1.0. Marketplace Structure
YUUNRI operates solely as a digital intermediary marketplace platform connecting Users with
independent third-party Vendors and delivery providers.
All products and services displayed on the platform are sold directly by independent Vendors.
Contracts for the sale of goods are concluded directly between the User and the respective Vendor.
YUUNRI is not:
- the seller,
- reseller,
- manufacturer,
- distributor,
- restaurant operator,
- logistics provider,
- or owner of Vendor products.
YUUNRI may facilitate:
- order management,
- payment coordination,
- customer support communication,
- dispute administration,
- and refund processing workflows,
but does not assume direct liability for Vendor products, delivery execution, or Vendor refund obligations.
YUUNRI manages:
- platform functionality,
- payment coordination and payment facilitation,
- customer support coordination,
- delivery coordination.
- Payments processed via Stripe.
- Approved refunds may be administratively processed through the original payment method via Stripe or another payment provider on behalf of the responsible Vendor.
Eligibility for Returns
- Items may be returned if they are:
- Damaged or defective upon arrival
- Incorrect items (different from what was ordered)
- Not as described (significantly different from the product listing)
- Certain items are non-returnable for hygiene or safety reasons (e.g., food, beverages, personal care items, customized goods).
Return Window
- Customers must request a return within 7 days of receiving the product.
- For international orders, return requests must be submitted within 14 days due to longer transit times.
1.1. Delivery Services Disclaimer
Delivery services are performed by independent third-party delivery providers who remain solely responsible for:
- transportation services,
- delivery execution,
- delivery timing,
- delivery-related damages,
- and transportation-related liabilities.
YUUNRI solely facilitates delivery coordination and technology integration and does not itself
provide transportation services.
2.0. Customer Refund Rules
A. Food / Perishable Goods
Food and perishable products may be excluded from statutory withdrawal rights once delivery has
occurred, to the extent permitted under applicable German and EU consumer protection laws.
Refund only if:
- product damaged,
- poor quality,
- wrong/missing item,
- major delay,
- non-delivery.
Complaint deadline: within 24 hours after delivery.
B. Non-Food Products
- Certain non-food products may qualify for statutory withdrawal rights in accordance with applicable German and EU consumer protection laws.
- Customer may return item for change of mind.
- Customer pays return shipping unless defect exists.
Refund eligible for:
- defective product,
- damaged delivery,
- wrong item,
- missing item,
- non-delivery,
- payment error.
Complaint deadline: within 14 days.
3.0. Refund Responsibility
Refunds, returns, withdrawals, cancellations, reclamations, and warranty claims are the
responsibility of the respective Vendor in accordance with applicable German and EU consumer
protection laws.
Each Vendor may maintain additional refund or return conditions provided such conditions comply
with mandatory applicable law.
YUUNRI may facilitate communication, dispute handling, and administrative refund processing
between Users, Vendors, payment providers, and delivery partners in order to support customer
experience and marketplace operations.
Where refunds are approved by the responsible Vendor or otherwise required under applicable law,
refunds may be technically processed through the payment provider used for the original transaction.
YUUNRI does not assume direct seller liability for:
- product defects,
- Vendor conduct,
- product quality,
- delivery failures,
- or refund obligations attributable to Vendors or third-party delivery providers.
3.1. Customer Responsibilities
Users are responsible for:
- providing accurate delivery information,
- being available to receive deliveries,
- inspecting products upon delivery where reasonably possible,
- and submitting complaints within the applicable reporting periods.
Refunds, replacements, or compensation may be refused where issues arise due to:
- incorrect delivery information,
- customer unavailability,
- misuse of products,
- or fraudulent conduct.
4.0. Return Request Process
Users requesting a return, refund, replacement, or complaint resolution should contact YUUNRI
Customer Support and provide:
- order number,
- reason for the request,
- and supporting evidence where applicable (such as photos or delivery information).
YUUNRI may facilitate communication and administrative coordination between the User, Vendor,
payment provider, and delivery partner.
Where a return or refund request is approved by the responsible Vendor or otherwise required
under applicable law, the User may receive instructions regarding:
- return shipment,
- collection arrangements,
- replacement procedures,
- or refund processing steps.
