Refund & Cancellation Policy

Detailed rules for cancellations, withdrawals, returns and refunds
Operator: “PRE-ORDER Europe” EOOD
UIC/EIK: 208904127
Registered office: Arthur Residential Complex, Block C, Floor 3, Apartment C44, 8229 Sveti Vlas, Nessebar Municipality, Burgas District, Bulgaria
Website: https://pre-ordera.com
Contact: info@b2b-agency.cc

Important notice

This Refund & Cancellation Policy explains when and how a Pre-order may be cancelled, when a Consumer may exercise a statutory right of withdrawal, how returns are handled, and how refunds are processed in connection with Products offered by independent Sellers through PRE-ORDER. It applies together with the Terms of Service, Platform Terms, Buyer Agreement, Seller Agreement, Payment & Prepayment Policy, Shipping & Delivery Policy, the relevant order summary, and any lawful Seller or B2B Product Contract terms.

The Seller identified in the listing is the seller of the Product and is responsible for production, conformity, delivery, cancellation, statutory remedies and refunds under the Product Contract. PRE-ORDER provides digital pre-order infrastructure, intermediation, order administration and support. B2C payment/refund processing is intended through Stripe; B2B conditional deposits and refunds are intended to use an independent licensed payment provider when contracted and available. PRE-ORDER is not the Product Seller, bank, payment institution or escrow agent and does not hold Buyer money in its own escrow account.

Nothing in this Policy reduces mandatory Consumer rights. If applicable law gives a Buyer a stronger cancellation, withdrawal, return, conformity or refund right than this Policy, the mandatory right prevails.

1. Scope and relationship with transaction-specific terms

1.1 This Policy applies to retail and wholesale Pre-orders placed or managed through PRE-ORDER where a cancellation, withdrawal, return, refund, order reduction, non-production event, material change, non-conformity or similar remedy arises.

1.2 A Product Contract is entered into directly between the identified Seller and Buyer when the relevant acceptance conditions are met. PRE-ORDER is not a party to that Product Contract merely because the Platform transmits the order or facilitates payment.

1.3 The order summary, Collection Agreement, accepted quotation, invoice, purchase order or other negotiated B2B document may contain transaction-specific cancellation and refund terms. Such terms apply only to the extent they are lawful and do not remove mandatory Consumer rights.

1.4 If documents conflict, mandatory law prevails. For the Product Contract, transaction-specific terms prevail to the extent they are more specific and lawful. This Policy governs the PRE-ORDER cancellation and refund workflow and minimum Platform expectations.

2. Definitions

• “Buyer” means a Consumer or Business Buyer that requests or places a Pre-order.
• “Business Buyer” means a person acting for purposes related to a trade, business, craft or profession, including a wholesale buyer or retailer.
• “Cancellation” means termination of all or part of a Pre-order before or after Seller acceptance where permitted by law, the Product Contract or this Policy.
• “Consumer” means a natural person acting outside their trade, business, craft or profession.
• “Estimated Delivery Window” means the Seller’s good-faith estimate of dispatch or delivery shown for the order.
• “Payment Provider” means Stripe for B2C payments or the separately contracted and enabled licensed B2B provider for the relevant payment, conditional holding, release or refund, as applicable.
• “Pre-order” means an order or request for a Product planned for future manufacture, launch or availability.
• “Product Contract” means the sale and purchase contract directly between the identified Seller and Buyer.
• “Refund” means repayment of an amount previously charged or collected, normally to the original payment method.
• “Return” means physical sending back of a Product after delivery, where a return right applies.
• “Seller” means the independent brand, manufacturer or other trader identified as seller of the Product.
• “Withdrawal” means the statutory Consumer right to withdraw from an eligible distance contract without giving a reason during the applicable withdrawal period.

3. Cancellation, withdrawal, return and chargeback are different processes

3.1 Cancellation normally concerns an order before fulfilment or a Seller decision not to proceed. Withdrawal is a statutory Consumer right that may apply after a distance contract is formed. A Return concerns physical goods sent back after delivery. A Refund is the financial consequence of a valid cancellation, withdrawal, return or other remedy. A Chargeback is a separate bank or card-network dispute mechanism.

