Returns & Refunds

01Order cancellation

Service A - Shipping aggregator. The customer may cancel the shipment while the service has not yet started to be performed. Once the shipment details have been transmitted to the transport company and performance has begun, cancellation is subject to that company's conditions.

Service B - Purchasing by order. The request includes only a card validation that involves no charge (see section 5). As long as the customer has not accepted the quotation, no contract of sale exists and there is no payment to refund, and they may withdraw their request at no cost. After acceptance of the quotation, payment is made to the selling entity and sections 2 and 3 apply.

02Right of withdrawal (consumers)

As a general rule, the consumer has 14 calendar days to withdraw from the contract without giving any reason (Article 102 TRLGDCU). However, this right is subject to the statutory exceptions in Article 103, which apply to JetSend's services:

• Service A (transport). The service is performed with the customer's express consent and with their acknowledgement that, once fully performed, they lose the right of withdrawal (Article 103(a) TRLGDCU).
• Service B (purchasing by order). The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised once the purchasing has begun (Article 103(c) TRLGDCU).

Where the right of withdrawal does apply, the customer may exercise it by an unequivocal statement to support@jetsend.eu within 14 calendar days, and may use the model withdrawal form. Amounts paid will be refunded using the same means of payment, within a maximum of 14 calendar days, without prejudice to withholding the refund until the goods are received or proof of their return is provided.

03Returns for lack of conformity

Goods benefit from the legal guarantee of conformity (generally, three years from delivery). This right is non-waivable and also applies to goods manufactured or purchased to order, regardless of the selling entity.

To reduce conformity issues, the products are inspected at the consolidation warehouse before being dispatched to the EU. Nevertheless, if the goods received are not in conformity, the customer may request their repair or replacement and, alternatively, a price reduction or termination, on the terms of the TRLGDCU. To start the procedure, the customer should contact support@jetsend.eu providing the order number and a description of the issue.

04Damage or loss in transit

Damage or loss occurring during transport is governed by the transport company's liability and the applicable international conventions (CMR, Montreal/Warsaw), subject to their limits. Procedure:

• Visible damage: must be noted on the delivery note / PDA at the time of receipt. Failing that, the carrier and JetSend are released from liability.
• Hidden damage: must be reported within 7 days of delivery, with documentation and photographs.
• JetSend handles the claim on the customer's behalf against the carrier and/or insurer, without guaranteeing its outcome. The decision on admissibility and amount rests with the carrier and, where applicable, the insurer.

05Card validation at the request stage (Service B)

The card validation carried out when submitting the request involves no charge and no hold on funds; it serves only to confirm the purchase intent. There is therefore no amount to refund at this stage. Payment of the price of the goods is made directly to the selling entity once the quotation is accepted, and its refund, where applicable, is governed by sections 2 to 4 and by that entity's conditions, without prejudice to the consumer's mandatory rights.

06Return costs and reverse logistics

General rule (Service B - purchasing by order). Where physical return of the goods is applicable, they must be sent to the origin indicated by the seller - which may be outside the EU, including China - and the return costs are borne by the customer, except in the cases where mandatory law provides otherwise.

Mandatory exception (lack of conformity). Where the return arises from a lack of conformity of the product (section 3), the costs necessary to bring the goods into conformity - including return or shipping costs - are borne by the seller, at no cost to the consumer (Article 118 TRLGDCU). This rule cannot be excluded or passed on to the consumer.

Individual resolution. As the physical return of goods to an origin outside the EU may be disproportionate to the order value, each case may be resolved individually, and replacement, refund or compensation may be agreed without requiring the physical return of the product. This possibility does not diminish the consumer's rights nor make return mandatory where it does not apply.

Business customers (B2B). For transactions with customers acting within their business or professional activity, return costs and logistics are governed by the quotation or contract, and may be attributed entirely to the buyer.

Point of contact. The customer initiates any return or refund through JetSend support (support@jetsend.eu), which forwards the request to the selling entity.

07Timescales and means of refund

Refunds are made within a maximum of 14 calendar days from recognition of the right, using the same means of payment used. For Service B, as the price was paid to the selling entity, the refund is made by that entity; JetSend forwards and follows up the request. Damage-in-transit claims are subject to the decision of the carrier or insurer (section 4).

08Customer service and complaints

The customer may request the official complaints form.