Returns & Withdrawal
title: Returns & Right of Withdrawal lastUpdated: 2026-07-04 status: DRAFT
DRAFT — PENDING LEGAL COUNSEL REVIEW, NOT LEGAL ADVICE. Tailored to DEPOT's delivery-anchored 14-day escrow model. The "sealed/hygiene" exception is flagged for counsel — the release audit concluded it likely does NOT cover secondhand streetwear, so this draft applies the full 14-day right to everything by default.
Returns & Right of Withdrawal
As an EU marketplace, DEPOT honours your statutory right of withdrawal under the Consumer Rights Directive (Directive 2011/83/EU, "CRD").
1. Your 14-day right of withdrawal
You may withdraw from a purchase within 14 days without giving a reason. The period starts on the day you (or a third party you nominate) take physical possession of the item — i.e. the day of delivery. This is a right to change your mind, separate from any complaint that an item is faulty or not as described.
2. How to withdraw
Notify us within the 14 days via your Orders page or by emailing {{RETURNS_EMAIL}}. You may use the model withdrawal form below, but you don't have to. We'll acknowledge your request.
You then return the item to the trader (return instructions are provided) within 14 days of telling us. You are responsible for the item until the trader receives it; keep proof of postage.
COUNSEL: Confirm who bears the cost of return postage under the disclosed policy (CRD default: the consumer bears direct return cost only if they were told so before ordering — otherwise DEPOT/the trader bears it). Set the disclosed position and reflect it here.
3. Refunds
Because your payment is held in escrow until after the withdrawal window, a valid withdrawal made while the order is still within the window is refunded to your original payment method. We may reduce the refund to reflect any diminished value of the item resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning.
We refund within 14 days of being notified of your withdrawal, though we may wait until the item is received back or you provide proof of return.
4. Faulty or "not as described" items
Separately from the 14-day right, if an item is faulty, counterfeit, damaged, or materially different from its listing, open a dispute from your Orders page. The payout to the trader is paused and a person reviews the case. Your statutory rights against a non-conforming item are not limited by the 14-day withdrawal period.
5. Exceptions
COUNSEL: The CRD Art. 16 exceptions (e.g. sealed goods unsuitable for return on hygiene/health grounds once unsealed) are narrow and, per the release audit, likely do not apply to ordinary secondhand streetwear/vintage. This draft therefore applies the full 14-day right to all items and activates no exception. Do not enable any exception in production until counsel confirms it in writing (this maps to the
CRD_EXCEPTIONS_APPROVED=falseguard).
6. No "all sales final"
A trader cannot contractually remove your statutory withdrawal or non-conformity rights. Any such clause in a trader's own terms is void to that extent.
Model withdrawal form
To {{DEPOT_LEGAL_ENTITY_NAME}}, {{RETURNS_EMAIL}}: I/We hereby give notice that I/We withdraw from my/our contract of sale of the following item: Order number: ____ Item: ____ Ordered/received on: ____ Name: ____ Address: ____ Date: ____