Terms and conditions

For the purpose of these Terms:

• WOOVIN refers to the operator of the marketplace platform.
• Platform refers to the WOOVIN website and related services.
• Customer refers to any individual purchasing products through the Platform.
• Store or Seller refers to a verified business offering products for sale through the Platform.

WOOVIN operates a digital marketplace that connects customers with verified stores offering sneakers, apparel, and related products. WOOVIN provides the technological infrastructure that allows stores to list products and customers to purchase them. Unless explicitly stated otherwise, WOOVIN does not manufacture, own, or directly sell the products listed on the Platform. All purchase agreements are concluded directly between the customer and the store offering the product. WOOVIN may facilitate:

• payment processing
• logistics coordination
• customer support
• dispute resolution

Users may be required to create an account to access certain features. Users are responsible for:

• maintaining account security
• ensuring the accuracy of their information
• all activities conducted through their account

WOOVIN may suspend or terminate accounts suspected of fraud or abuse.

The Platform functions as a marketplace connecting customers with stores. Stores remain responsible for:

• product listings
• pricing
• inventory management
• shipping and fulfillment

WOOVIN acts as an intermediary platform facilitating transactions.

Product Condition Requirements
Products offered on the Platform are listed and sold by independent stores. Unless explicitly stated otherwise on the product page, all products offered through the Platform are expected to meet the following condition standards.

Brand New
Products must be unused and in the same condition as originally provided by the manufacturer. Items may not have been worn, used, or altered in any way that affects their new condition.

Unworn
Products must not show any visible signs of wear or prior use. This includes, but is not limited to, creasing, dirt, scuff marks, stains, or other indications that the product has been previously worn.

Clean Soles and Insoles
The outsole and insole of the product must be clean and free from wear. Soles must not show signs of outdoor use or damage that would indicate prior wear.

Complete With Original Components
Products must include all original components that were provided with the item by the manufacturer. This may include, but is not limited to:

• Original shoebox or packaging
• Original laces
• Hangtags or product tags
• Dust bags or protective bags (if applicable)
• Any accessories or additional items originally included with the product

Original Packaging
Where applicable, the product must be delivered with its original packaging. The packaging must be intact and suitable for safe shipment and normal resale.

Authenticity
All products offered on the Platform must be authentic and genuine products from the respective brand. Stores are fully responsible for ensuring the authenticity of the products they list and sell on the Platform.

Product Information
If a product delivered to a customer does not comply with the condition standards described above, the product may be considered non-compliant. In such cases, the customer may be entitled to a return, refund, or another appropriate resolution in accordance with these Terms & Conditions and applicable consumer protection laws.

When a customer places an order on the Platform, the order is submitted through WOOVIN to the store offering the product. At this stage, the order is considered pending confirmation and preparation by the store. After receiving the order, the store is responsible for verifying the availability of the item and preparing the product for shipment. This preparation process may include internal stock verification, quality control, and packaging of the product to ensure it meets the condition requirements of the Platform. Once the store has confirmed the order and completed preparation, the item will be shipped to the customer using an approved shipping carrier. All shipments are arranged through WOOVIN's shipping integrations or approved logistics partners in order to ensure secure and trackable delivery. Processing times may vary between stores depending on their logistics setup. Some stores ship directly from their own inventory, while others may first transfer the item within their internal network or fulfilment process before shipping it to the customer. Because WOOVIN works with multiple independent stores, preparation times may differ per order. Once an order has entered the preparation or shipping stage, it may no longer be possible to cancel the order. At that point the item may already be packed, processed, or handed over to the shipping carrier. For this reason, cancellation requests can only be accommodated when the order has not yet progressed into the shipping process. WOOVIN reserves the right to cancel or intervene in orders when necessary to maintain the integrity of the Platform and protect customers and stores. This may occur in situations including, but not limited to:

• Inventory discrepancies or stock errors reported by the store
• Technical or pricing errors on the Platform
• Suspected fraudulent activity or payment irregularities
• Situations where the store is unable to fulfil the order within a reasonable timeframe
• Violations of Platform policies by the store or customer

If an order is cancelled by WOOVIN or by the store before shipment, the customer will receive a full refund through the original payment method. Refund processing times may vary depending on the payment provider or bank. WOOVIN acts as the intermediary platform facilitating the transaction between customers and stores and coordinates communication, order processing, and payment handling to ensure that orders are fulfilled in accordance with the Platform's standards.