3.2 A Buyer should use the cancellation, withdrawal or return process available in the order flow whenever appropriate. This helps the Seller and PRE-ORDER identify the correct legal basis and calculate the amount to be refunded.

3.3 Use of the Platform support process does not prevent a Buyer from exercising mandatory rights directly against the Seller, contacting a competent authority, or using an available payment or court remedy.

4. Cancellation before Seller acceptance

4.1 Before a Pre-order becomes binding, a Buyer may withdraw a non-binding expression of interest or quotation request. For B2B transactions, adding goods to a Bag or draft order does not constitute a financially confirmed Pre-order. Once the Business Buyer has paid the required 30% or 100% initial amount through the designated provider and accepted the applicable terms, cancellation is governed by the relevant Collection Agreement and this Policy; the initial payment is not a freely revocable indication of interest.

4.2 If a payment was only authorised, cancellation normally results in release or expiry of the Authorisation rather than a refund. Where a B2B initial payment has actually been collected and is conditionally held by a licensed provider, any cancellation or release is handled under the provider and agreed B2B transaction terms; it is not merely the removal of a card authorisation.

4.3 A Seller may reject a Pre-order before acceptance for reasons including unavailable production capacity, failure to meet eligibility criteria, verification failure, pricing error, territorial restrictions, compliance concerns or other lawful disclosed grounds.

4.4 If money was collected before final Seller acceptance and the order is rejected, the amount must be returned through the applicable payment provider unless another lawful, expressly agreed settlement is available. PRE-ORDER itself does not hold or refund money from its own escrow account.

5. Production thresholds, MOQ and non-production

5.1 For B2B future collections, the Seller may set production minimums at collection level, individual article/SKU level and specified colour level. These are Seller/factory production requirements, shown in the collection configuration and relevant wholesale order terms. Each applicable threshold, calculation method and campaign deadline must be disclosed before the Business Buyer makes a binding initial payment.

5.2 B2B production thresholds are assessed using eligible, financially confirmed orders backed by successfully collected initial payments, not uncharged Bags, wishlists or other interest indicators. Where a required collection, article or colour minimum is not met and the Seller will not proceed, amounts conditionally held for the affected orders must be returned or otherwise handled by the licensed payment provider under the transaction terms and applicable law. A failure of a collection-wide minimum may affect the entire collection, including articles whose individual minimums were met.

5.3 The Seller must not keep a Consumer prepayment for a Product it has decided not to supply unless a specific legal basis clearly permits this. A contractual label such as “non-refundable” does not override mandatory Consumer law or remedies for Seller non-performance.

5.4 Where only part of a B2B order can be manufactured, or a colour/article minimum is unmet but the collection may proceed, the Seller and Business Buyer may expressly agree reduced quantities, alternative colours or articles, replacement products, revised delivery dates, partial shipment or a credit against another collection. Any change to an already paid order must be recorded and accepted; a credit or replacement must not be imposed in place of a payment refund where applicable law or the Product Contract requires money to be returned.

6. Consumer right of withdrawal

6.1 Where EU/EEA or other applicable Consumer law provides a right of withdrawal for a distance sale, an eligible Consumer may withdraw from the Product Contract without giving a reason within the legally prescribed period.

6.2 For goods, the standard EU withdrawal period is generally 14 days from the day on which the Consumer, or a third party other than the carrier and indicated by the Consumer, acquires physical possession of the goods, subject to applicable national rules and any special rules for multiple or separately delivered goods.

6.3 A Consumer may exercise withdrawal by using an available Platform function, contacting the Seller through the order channel, or sending another unequivocal statement of the decision to withdraw. The model form in Schedule 3 may be used but is not mandatory where law allows another clear statement.

