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CUSTOMER RIGHTS
Returns and refunds, made clearer
Start a return, understand who is responsible and follow your refund from one secure place.
Your statutory rights remain protected
Sibro policies and seller guarantees do not replace the mandatory consumer rights that apply to your purchase.
14-day withdrawal
For most eligible EU distance purchases
Faulty item remedies
Repair, replacement, reduction or refund as applicable
Original payment method
Approved refunds return to the payment method used
Supported resolution
Seller first, with Sibro escalation when needed
CHOOSE YOUR REASON
The right process depends on why you are returning
Select the situation closest to yours before starting the request from Your orders.
I changed my mind
Use the withdrawal process for an eligible distance purchase and notify the seller within the applicable period.
- Usually 14 days to notify
- Return cost may be the customer’s responsibility
- Legal exclusions can apply
It is faulty or not as described
Report the conformity problem to the seller and include useful evidence. This is not a change-of-mind return.
- Seller is responsible for the legal remedy
- Remedy must be free where required by law
- Keep photos, packaging and messages
Wrong, damaged or incomplete order
Photograph the parcel and product promptly, then report the problem against the correct order.
- Record visible transit damage
- List missing parts or items
- Do not return until instructions are provided
RETURN PROCESS
Four steps from request to resolution
1
Open Your orders
Choose the product and select the return or problem option.
2
Give the reason
Add accurate details, photographs and the remedy you need.
3
Follow instructions
Use the approved address, label and packaging guidance.
4
Track the outcome
Keep return evidence and follow the refund or replacement status.
CHANGING YOUR MIND
The EU withdrawal right
For most goods bought online from a professional seller, consumers have 14 days after delivery to notify the seller that they are withdrawing. After notifying the seller, the goods generally need to be sent back within a further 14 days.
Common legal exceptions
- Personalised or made-to-order products
- Goods that deteriorate or expire rapidly
- Sealed hygiene or health-protection goods once unsealed
- Sealed audio, video or software once unsealed
- Digital content after performance begins with the required consent
The exact exception and withdrawal period depend on the product, contract and applicable national law.
FAULTY PRODUCTS
Statutory guarantee and remedies
Goods must match their description, be fit for their normal purpose and have the quality and durability a customer can reasonably expect. Across the EU, consumers generally have a minimum two-year legal guarantee; national law can provide longer protection.
Remedies may include
Repair or replacement
Normally the first remedy, free of charge and without significant inconvenience.
Price reduction
May apply when repair or replacement is unavailable or unsuccessful.
Contract termination and refund
May apply for qualifying problems, subject to proportionality and legal conditions.
REFUND TIMING
What happens after a return is approved
Refund status is available in Your orders. Bank processing time begins after Sibro or the seller issues the refund.
Return authorised
You receive the return instructions and, where supplied, a label.
Parcel sent back
Keep the carrier receipt or other proof of return until completion.
Return received or evidenced
For withdrawals, reimbursement may be withheld until the goods arrive or proof of sending is supplied, whichever occurs first.
Refund issued
The refund is normally made to the original payment method. Your bank may need additional processing time.
An eligible withdrawal refund generally includes the original standard-delivery cost. Extra cost chosen for a premium delivery option may not be refundable.
PACKING & RETURN DELIVERY
Send the product back safely
Protect the item
Use secure packaging and include all accessories, manuals and parts requested in the instructions.
Use the approved address
Do not send a return to an address found elsewhere. Use only the destination shown in the return request.
Keep delivery evidence
Retain the label, tracking number and carrier receipt until the case is fully resolved.
Marketplace roles and your rights
The independent business identified on the product and order pages is normally the seller of record and is responsible for statutory product remedies. Sibro provides the marketplace, payment and support experience and can help review unresolved cases. Nothing on this page restricts mandatory consumer rights.
This is general information, not legal advice. The contract, product type, seller location and applicable national law determine the precise result.
COMMON QUESTIONS
Returns and refunds FAQ
For most distance purchases, an EU consumer can notify the seller within 14 days after delivery. Product-specific legal exceptions can apply, so check the return eligibility shown with the order.
For a change-of-mind return, the customer may have to pay the direct return cost when this was disclosed before purchase. If the product is faulty, incorrect or not as described, the seller normally bears the necessary return cost.
For goods, it generally starts on the day after you or a person you nominate receives the product. Special timing can apply to split deliveries, subscriptions and services.
Not automatically. You may inspect an eligible product as you would in a shop, but you can be responsible for reduced value caused by handling beyond what is necessary. Sealed hygiene, health-protection, software and media products can have exceptions.
It is a legal right against the seller when goods are faulty, not as advertised or do not work as reasonably expected. It is separate from any optional manufacturer or commercial warranty.
Keep the order messages and evidence, then contact Sibro from the same order. Sibro can review the marketplace record and explain the available escalation route.
Include the order number, the item concerned, the reason for returning it and a clear description of the problem. For damaged, incorrect or incomplete goods, provide relevant photographs through the available order or return options. Do not send passwords or full payment-card details.
Identify the specific item and quantity in your return request. Products from different sellers may require separate instructions and return addresses. Follow the instructions for each item and keep proof of each parcel you send.
Check the refund information available in Your orders and the original payment account. A refund being issued and appearing on your bank statement are separate steps. If it is missing, contact the seller or Sibro with the order number and any refund reference; never share full card details.
Contact the seller before sending the item and explain which packaging or accessories are missing. Use secure replacement packaging and follow the return instructions. The available remedy and any effect on refund value depend on the reason for return, the item’s condition and applicable rights.
Need help with a return?
Contact the seller from Your orders first. If it remains unresolved, send Sibro the order number and a short explanation.
