Returns and refunds policy

This Returns and Refunds Policy explains how cancellations, returns, refunds, and related buyer remedies apply to transactions concluded through the KOTLYARS international marketplace and auction platform.

KOTLYARS provides a marketplace where buyers and sellers enter into transactions directly. Unless expressly stated otherwise, refunds are issued by the seller, not by KOTLYARS, because the platform does not receive or hold user payments.

This Policy supplements the Terms and Conditions, Buyer Terms, Seller Terms, Auction Rules, Payment and Settlement Policy, and other applicable KOTLYARS policies. Where mandatory consumer legislation or more favourable seller terms apply, those provisions prevail.

1. Application of This Policy. This Policy applies to fixed-price sales, online auctions, and other marketplace transactions concluded through KOTLYARS. Mandatory legal rights always take precedence over conflicting contractual provisions.
2. Role of KOTLYARS. KOTLYARS provides a digital marketplace connecting buyers and sellers. Unless expressly stated otherwise, KOTLYARS is not the seller, owner of the listed item, payment provider, carrier, or a party to the sales contract. As of the Effective Date, KOTLYARS does not receive, process, or hold payments. Where a refund is required, it is made directly by the seller.
3. Key Definitions. A Trader is a seller acting in the course of a business or professional activity. A Private Seller is an individual selling outside such activity. A Consumer is an individual purchasing primarily for personal purposes outside their trade, business, or profession.
4. Information Before Purchase. Before completing a transaction, sellers should clearly disclose their seller status, cancellation rights, return conditions, return address, applicable guarantees, refund procedures, shipping responsibilities, and any legally permitted exceptions. Failure to provide mandatory information does not remove statutory consumer rights.
5. Who May Return an Item. Consumers purchasing remotely from Traders generally benefit from mandatory consumer protection rights provided by applicable law. Purchases from Private Sellers usually do not include automatic "change-of-mind" return rights unless the seller expressly agrees otherwise. Rights arising from fraud, material misrepresentation, or breach of contract remain available where applicable.
6. Cancellation Before Dispatch. Buyers wishing to cancel an order before shipment should notify the seller promptly using an available communication channel. Where cancellation is permitted by law or contract and the item has not yet been dispatched, the seller should stop performance and refund any amount received without undue delay.
7. Withdrawal from a Distance Purchase. Where European consumer legislation applies, Consumers purchasing from Traders generally have fourteen (14) days from receipt of the item to withdraw from the contract without providing a reason. The applicable withdrawal period and associated rights remain subject to mandatory legislation.
8. Auction Purchases. Participation in an online auction does not automatically remove mandatory consumer withdrawal rights where those rights exist under applicable law. Certain exceptions may apply to genuine public auctions conducted in accordance with relevant legislation.
9. Exceptions to Withdrawal. Applicable law may exclude withdrawal rights for specific categories of goods, including custom-made products, certain sealed hygiene-sensitive items, or products whose price depends upon financial market fluctuations. Such exceptions apply only where all legal conditions have been satisfied and properly disclosed before purchase.
10. How to Request a Return. Buyers should identify the relevant transaction or lot number, describe the item, explain the reason for the return, and specify the requested remedy. Where defects, damage, counterfeit concerns, or misrepresentation are alleged, buyers should provide supporting evidence including photographs, videos, certificates, correspondence, and shipping documentation whenever available.
11. Return Deadline and Address. Where withdrawal rights apply, buyers should dispatch returned goods within the applicable legal deadline unless the seller agrees to collect the item. Sellers should provide accurate return instructions and a valid return address. For valuable goods, insured and trackable shipping is strongly recommended.
12. Item Condition and Packaging. Buyers may inspect goods only to the extent reasonably necessary to determine their nature, characteristics, and functionality. Returned items should include all original certificates, documentation, accessories, cases, and packaging where reasonably possible. Excessive handling beyond lawful inspection may affect the buyer's rights where permitted by applicable law.
13. Return Shipping Costs. Responsibility for return shipping costs depends upon the sales contract, seller terms, and applicable law. For voluntary "change-of-mind" returns, buyers may be responsible for return shipping where this was properly disclosed. Defective, damaged, counterfeit, or materially misdescribed goods may require the seller to bear return costs where required by law.
14. Defect or Lack of Conformity. Where an item supplied by a Trader is defective, counterfeit, unsafe, or materially different from its description, buyers may be entitled to remedies including repair, replacement, price reduction, or refund in accordance with applicable law. Statutory conformity guarantees remain unaffected by this Policy.
15. Damage or Loss During Delivery. Buyers should inspect shipments promptly upon delivery and document any visible damage, shortages, or loss. Where delivery is arranged by a Trader for a Consumer, risk generally remains with the Trader until physical delivery occurs unless mandatory legislation provides otherwise.
16. Refund Amount. Where a lawful refund is required, the seller should refund the purchase price together with any additional amounts required by applicable law. Any lawful deductions must be transparent, proportionate, and supported by evidence. Buyers should never be penalised for exercising mandatory legal rights.
17. Refund Timing and Method. Refund timing depends upon the applicable sales contract and mandatory legislation. Where European consumer legislation applies, Traders generally issue refunds within fourteen (14) days after receiving a valid withdrawal notice, subject to lawful conditions. Refunds should normally be made using the original payment method unless another method is agreed without additional cost. KOTLYARS does not issue refunds because it does not receive marketplace payments.
18. Records, Complaints and Disputes. Buyers and sellers should retain listings, invoices, payment records, delivery documentation, correspondence, photographs, certificates, and expert reports relating to the transaction. Parties should first attempt to resolve disputes directly. KOTLYARS may facilitate communication or review compliance with platform rules but is not required to issue legally binding decisions.
19. Abusive or Fraudulent Claims. Fraudulent returns, substituted items, manipulated certificates, concealed damage, false statements, repeated abuse of return procedures, or other dishonest conduct are prohibited. KOTLYARS may request additional information, restrict platform features, suspend accounts, or take other enforcement measures while preserving the rights of good-faith users.
20. Applicable Law and Contact. Cross-border transactions may be governed by different mandatory legal rules depending on the countries involved. Deadlines, remedies, exceptions, and consumer protections remain subject to applicable legislation. Questions, complaints, or dispute reports may be submitted through the Contact page. Updated versions of this Policy will be published with a revised Effective Date.

Important — Who Issues the Refund. KOTLYARS does not receive, process, or hold payment for marketplace transactions. Where a refund is legally or contractually required, it is issued directly by the seller or the applicable payment provider. KOTLYARS may facilitate communication and review compliance with platform rules but cannot refund funds that it has never received.

By buying or selling through the KOTLYARS platform, users acknowledge that returns and refunds are governed by the applicable sales contract, mandatory law, and this Returns and Refunds Policy together with all other relevant KOTLYARS marketplace policies.