6.4 It is sufficient for a Consumer to send the withdrawal communication before the applicable deadline. The Seller should acknowledge receipt on a durable medium where required or reasonably practicable.

6.5 A Consumer’s statutory withdrawal right is separate from any voluntary Seller return policy. A Seller may offer a longer or more favourable voluntary return period, but it may not present that voluntary policy as replacing mandatory rights.

7. Exceptions to Consumer withdrawal rights

7.1 Statutory exceptions may apply to certain goods or circumstances. Whether an exception applies depends on the actual Product, how it was produced, the disclosures made before purchase and the applicable law.

7.2 A Product is not automatically excluded from withdrawal merely because it was pre-ordered, manufactured after the order or described as made-to-order. A personalised-goods or made-to-specification exception should be relied on only where the Product is genuinely made to the Consumer’s specifications or clearly personalised and all legal conditions are met.

7.3 Other statutory exceptions may apply, for example to sealed goods not suitable for return for health-protection or hygiene reasons after unsealing, where the legal conditions are met. Fashion goods should not be treated as exempt merely for convenience.

7.4 The Seller must clearly disclose any claimed withdrawal exception before the Consumer is bound. If the Seller cannot establish that a lawful exception applies, the ordinary withdrawal rules apply.

8. Cancellation after acceptance but before dispatch

8.1 After Seller acceptance, a Buyer may request cancellation through the Platform where available. Whether the Seller must accept that request depends on mandatory Consumer law, the Product Contract, production status and the reason for cancellation.

8.2 If production has not begun and no non-recoverable cost has been incurred, the Seller is encouraged to accept reasonable cancellation requests unless transaction-specific B2B terms provide otherwise.

8.3 For Consumers, a Seller may not impose a cancellation fee or retain an amount if doing so would conflict with mandatory withdrawal, unfair-terms, non-performance or other Consumer law.

8.4 For Business Buyers, cancellation after the required initial payment and Seller acceptance is governed by Collection Agreement Model A, B or C, the agreed production commitments, MOQ, non-recoverable costs, payment milestones and applicable commercial law. Payment into a provider-managed wallet or conditional arrangement does not give a Business Buyer an automatic right to withdraw the committed amount at will.

9. Seller cancellation and inability to fulfil

9.1 A Seller may cancel or decline manufacture where permitted by the Product Contract and applicable law, including when a collection-wide, SKU or colour production minimum is not achieved, a verified payment fails, materials or capacity become unavailable, or a Product cannot be supplied lawfully. A Seller must not represent funds as protected or freely releasable unless the applicable licensed payment arrangement provides those rights.

9.2 The Seller must inform affected Buyers promptly of the reason, products/quantities affected and available remedies. If the Seller cancels or cannot fulfil an order, the Seller must arrange the monetary refund required by law or contract via the relevant payment provider; a replacement or transfer to another collection is possible only where the Buyer lawfully agrees.

9.3 A Seller must not cancel merely to resell the same confirmed Product at a higher price, manipulate scarcity, avoid Consumer rights or discriminate unlawfully.

9.4 PRE-ORDER may technically freeze or cancel a transaction where reasonably necessary for fraud, sanctions, product-safety, illegality or cybersecurity reasons. Such action does not make PRE-ORDER the Seller and does not remove any refund or contractual rights against the Seller.

10. Material Product changes and revised production terms

10.1 Future collections may require reasonable production adjustments. Minor changes that do not materially alter the Product, reduce conformity or value, and are permitted by the disclosed Product Contract may be made without cancellation where lawful.

10.2 A material change to essential characteristics, material, colour, design, quantity, price, manufacturer, origin, delivery commitment or another term on which the Buyer reasonably relied must be communicated before fulfilment.

10.3 Where law requires consent to a material change, silence is not consent. The Buyer must be offered a lawful choice, which may include accepting the revised Product, reducing quantity, or cancelling the affected part for a refund.

10.4 If a Product shown through a sample, prototype, concept image or AI-generated visual materially differs from the final Product beyond disclosed tolerances, the Buyer retains any cancellation, conformity or refund remedies available under law and the Product Contract.

