Difficult to return items and lack of transparency
I received a low-quality product that didn’t match expectations (thin material, poor fit). When I asked to return it, I was not given a return address. Instead, customer service repeatedly tried to avoid the return by offering increasing partial refunds — first 20%, then 40%, then 55%.
Only after rejecting these offers multiple times was I finally given access to the return process.
Throughout the conversation, return costs were vaguely quoted as €15–€20. In reality, the actual cost turned out to be €13.90. This inconsistency, combined with what appear to be automated responses, makes the process feel deliberately unclear and discouraging for customers.
This appears to be a dropshipping model: products shipped individually from overseas, with return logistics that are not transparently communicated upfront. In practice, customers are nudged into accepting partial refunds instead of returning items.
In my case, the item isn’t usable. Given the economics of international returns, it’s hard to see how returned items are realistically resold, which likely leads to unnecessary waste.
Overall, this feels like a system designed to avoid returns rather than provide a fair and transparent customer experience. I would not have ordered if this had been clear upfront.
