Returns, Refunds & Cancellations
How order problems and requests are handled on the current Todijo marketplace.
Todijo
Todijo currently operates as a pre-incorporation marketplace project and service, not as an incorporated SAS. Verified company registration, VAT and registered-office details will be added after incorporation.
How buyer protection works
Todijo records the buyer's request and available evidence, gives the seller an opportunity to review it, and keeps the final approval or rejection with an authorised Todijo administrator. Depending on the decision and order type, a physical return and inspection may be required. Approved financial operations use the original Stripe payment records and guarded, retry-safe processing. This review process is not escrow, does not guarantee every claim, and does not replace mandatory legal rights.
Todijo requires sellers to declare whether they act professionally or privately and shows that declaration before purchase. This is seller-declared status, not a Todijo identity-verification badge. Applicable consumer rights depend on the seller's legal status and the circumstances.
Cancellation before shipment
A buyer may submit a cancellation request while a paid order is still in an eligible pre-shipment state. A request is not guaranteed: the seller or Todijo must review the order circumstances. Once shipment has occurred, the normal pre-shipment cancellation route is no longer appropriate, but other contractual or statutory remedies may still apply.
Problems after delivery
After delivery, a buyer may report a damaged or wrong item, an item not as described, missing goods or parts, or another legitimate order problem. The current account workflow accepts return or dispute requests after the order is marked delivered. Buyers should explain the problem and provide available evidence; internal status rules do not remove mandatory rights.
Item not received
Non-delivery should be raised in the context of the promised or reasonable shipping and delivery progress, not immediately after payment. Check tracking or seller updates where available, contact the seller, and escalate through Todijo support if the order remains unresolved. Do not mark an undelivered order as delivered merely to unlock another request route.
Returns and refunds
Start the available order request or contact support before returning goods. Wait for confirmed return instructions; Todijo does not promise an automatic prepaid label or a universal return address. Sellers must assess legitimate requests and applicable law. Approved refunds are processed through the original payment infrastructure where applicable. No exact bank settlement time is promised.
Disputes and EU withdrawal rights
If buyer and seller cannot resolve a request, it may be escalated to Todijo for platform review. Where EU consumer withdrawal rights apply, they exist independently of Todijo's internal cancellation and refund workflow. Their availability can depend on whether the seller is acting as a trader and on applicable law; no exception is created here and an order status does not extinguish a statutory right.