11. Delays and missed delivery commitments

11.1 Estimated Delivery Windows are estimates unless the Seller expressly commits to a fixed date or the timing is legally essential. The Seller must keep order status reasonably current and notify the Buyer of a material delay.

11.2 If a Seller cannot meet a delivery commitment, the Buyer may accept a revised timetable. Where applicable law allows, the Buyer may require performance within an additional appropriate period and cancel if delivery still does not occur.

11.3 Where delivery by a particular date was essential and this was made known to and accepted by the Seller, or where mandatory law permits immediate termination, the Buyer may have a right to cancel without providing an additional period.

11.4 A valid cancellation for Seller delay must result in the remedy required by law and the Product Contract. In B2B trade, the parties may expressly agree an adjusted schedule, replacement products or a documented advance for a new collection; this does not extinguish an otherwise mandatory entitlement to monetary repayment. Refund instructions are routed through Stripe for B2C or the actual licensed B2B provider for B2B.

12. Wrong, damaged, unsafe or non-conforming Products

12.1 Withdrawal rights do not replace statutory rights for goods that are defective, unsafe, damaged, misdescribed, counterfeit, incomplete or otherwise non-conforming. A Buyer does not need to rely on a no-reason withdrawal right to seek a remedy for non-conformity.

12.2 Consumers retain the remedies available under law, including repair or replacement and, where legally required, price reduction, cancellation and refund. For B2B non-conforming or defective goods, the Collection Agreement should specify inspection and defect-notification procedures and ordinarily offer agreed replacement or cure first, without excluding refunds or other mandatory remedies where replacement fails, delivery is not performed, or applicable law requires them.

12.3 A Buyer should report visible damage, wrong items, missing items or other problems through the order or support channel as soon as reasonably possible and should provide photographs or other evidence where useful. Failure to report immediately does not remove mandatory Consumer rights.

12.4 If a Product presents a safety risk or is subject to a recall, the Seller must follow applicable product-safety obligations and provide the required corrective measure, replacement, refund or other remedy. PRE-ORDER may remove listings and assist with notices and records.

13. Return procedure

13.1 Where a Return is required, the Seller or PRE-ORDER support should provide the return destination and reasonable instructions. The Buyer must not return a Product to PRE-ORDER’s registered office unless specifically instructed, because PRE-ORDER does not ordinarily warehouse Seller Products.

13.2 A Consumer exercising a valid statutory withdrawal should send back or hand over the goods within the legally applicable period, which under standard EU rules is generally 14 days after communicating withdrawal, unless the Seller has offered to collect them or another rule applies.

13.3 The Buyer should package the Product reasonably to avoid additional damage and retain proof of dispatch where available. The Buyer is not required to preserve unnecessary packaging if that would unlawfully restrict a statutory right, although original packaging may help protect the Product.

13.4 The Seller may inspect returned goods only to determine their condition and the appropriate lawful remedy. A return may not be rejected solely because packaging was opened where opening was reasonably necessary to examine the Product.

14. Return shipping costs

14.1 For a no-reason Consumer withdrawal, the Consumer may be required to bear the direct cost of return only if that responsibility was properly disclosed before the Consumer was bound, unless the Seller agreed to bear it or applicable law requires otherwise.

14.2 Where the Product is non-conforming, defective, wrong, damaged in transit before risk passed, unsafe, recalled or otherwise returned because of Seller responsibility, the Seller must bear return or collection costs to the extent required by law.

14.3 For Business Buyers, responsibility for return freight, insurance, customs, inspection and handling is determined by the Product Contract, agreed Incoterms and applicable law.

14.4 Shipping and return charges are determined by the selected independent logistics provider and the Product Contract. PRE-ORDER may offer logistics integrations or have separate commercial agreements with carriers, but any extra charge payable by the Buyer must be lawfully disclosed; such a commercial relationship does not transfer Seller delivery obligations to PRE-ORDER.

