This Refund and Return Policy (“Policy”) outlines the terms, rights, and procedures for exercising the right of withdrawal, as well as requesting returns and refunds for purchases made on the rzxshop.com platform (the “Platform”), owned and operated by Reload People Ltd (“we,” “our”). This Policy supplements the Terms and Conditions for Users and the Terms and Conditions for Sellers, as well as applicable legislation, including EU regulations (such as Directive 2011/83/EU on consumer rights) and UK consumer protection laws.

1. Scope of Application

This Policy applies to all purchases made by Users (consumers) on the Platform through third-party Sellers. Reload People Ltd is not the direct seller of products but acts as a technological intermediary. Therefore, the contractual sales relationship is between the User and the Seller. Specific conditions for returns and refunds may vary by Seller, provided they are no less favorable than the mandatory consumer protection laws.

2. Right of Withdrawal (for Consumers)

2.1 Standard Withdrawal Period:
Unless exceptions apply under the law, a User who makes a purchase as a consumer has the right to withdraw from the purchase contract within 14 days of receiving the product without providing any reason. This right applies to all products not excluded from withdrawal under applicable EU and national regulations.

2.2 Exercising the Right of Withdrawal:
To exercise the right of withdrawal, the User must contact the Seller through the Platform's internal ticketing system, following the provided instructions. The User must indicate their intention to withdraw and, if required, provide the Order Number and any additional information necessary to identify the transaction.

2.3 User Obligations:
After notifying their intention to withdraw, the User must return the product to the Seller within 14 days. The return shipping costs are borne by the User unless more favorable conditions are offered by the Seller.

2.4 Exclusions from the Right of Withdrawal:
The right of withdrawal does not apply to:

• Personalized or custom-made products.
• Perishable goods.
• Sealed items that cannot be returned for hygiene reasons once unsealed.
• Other product categories excluded by law.

These exceptions will be clearly indicated by the Seller on the product listing.

3. Returns for Defective or Non-Compliant Products

3.1 Defects and Legal Guarantees:
If a product is defective, damaged, or does not match the description provided, the User must report the issue to the Seller within a reasonable timeframe from discovery. The Seller is required to provide remedies in compliance with the law, such as repair, replacement, price reduction, or a refund.

3.2 Return Costs for Defective Products:
In cases of defective or non-compliant products, the return shipping costs will be covered by the Seller, unless otherwise stated by mandatory legal provisions or more favorable Seller policies.

4. Return and Refund Procedure

4.1 Contacting the Seller:
For returns and refunds, the User must contact the Seller through the Platform's internal ticketing system or other channels indicated on the product listing. The Seller will provide instructions on the return location and process.

4.2 Evaluating the Request:
Once the returned product is received, the Seller will verify its condition and determine if the return or refund request meets the necessary requirements.

4.3 Refund Timeline:
When a refund is due, the Seller must process it within 14 days of receiving the returned product or proof of its shipment, whichever comes first. Refunds are typically credited to the User's RZX Wallet, restoring the available balance. In cases of account closure or exceptional circumstances, refunds may be issued using alternative methods as outlined in the Terms and Conditions for Users.

4.4 Form of Refund:
Refunds will be issued using the same payment method used by the User (RZX Wallet), unless it is technically impossible or otherwise agreed. Credits in the RZX Wallet are generally non-convertible to cash, except in exceptional cases specified in the Terms and Conditions.

5. Assistance and Platform Intervention

5.1 Role as Mediator:
While not a party to the sales contract, the Platform may act as a mediator in disputes between Users and Sellers to ensure compliance with applicable laws and fairness for both parties.

5.2 Reporting Issues to the Platform:
If the User is unable to resolve an issue directly with the Seller, they may contact the Platform through the designated support form. Reload People Ltd will review the situation and may take action, such as urging the Seller to respond or, in severe cases, suspending the Seller’s products or account.

6. Legal Provisions and User Rights

6.1 Mandatory Provisions:
Nothing in this Policy limits or excludes the rights granted to Users under applicable national and EU consumer protection laws.

6.2 Additional Rights:
Sellers may offer more favorable terms (e.g., extended withdrawal periods or free returns), which will take precedence over the standard conditions.

7. Updates to this Policy

7.1 This Policy may be updated periodically to reflect regulatory changes or improve services. In the event of substantial changes, Users will be notified via the Platform or email.

Note: For any questions or assistance, please contact our customer support team at: [email protected]