Delivery services are performed by independent third-party delivery providers who remain solely responsible for:
- transportation services,
- delivery execution,
- delivery timing,
- delivery-related damages,
- and transportation-related liabilities.
5.0. Refund Processing
Where a refund is approved by the responsible Vendor, payment provider, or otherwise required
under applicable law, the refund may be administratively processed through the original payment
method via Stripe or another payment provider.
Refund processing timelines may vary depending on:
- Vendor review procedures,
- payment provider timelines,
- banking systems,
- dispute investigations,
- and operational processing requirements.
In certain cases, Users may be offered:
- replacement products,
- partial refunds,
- store credits,
- or alternative resolutions,
subject to Vendor approval and applicable consumer protection laws.
6.0. Return Shipping Costs
Where a return is approved:
- return shipping costs resulting from Vendor error, defective products, incorrect items, or damaged goods shall generally be borne by the responsible Vendor;
- return shipping costs resulting from customer preference, withdrawal requests, or non-defective products may be borne by the User unless otherwise required by applicable law or agreed by the Vendor.
7.0. Food and Perishable Goods
Due to hygiene, food safety, and spoilage considerations, food products and other perishable
goods may be excluded from statutory withdrawal rights once delivered, to the extent permitted
under applicable law.
Refunds or replacements for food and perishable items may only apply in cases of:
- defective products,
- incorrect orders,
- missing items,
- damaged goods,
- contamination,
- or legally recognized quality issues.
Users are encouraged to report food-related issues promptly after delivery and provide supporting
evidence where reasonably requested.
Vendors remain solely responsible for compliance with all applicable food safety, labeling,
hygiene, storage, and consumer protection laws.
- Once the returned item is received and inspected by the vendor, refunds will be processed.
- Refunds are issued to the original payment method within 7–14 business days (processing times may vary by bank or payment provider).
- In some cases, customers may be offered a store credit or replacement item instead of a cash refund.
8.0. Exchanges
- Exchanges are only possible for identical items (same product, different size/color where applicable).
- For other cases, a refund will be issued, and the customer can place a new order, subject to product availability and Vendor approval.
9.0. Non-Returnable Items
- Perishable goods (e.g., fresh foods, beverages)
- Personal care items (e.g., cosmetics, hygiene products)
- Customized or personalized products
- Digital/downloadable products
to the extent permitted under applicable law.
9.1. Fraud Prevention and Abuse
YUUNRI reserves the right to:
- request supporting evidence,
- review refund or complaint requests,
- reject abusive or fraudulent claims,
- limit excessive refund requests,
- and suspend accounts involved in suspected misuse, fraud, or abuse of the platform.
9.2. Platform Protection Measures
YUUNRI reserves the right to:
- temporarily suspend refund processing,
- restrict user accounts,
- delay reimbursements,
- or request additional verification
where reasonably necessary to:
- investigate suspected fraud,
- prevent abuse,
- comply with legal obligations,
- or protect marketplace integrity.
10.0. Dispute Handling
If a dispute arises between a User and a Vendor, YUUNRI may assist in facilitating communication
and administrative dispute handling in order to support marketplace operations and customer experience.
However, YUUNRI does not act as:
- the contractual seller,
- legal representative,
- arbitrator,
- or formal mediator
between Users and Vendors.
10.1. Limitation of Liability
To the maximum extent permitted by applicable law, YUUNRI shall not be liable for:
- product defects,
- Vendor conduct,
- delivery failures,
- food quality issues,
- indirect damages,
- consequential damages,
- loss of profits,
- or acts or omissions of Vendors or third-party delivery providers.
10.2. Force Majeure
YUUNRI shall not be liable for delays, interruptions, or failures in refund handling,
communications, or platform operations resulting from events beyond its reasonable control,
including:
- payment processor failures,
- logistics disruptions,
- internet outages,
- cyberattacks,
- governmental actions,
- labor disputes,
- or force majeure events.
Nothing in this Policy excludes mandatory statutory liability under applicable law.
11.0. Contact & Support
For return and refund requests, please contact:
support@yuunri.com