15. Refund amount and permitted deductions

15.1 A valid refund must include the amounts required by law and the Product Contract. For a valid Consumer withdrawal under standard EU rules, this normally includes the Product price and the cost of the least expensive standard outbound delivery option offered by the Seller, subject to applicable law.

15.2 If the Consumer chose a more expensive delivery method than the least expensive standard option, the Seller may not be required to refund the additional delivery premium where law permits.

15.3 A Consumer may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the legal conditions for such deduction are met. Normal examination comparable to what could reasonably occur in a shop should not justify an arbitrary deduction.

15.4 A Seller may not impose hidden restocking fees, administrative charges or cancellation penalties on a Consumer where such charges would undermine mandatory rights or constitute an unfair term.

15.5 Any partial refund must identify the affected items/quantities, Product amount, taxes, shipping and lawful deductions. VAT treatment and corrections are determined by the Seller under applicable tax rules, not automatically by the Buyer country alone. The transaction record must distinguish refunds to the Buyer from Platform or provider fee adjustments.

16. Refund method and timing

16.1 Approved B2C refunds are generally initiated via Stripe to the original payment method. B2B refunds, including funds not yet released to the Seller, must be processed using the actual licensed B2B payment provider and its verified wallet/settlement mechanism when that service is available. A legally permitted alternative method may be used where agreed and properly documented. PRE-ORDER does not itself operate an escrow account.

16.2 For an eligible Consumer withdrawal, the Seller must refund within the period required by applicable law. Under standard EU rules, reimbursement is generally due within 14 days after the Seller is informed of the withdrawal, although for sales of goods the Seller may be permitted to withhold reimbursement until the goods are received back or the Consumer supplies evidence of return, whichever occurs first.

16.3 Refund initiation, provider release of conditionally held funds, and final bank credit are separate events. Actual timing depends on Stripe for B2C or the applicable B2B payment provider, banks, compliance checks and payment rules. PRE-ORDER cannot promise an unconfirmed bank-credit date.

16.4 If the original payment method is no longer available, the Buyer may be asked for information necessary to complete a lawful alternative refund. The Buyer must not send full card credentials through Platform messages.

16.5 An Authorisation release is not a refund of a settled charge. Pending holds may disappear on a different timetable from completed refunds.

17. Deposits, staged payments and partial cancellations

17.1 B2B Models A and B require an initial 30% payment and Model C requires 100% prepayment; B2C uses 100% prepayment via Stripe. B2B initial payments are made before the campaign deadline as a financial confirmation of the order. Whether and when a deposited amount can be refunded, released or applied is governed by the relevant Collection Agreement, the actual provider terms and mandatory law, not simply by a generic non-refundable label.

17.2 If an order or quantity is reduced or cancelled, the Seller must calculate the necessary adjustment by collection, article, colour, quantity and payment stage. A provider-managed amount not yet paid out must be released or refunded where due; any amount already paid to the Seller must be funded or returned by the responsible party. Changes must be reflected in the order, payment record and Seller-issued invoice or credit note as appropriate.

17.3 For B2B Model A, the final 70% falls due at the expressly agreed date or objectively defined event; for Model B, the remaining 70% is payable in documented instalments tied to agreed partial shipments or other milestones; Model C is 100% in advance. Cancellation of a future stage does not automatically reverse an amount already lawfully due or paid, but the Seller remains responsible for contractual non-delivery and applicable remedies.

17.4 For partial shipment, the parties may keep the fulfilled portion in force and cancel only the unfulfilled portion. Payment and refund calculations should follow the revised quantities and stages.

18. Business Buyer cancellation and returns

18.1 Business Buyers purchase for professional purposes and do not receive Consumer withdrawal rights unless mandatory law expressly provides otherwise.

18.2 B2B cancellation and defect remedies are set by the applicable Collection Agreement A/B/C, article/colour specifications, agreed MOQ, inspection and notification rules, Incoterms, production status and mandatory commercial law. The parties may agree replacement, an alternative item or a credit against a future collection in writing; where agreement is absent or monetary repayment is legally or contractually required, a unilateral credit is insufficient.

