Return methods and costs
Return methods and costs
On the MODIVO Marketplace, the returns process is governed by applicable consumer protection laws as well as the rules defined in the Marketplace Terms and Conditions.
The Marketplace Partner is responsible for the proper handling of the returns process, for:
Providing a correct return address
Enabling the Customer to complete a return in line with the defined process
Handling and verifying returned items
Processing refunds in compliance with applicable regulations
Ensuring the completeness of all information required to process returns
Right of Withdrawal
A Customer making a distance purchase has the right to withdraw from the contract within 14 days from the date of receiving the ordered product.
The declaration of withdrawal may be submitted in a form compliant with applicable laws and through the processes available within the Marketplace.
Modivo Club – 30-Day Returns
Customers who have an active Modivo Club membership at the time of purchase are entitled to an extended return period of 30 days from the date of receiving the order.
Refunds
Refunds should be issued without undue delay, in accordance with applicable laws. They must be processed within 14 days from receiving the Customer’s withdrawal notice. The seller may withhold the refund until the returned goods are received.
After receiving the returned product, the Partner is required to verify its condition. If the return is accepted, the Partner should confirm receipt via the Company account within a maximum of 48 hours.
Documents and Instructions Included in the Shipment
To enable Customers to properly complete the return process and exercise their rights, each shipment must include all necessary information and materials required under Marketplace rules.
This includes:
A withdrawal form
Return instructions outlining the steps required to send back the product
If the RMA returns module has not been implemented, a prepaid return label must be included.
Warranty-related information (if applicable)
Returns Handling via the RMA Model
If returns are handled using the RMA (Return Merchandise Authorisation) module, the requirement to include a prepaid return label in the shipment does not apply.
In such cases, the Partner is required to provide the Customer with clear instructions enabling them to independently generate and complete the return using the RMA process.