Terms of Service

0) Definitions

• Business day: Monday–Friday, excluding public holidays in Poland.
• Receipt time: the timestamp when a parcel is scanned into our system at the warehouse.
• Client REF: a unique identifier you place on the outside of each box to enable correct intake and matching (e.g. ERH-XXXX).
• RMA (internal): the internal return record/number generated by EU Returns Hub at intake. Buyers/consumers do not receive or print an RMA.
• Report: consolidated CSV/portal output with photos/grades/notes.
• Price list: current pricing on /pricing.html, forming part of these Terms.
• Billing period: the monthly service interval for which the plan is prepaid (renewals are invoiced ahead of the next period).

1) Address activation & intake requirements

• Activation. The warehouse address is released and activated only after we receive your first payment and confirm onboarding in writing. Shipments sent before activation may be refused or returned at sender’s cost.
• Labeling. Each box must have a unique Client REF clearly visible on the outside, together with our return address. Do not ask buyers to print any RMA.
• Internal RMA. We generate an internal RMA at intake and use it for processing/traceability inside our system.
• No-REF handling. If a Client REF is missing/incorrect, the box is quarantined for matching (typically 24–48 h) and a €1 per item “No-REF handling” fee applies.

2) Services

We provide EU return-handling to marketplace/webshop sellers: reception & scan (Client REF / order ID, weight/dimensions), opening under CCTV, 2–4 photos, A/B/C visual grading, 14 days included storage, and a consolidated report within 48 hours from receipt. At your instruction we may: resell in the EU, export to CN, dispose, or extend storage. Functional testing is excluded unless purchased as an add-on.

Marketplace disclaimer: we are not affiliated with Amazon, AliExpress, Temu or Shein. The service is designed for sellers on those platforms.

3) Fees & Billing

• Plans (prepaid monthly). Services are sold as prepaid monthly plans with a fixed number of included items per month. Overages are charged per item, or you may purchase a Top-up +100 before month-end. See /pricing.html for current plan tiers and rates.
• Add-ons. Event-based charges apply for extended grading, oversize items, extra SKUs per carton, pallet/bracing, export documentation, storage beyond 14 days, No-REF handling (€1/item), disposal, resale commission, Priority SLA, and other optional services as listed on Pricing.
• Platform fee. As indicated on the Pricing page (Core/Pro/Plus exempt; any new client exempt for the first two months).
• Prepayment & Retainer (credit; no cash refunds). Upon registration, the client pays 1× monthly plan plus 1× retainer (together, the “activation payment”). The retainer is a prepaid credit that is not refundable in cash; it is automatically applied against the final billing period upon termination, or used to cover an unpaid renewal month if the next prepayment is not received. If the retainer is applied to cover an unpaid period, services may be suspended until the account is brought current.
• Invoicing & cadence. The activation payment is due before the warehouse address is released. Thereafter, renewals are invoiced on the 25th of each month for the next billing period and are due by the 5th. Add-ons are invoiced weekly; Top-ups are invoiced at order. Any billing dispute must be raised within 7 days of the invoice date.
• Taxes & currencies. All prices are exclusive of VAT and applicable taxes, which will be added where required by law. Default currency is EUR (SEPA). PLN or USD may be available on request. Bank and FX fees are borne by the client.
• Late payment & pause. Statutory default interest may apply to late balances. If the retainer balance falls below 50% or the account is overdue, we may pause processing beyond the plan’s included quota and/or hold export/resale actions until the account is funded, to protect SLA.
• Price changes. We may update prices with at least 30 days’ notice, effective for future billing periods only.
• Refunds (B2B). Except where required by law, paid fees are non-refundable. The retainer is non-refundable and is settled by crediting the final billing period or covering an unpaid renewal month as described above.

4) Taxes

All fees are exclusive of VAT and other applicable taxes, which will be added as required by law. You are responsible for accurate billing/tax details and any customs duties/charges for exports performed under your instruction.