18.3 A Business Buyer must inspect delivered goods and notify defects within the agreed or legally applicable period. The Seller must offer the cure, replacement or other remedy required by the Collection Agreement and applicable law and must not use notice periods to unlawfully exclude liability for defective goods, late delivery or failure to deliver.

18.4 PRE-ORDER may provide order records, communication history and payment status to support B2B dispute resolution but does not determine contractual liability between Seller and Business Buyer.

19. Chargebacks and payment disputes

19.1 A Chargeback is distinct from a Platform cancellation or refund request. Card-based disputes may be handled by a bank, card issuer, scheme and Stripe; a B2B transfer/wallet dispute may instead follow the licensed B2B provider’s process. The applicable route depends on the actual payment method and does not necessarily create card-network chargeback rights.

19.2 For ordinary performance disputes, the Buyer should normally contact the Seller or use PRE-ORDER support first where practicable. This does not restrict urgent fraud reporting, statutory rights or card-network rights.

19.3 The Seller and PRE-ORDER may provide the relevant Stripe or B2B payment provider with proportionate order, authentication, correspondence, shipment and delivery evidence to resolve disputes, subject to applicable data-protection law.

19.4 A Chargeback decision does not necessarily finally determine contractual rights between Seller and Buyer. Any remaining dispute may need to be resolved under the Product Contract and applicable law.

19.5 Fraudulent, abusive or duplicate Chargebacks may result in Account restrictions and recovery of lawfully due amounts, without affecting genuine fraud or Consumer protections.

20. Fraud, sanctions and compliance-related cancellations

20.1 PRE-ORDER, Stripe for B2C or the authorised B2B payment provider may pause, reject, cancel, reverse or refund a transaction where permitted or required for fraud prevention, sanctions, AML, payment security, product safety or compliance. Only the actual provider may exercise rights over funds within its regulated infrastructure under its terms.

20.2 Advance notice may not be provided where notice would compromise an investigation, security control or legal obligation. Where legally permitted, affected users will receive an appropriate explanation or status information.

20.3 A compliance-related cancellation does not create a right to retain Buyer funds where the Seller has no lawful entitlement to them. Refund treatment remains subject to provider rules, law and any lawful freeze imposed by a competent authority.

21. PRE-ORDER support and dispute assistance

21.1 Product-specific cancellation, withdrawal, return and refund requests should normally be directed to the Seller through the order channel. PRE-ORDER may provide first-line support, route the request, preserve records, request a response and facilitate a structured resolution workflow.

21.2 PRE-ORDER may submit technical refund or release requests to Stripe for B2C or to the integrated licensed B2B provider within its authority, where authorised by the Seller, required by the Product Contract or mandatory law, or triggered by a documented failure of MOQ or production. Final execution and protection of funds are governed by the provider and applicable law.

21.3 PRE-ORDER does not become the Seller or adjudicate civil liability merely by facilitating a refund or dispute workflow. Nothing prevents either party from using a competent court, regulator or alternative dispute-resolution mechanism available under law.

21.4 Support contact: info@b2b-agency.cc. The Buyer should include the order number, Product, Seller, amount, payment status and a concise description. Full card numbers, CVV/CVC codes and authentication credentials must not be sent by email or chat.

22. Account closure, suspension and open claims

22.1 Closing or suspending an Account does not automatically cancel an existing Product Contract, Return, Refund or dispute. The parties remain responsible for resolving open transactions.

22.2 PRE-ORDER may retain limited access or transaction records where reasonably necessary for refunds, chargebacks, product-safety obligations, tax, fraud prevention, legal claims or other lawful retention purposes, as explained in the Privacy Policy.

22.3 A Buyer must not close an Account to avoid a lawful payment obligation, and a Seller must not close or abandon an Account to avoid a required refund or after-sales obligation.

