In general, purchases made through ResQ are binding.
However, some product categories sold on ResQ fall under the EU consumer protection law's right of return and withdrawal, which lead to some exceptions.
In this article, you’ll find more details on which product categories fall under this law and which don’t, and what happens if the customer wants to use their right of return and withdrawal for a purchase made from you.
What kind of products CAN’T be returned or withdrawn? ⛔
The right to revoke a purchase does not concern goods in, but not limited to, the following categories:
perishable goods that expire rapidly, such as food, drinks, flower and plants segment with a short “use by” date
goods made to order or clearly personalised
goods that have been sealed for health or sanitary reasons cannot be return if they have been unsealed, such as cosmetics products
sealed audio, video or computer software, such as DVDs, that have been unsealed by the consumer
What kind of products CAN be returned or withdrawn? ✅
Since ResQ sellers can offer surplus products from various categories, the simplest answer is that the right of return and withdrawal applies to products that do not fall under the exclusions listed in the section above (What kind of products CAN’T be returned or withdrawn?).
Please note that the list above does not cover all possible reasons why the right of return and withdrawal may not apply.
ResQ’s customer support is happy to help you in case you have any questions or uncertainties about this topic or the product categories covered by this right.
💡 Also keep in mind that the consumer protection right mentioned in this article does not apply to situations where the product is not as described, does not match what was promised, or does not function as expected. In such cases, it falls under a complaint instead — something the customer is always entitled to file, regardless of the product category.
How does the withdrawal and return process work? 👀
If a customer wants to use their right to return a product according to this right, they should first fill out the return notification form to ResQ. Our customer support will check if the product falls under this right and can be returned, and if it can, we’ll give instructions on how the product should be returned to you and how the refund will be handled.
If a customer contacts you about this, you can just point them to this help article here – it has all the steps they need to follow.
In short, ResQ takes care of everything else for you: communicating to the customer, handling the refund, and so on. You just need to receive the returned product and check that it's in good enough condition for you to resell.
Please note that all costs related to returning the order are the buyer’s responsibility. Neither ResQ Club nor the seller is obligated to cover any additional costs for them.