Orders placed on the Platform are fulfilled and shipped by the stores offering the products. Once an order has been confirmed and prepared by the store, the item will be shipped directly to the customer using an approved shipping carrier. Shipping carriers used by stores may include, but are not limited to:

• DPD
• UPS
• GLS
• Fedex
• Other supported logistics partners used by the Platform or the store

After the order has been shipped, customers will receive a shipping confirmation email including tracking information, allowing them to monitor the progress of their delivery. Delivery times may vary depending on factors such as the location of the store, the destination country, carrier processing times, and operational circumstances within the store's logistics process. While stores aim to ship orders as quickly as possible, exact delivery timeframes cannot always be guaranteed. WOOVIN coordinates the shipping process between customers and stores and works with approved carriers to ensure that shipments are handled securely and can be tracked throughout the delivery process.

Customers have the right to return their order within the legally applicable return period, provided that the product meets the return conditions described below.

Return Period
Customers must register their return request within 14 days after delivery of the order through the WOOVIN return portal. Once the return request has been registered, the customer has an additional 14 days to ship the product back to the store. If a return is registered or shipped outside these timeframes, WOOVIN and the store reserve the right to refuse the return. In such cases, the product may be sent back to the customer and additional shipping costs may apply. Exceptions to these deadlines cannot be guaranteed and will not be made on a regular basis.

How to Return an Item

1. Ensure that your return meets WOOVIN's return requirements. Before sending your item back, please make sure it complies with our return requirements. Returns that do not meet these requirements may be rejected.
2. Register your return through the WOOVIN return portal and download your pre-filled return form. Returns must be registered within 14 days of delivery.
3. Prepare the package. Items must be returned in unworn, unused, and original condition, including all original components and packaging. To prevent damage during transport, customers must pack the item in its original box or original sealing, and place it inside a second box to prevent damage during shipping (double boxing).
4. Add the return form. Print the pre-filled return form and place it inside the return package so the store can identify the return.
5. Ship the return. Print the return label and ship the package through the indicated carrier. Customers should keep the shipping receipt and tracking number until the return has been processed.

Condition of Returned Items
Returned products must comply with the Platform's product condition requirements. Items must be returned:

• Unworn and unused
• In the same condition as originally received
• With all original packaging and accessories included
• Items with attached tags must be returned with all original tags still attached.

If a returned product shows signs of wear, damage, missing components, or improper packaging, the return may be refused by the store. In such cases, the item may be shipped back to the customer and additional shipping costs may apply.

Refunds
Once the returned item has been received and inspected by the store, the return will be processed. If the return meets the required conditions, the refund will generally be processed within 3-5 business days. Refunds will be issued through the original payment method used for the purchase. Processing times may vary depending on the payment provider or bank.

Customers may not abuse return policies. Repeated returns, fraudulent claims, or misuse of the return system may result in:

• account restrictions
• refusal of future returns
• account suspension

Refunds may be issued when:

• an order is cancelled
• a package is lost in transit or incorrectly delivered
• a product cannot be delivered
• a return is approved
• a package is returned to sender

Refunds are processed to the original payment method.

Customers are encouraged to contact WOOVIN support before initiating payment disputes. If a chargeback is initiated without prior contact, WOOVIN reserves the right to:

• suspend the customer account
• investigate the claim
• dispute fraudulent chargebacks

To maintain the integrity, safety, and reliability of the Platform, all stores must successfully complete WOOVIN's verification and onboarding process before they are permitted to list or sell products. As part of this process, stores may be required to provide and verify various types of information, including but not limited to:

• Identity verification of the business owner or authorized representative
• VAT registration information
• Business registration details (where applicable)
• Contact and operational details of the store