23. Territorial rules and mandatory local law

23.1 PRE-ORDER may be available in the EU/EEA, Ukraine and other countries where legally available. Cancellation, withdrawal, conformity, return and refund rules can differ by destination, Seller establishment, Buyer status and applicable conflict-of-law rules.

23.2 If local mandatory Consumer law grants a stronger right than this Policy, that local mandatory right applies. Nothing in this Policy is intended to select a weaker law merely because the Platform is operated from Bulgaria.

23.3 Cross-border returns may involve customs declarations or temporary import/export procedures. The Seller and Buyer must cooperate in good faith to avoid unnecessary tax or customs charges, subject to the Product Contract and applicable law.

24. Changes, governing law and contact

24.1 PRE-ORDER may update this Policy for legal, regulatory, payment-provider, security, operational or service changes. Material changes will be communicated in a legally adequate manner and will not retroactively remove rights already acquired for an existing transaction.

24.2 This Policy, insofar as it governs PRE-ORDER’s own Platform services, is governed by Bulgarian law. Consumers retain all mandatory protections and jurisdiction rights available to them under applicable conflict-of-law, jurisdiction and Consumer-protection rules.

24.3 The Product Contract between Seller and Buyer may be governed by different law depending on the Seller, Buyer status, destination and negotiated transaction terms.

24.4 If any provision is invalid or unenforceable, it will be limited to the minimum extent necessary and the remainder continues. Failure to enforce a provision is not a waiver.

24.5 Contact PRE-ORDER at info@b2b-agency.cc for Platform support. Product-specific legal notices and statutory withdrawal communications should also be sent to the Seller using the contact details shown in the order or Seller profile.

Schedule 1 — Cancellation and refund event matrix

• Non-binding Expression of Interest: may be withdrawn before conversion into a binding order; no refund is needed if no charge occurred.
• Order submitted but not accepted: cancel or reject according to the order flow; release unused Authorisation or refund any amount already collected where required.
• Production threshold not met: release Authorisation and refund collected amount for affected Products unless another lawful and clearly disclosed treatment applies.
• Seller cancels production: refund affected collected amounts and provide any additional mandatory remedy.
• Buyer requests cancellation before production: Seller applies mandatory Consumer law and transaction-specific B2B terms; refund any amount that must be returned.
• Material Product change: obtain required consent or permit cancellation/refund of the affected Product or quantity.
• Material Seller delay: offer revised timing and any cancellation/refund right required by law or the Product Contract.
• Consumer statutory withdrawal after delivery: process Return and reimbursement under applicable withdrawal rules unless a lawful exception applies.
• Wrong, damaged, unsafe or non-conforming Product: apply statutory conformity/safety remedies; return costs borne by Seller where required.
• Partial B2B cancellation: adjust quantity, invoices, payment stages and refund/credit consistently with the negotiated Product Contract.

Schedule 2 — Information for a return or refund request

• Order number and date.
• Seller and Product name, SKU if available, quantity, size and colour.
• Reason: cancellation / withdrawal / delay / non-conformity / damage / wrong item / missing item / other.
• Whether the Product has been received and, if so, date of receipt.
• Photographs or other evidence where relevant to damage or non-conformity.
• Preferred remedy where a choice exists under law.
• Return tracking or evidence of dispatch where relevant.
• Do not provide full payment-card numbers, CVV/CVC codes or authentication credentials.

Schedule 3 — Model Consumer withdrawal form

Complete and return this form only if you wish to withdraw from an eligible Product Contract. You may instead use any other unequivocal withdrawal statement permitted by law.
To: [SELLER NAME, POSTAL ADDRESS AND EMAIL AS SHOWN IN THE ORDER]
I hereby give notice that I withdraw from my contract for the sale of the following goods: [DESCRIPTION]
Ordered on / received on: [DATE]
Consumer name: [NAME]
Consumer address: [ADDRESS]
Order number: [NUMBER]
Date: [DATE]
Signature: [ONLY IF THIS FORM IS SUBMITTED ON PAPER]