Refund Policy
Effective September 12, 2026 · eddy s.r.o., Šmahova 1244/112, 627 00 Brno-Slatina, Czechia
Every order paid through eddy is covered by Buyer Protection. Here is exactly what is covered, how to claim, and how money moves.
1. What is covered
- The item never arrives.
- The item is significantly not as described: wrong item, wrong size versus the listing, undisclosed damage or stains, counterfeit, or missing parts.
- The seller cancels or fails to ship within 5 days.
2. What is not covered
- Payments made outside eddy.
- Changing your mind when the item matches the listing (unless the seller is a business — see below).
- Minor wear that was disclosed in the description or visible in photos.
- Claims opened more than 2 days after delivery, or after you have confirmed delivery.
3. Buying from a business seller: 14-day withdrawal
If the seller is a business and you are a consumer, you may withdraw from the purchase within 14 days of delivery without giving a reason. Return the item at your cost (unless the seller says otherwise) in the condition you received it; the seller refunds within 14 days of receiving it back. Exceptions apply for sealed hygiene products that were opened and personalised goods.
4. How to claim
Do not confirm delivery. Open the order, choose "I have a problem", pick a reason and add photos. Sellers get 48 hours to respond. Most cases are resolved within 3 business days. Sometimes we will ask you to return the item with a label we provide; the refund is released when tracking shows it on the way back.
5. How refunds are paid
Refunds cover the item price, shipping and the Buyer Protection fee. They go back to the original payment method within 5–10 business days, or instantly to your eddy Balance if you choose that option. Partial refunds are possible when both sides agree or when we decide a dispute that way.
6. Cancellations
If the seller has not shipped within 5 days you can cancel from the order page for an immediate full refund. Sellers may cancel before shipping; repeated cancellations lead to account restrictions.
7. Sellers
When a claim is upheld the item price is deducted from your Pending balance (or clawed back from Available if already released). You see the reason on the order page and can appeal within 7 days.