Identity verification may be conducted through third-party verification providers, such as Veriff or similar identity verification services. These providers may perform identity checks, document validation, and other compliance procedures to confirm the legitimacy of the store and its representatives. Stores are not permitted to sell products on the Platform until the verification process has been successfully completed. WOOVIN reserves the right to request additional documentation or perform further checks if necessary to comply with legal, regulatory, or internal compliance requirements. Each store account must represent one verified business entity or authorized seller. The use of multiple identities, false information, or operating multiple seller identities under a single account without authorization is strictly prohibited. WOOVIN reserves the right to suspend, restrict, or permanently remove stores from the Platform if they fail to complete the verification process, provide inaccurate information, violate Platform policies, or otherwise fail to comply with marketplace standards.

Stores agree to:

• sell authentic products
• maintain accurate listings
• fulfill orders promptly
• comply with applicable laws

Stores are responsible for all products they list and sell.

WOOVIN collects payments on behalf of stores. After an order is delivered and marked as completed, payouts become eligible. Payouts are typically processed within three (3) business days after completion. This timeframe is indicative and not guaranteed. Delays may occur due to:

• payment provider processing
• fraud checks
• banking delays
• technical or administrative issues

Stores agree that WOOVIN may charge marketplace service fees. These fees compensate WOOVIN for:

• payment processing
• marketplace management (transaction fee)

Marketplace fees are automatically deducted from payouts.

Stores are solely responsible for complying with all applicable tax and VAT regulations in the jurisdictions in which they operate. By selling products on the Platform, stores confirm that they understand and comply with their local and international tax obligations. The prices displayed on the Platform may include Value Added Tax (VAT) where applicable. Depending on the store's tax status, location, and the destination country of the order, VAT may be calculated, charged, or settled as part of the transaction through the Platform. For certain cross-border transactions within the European Union, the reverse VAT mechanism may apply in accordance with applicable EU VAT regulations. In such cases, VAT may be shifted to the receiving party in accordance with EU tax rules. Stores remain responsible for correctly applying the relevant VAT treatment based on their tax status and the nature of the transaction. WOOVIN may facilitate certain aspects of payment processing and transaction settlement between customers and stores. However, WOOVIN does not assume responsibility for the tax obligations of stores. Stores remain fully responsible for:

• Proper VAT registration where required
• Correct VAT reporting and declarations
• Compliance with national and EU tax regulations
• Issuing invoices or tax documentation where required by law
• Maintaining accurate financial records of their sales conducted through the Platform

To ensure compliance and maintain the integrity of the marketplace, WOOVIN may request VAT numbers, business registration documents, tax identification numbers, or other tax-related documentation from stores at any time. Stores must ensure that all provided information is accurate and up to date. Failure to comply with applicable tax regulations or failure to provide requested documentation may result in temporary suspension of payouts, restriction of selling privileges, or removal from the Platform.

Stores are expected to fulfill all orders placed through the Platform. For every 50 successfully fulfilled orders, a store may cancel one order without penalty. If cancellations exceed this allowance, a penalty applies. The penalty will be:

• €20 per cancelled order, or
• 5% of the order value

The higher amount applies. Penalties are automatically deducted from future payouts.

WOOVIN may monitor store performance metrics including:

• cancellation rate
• shipping delays
• customer complaints

Stores with poor performance may face:

• listing restrictions
• temporary suspension
• permanent removal from the Platform

Stores must sell authentic products only. If a product is found to be counterfeit, WOOVIN may:

• cancel the order
• refund the customer
• suspend the store
• remove the store permanently

To the fullest extent permitted by law, WOOVIN shall not be liable for:

• indirect damages
• loss of profits
• shipping delays
• actions of stores or customers

WOOVIN's liability shall not exceed the value of the relevant transaction.

WOOVIN shall not be liable for failure or delay in performance caused by circumstances beyond its reasonable control, including:

• natural disasters
• strikes
• transportation disruptions
• governmental actions
• internet or infrastructure outages

For questions regarding these Terms, please contact:

WOOVIN
Boothstraat 2A, 3512 BW Utrecht
[email protected]
www.woovin.com