Return Policy

1. General Principles

• Peer-to-Peer Nature: Most transactions on CircuCity occur between private users (C2C). Under Swedish and EU law, sales between private individuals are generally not covered by the statutory 14-day right of withdrawal (ångerrätt) that applies to distance contracts with professional traders. There is no automatic right to return an item simply because you changed your mind, it doesn't fit, or you no longer want it.
• Buyer Protection & Remedies: CircuCity provides Buyer Protection for eligible issues. Refunds are available if an item does not arrive, arrives damaged, or is significantly not as described in the listing (e.g., wrong item, major condition mismatch, or undisclosed defects).
• Professional Sellers: If you purchase from a verified professional/business seller on CircuCity (if/when we introduce such options), additional consumer rights may apply, including the 14-day right of withdrawal and the 3-year complaint period under the Swedish Consumer Sales Act (Konsumentköplagen). Such sellers must clearly state their terms.

2. When You Can Request a Return or Refund

You may report an issue and request a remedy within 2 days of receiving the item (or of the expected delivery date if the item never arrives). Eligible reasons include:

• The item does not arrive (lost in transit).
• The item arrives damaged in a way not described in the listing or damaged during shipping.
• The item is significantly not as described (e.g., wrong size/color, fake/counterfeit if listed as authentic, major undisclosed defects, incomplete).
• The item is counterfeit or not authentic when listed as branded/original.

Ineligible reasons (no refund/return through platform protection):

• Change of mind.
• Item doesn't fit or personal preference.
• Minor wear consistent with the described second-hand condition.
• Buyer's remorse.

3. How to Report an Issue

1. Go to your order in your CircuCity account.
2. Select "Report a Problem" or contact support within 2 days of delivery (or non-delivery).
3. Provide clear evidence: photos of the item, packaging, any defects, comparison to the listing description, and tracking information if applicable.
4. Submit your requested remedy (e.g., full refund, partial refund, return).

Our support team will review the case promptly (typically within 48 hours) and may ask for additional information from you or the seller.

4. Possible Outcomes & Return Process

Depending on the case:

• Full Refund: Issued if the claim is valid (e.g., not as described, lost, damaged). The refund includes the item price, platform fees (if applicable), but typically excludes original shipping unless the seller agrees or fault lies with shipping.
• Partial Refund: Offered as an alternative (e.g., minor issue) if both parties agree.
• Return Requested:
  • If approved, you must return the item in the same condition received (including original packaging where possible) within 5 business days of approval.
  • Return shipping is usually paid by the buyer unless the seller agrees otherwise or the issue is clearly the seller's fault (e.g., wrong item sent).
  • Once the seller confirms receipt of the returned item in acceptable condition, the refund is processed.
• Seller-Issued Remedies: Sellers may offer partial refunds, replacements, or accept returns directly. CircuCity encourages amicable resolutions.

Refunds are processed back to the original payment method via our secure payment provider. Processing time is typically 5–10 business days.

5. Seller Responsibilities

• Sellers must describe items honestly, including condition, defects, and photos.
• If a return is approved due to seller fault, the seller may need to cover return shipping or accept the loss.
• Repeated invalid listings or disputes may lead to account restrictions or suspension.

6. No Automatic Return Window for Private Sales

Unlike purchases from professional traders, there is no mandatory 14-day cooling-off period for private second-hand sales on CircuCity. Any return is at the seller's discretion unless it qualifies under Buyer Protection.

7. Complaints & Legal Rights

• For issues not resolved through CircuCity, you may contact the Swedish Consumer Agency (Konsumentverket) or seek advice from Hallå konsument.
• Under the Consumer Sales Act, you have up to 3 years to complain about hidden defects (if applicable), but this is separate from platform returns.
• If the seller is a professional, additional rights apply (e.g., repair, replacement, price reduction, or refund).

8. Support

Need help?

• Visit our Help Centre
• Contact customer support via your account
• Email: circucity2024@gmail.com or hr@circucity.com

We aim to resolve issues fairly and promote trust in the circular economy.

This policy may be updated as our services evolve (e.g., when swap features launch). Major changes will be notified via the platform or email. By using CircuCity, you agree to this Return Policy.