5) Acceptable use & prohibited items

• Client REF required. Each box must bear a valid Client REF per Section 1. Boxes without a valid REF are quarantined and charged per the No-REF fee.
• Prohibited/ADR items. No dangerous goods (ADR), illegal items, hazmat, perishables, counterfeit/fraudulent goods, or items requiring special licences outside our scope. We may refuse/return/dispose such items at your cost.
• Compliance. You warrant the legality of products and instructions, and that data on labels/returns is accurate and lawfully obtained.
• Fair-use & spikes. If >30% of your monthly plan arrives within any 5 consecutive days, we may reschedule part to the next week or apply a 10% surge fee on the excess to protect SLA for all clients.
• Title & risk. We do not take title to your goods. We exercise reasonable care, but you remain responsible for insurance beyond the measures and exclusions herein.

6) Service levels (SLA)

• Photos ≤24 hours; grading & consolidated report ≤48 hours from physical receipt (business days).
• Priority SLA (full cycle ≤24 hours) is available as an add-on (+€0.30/return or +€100/month/account) subject to capacity.
• Exclusions: force majeure, customs/authority holds, missing/incorrect Client REF, prohibited items, spikes beyond fair-use, and non-payment/suspension. See the full SLA.

7) Liability & indemnity

• Limitation. Our aggregate liability related to the services is capped at the fees paid by you in the 3 months preceding the event, excluding willful misconduct or liability that cannot be limited by law.
• Indirect damages. We are not liable for lost profits, loss of business, or indirect/consequential damages.
• Carriers & marketplaces. We are not liable for third-party carrier delays, marketplace decisions, or platform sanctions outside our control.
• Client indemnity. You will indemnify us against third-party claims arising from unlawful products or instructions you provide.
• Claim window. Any claim must be brought within 12 months after the event first arose.

8) Term, suspension & termination

• These Terms start upon acceptance and continue month-to-month until terminated.
• You may terminate with two billing cycles’ notice. The retainer credit is applied to your final invoice if your account is fully settled.
• We may suspend or terminate immediately for material breach (e.g., non-payment, illegal goods) after notice where practicable.
• Upon termination, instruct us within 10 business days to export, resell, return, store or dispose of remaining items (fees apply). If no instruction is received, we may dispose of items after reasonable notice.
• Post-termination personal data handling is governed by the DPA.

9) Governing law & disputes

These Terms are governed by the laws of Poland. The courts of Poznań (Poland) have exclusive jurisdiction, without prejudice to mandatory data-protection rights.

10) Miscellaneous

• Data protection. Our Privacy Policy and DPA form part of these Terms. Sub-processors are listed at /subprocessors.html.
• Sub-processor changes. Material changes to sub-processors are notified at least 15 days in advance as described in the DPA.
• Confidentiality. Each party must keep the other party’s non-public information confidential and use it only to deliver/receive the services.
• Compliance & sanctions. Each party complies with applicable laws (including export controls and sanctions) and shall not use the services for prohibited transactions.
• Subcontracting. We may engage sub-processors; we remain responsible for their performance.
• Changes to Terms. We may update these Terms with at least 30 days’ notice for future periods. Material adverse changes do not apply retroactively.
• Order of precedence & language. If the English and translated versions differ, the English version prevails.
• Assignment. You may not assign these Terms without our written consent.
• Force majeure. Neither party is liable for delays caused by events beyond reasonable control.
• Notices. By email to your billing/admin contact and to denis@eureturnshub.eu.
• Entire agreement; severability. These Terms, your order and the current price list are the entire agreement. If any provision is invalid, the remainder remains in effect.
• Survival. Sections relating to fees, confidentiality, data protection, limitation of liability, governing law, and survival shall remain in effect after termination.

We are not affiliated with Amazon, AliExpress, Temu or Shein. Services are for sellers on those platforms.