Service standards for controlled returns operations.

1. Scope

This Service Level Agreement applies to return-handling services provided to approved and onboarded EU Returns Hub service clients under the applicable service arrangement.

A standard service workflow may include EU return-address access, parcel intake, barcode or reference scanning, opening and visual review, photo evidence, visual A/B/C grading, short-term storage and client reporting.

Functional testing, repairs, advanced diagnostics, repackaging, export preparation, resale, disposal or special handling are not included unless selected, agreed or charged as applicable add-ons.

2. Definitions

• Client REF: the client-specific reference code used to identify the account and match returns to the correct workflow.
• RMA: an internal return case identifier generated or recorded during intake. Buyers do not need to provide an RMA unless agreed for a specific account flow.
• Receipt time: the timestamp when a parcel is scanned or recorded as received in the applicable workflow.
• Photo time: the timestamp when photo evidence is added to the applicable report, file, email or portal record.
• Report time: the timestamp when grading or consolidated return reporting is issued or made visible to the client.
• Business day: Monday to Friday, excluding Polish public holidays and exceptional non-operational days communicated to affected clients.

3. Measurement

SLA timing is measured from receipt time, provided the parcel carries valid identification, does not require exception handling and falls within the agreed service scope.

Where system-side timestamps are available, those timestamps are used as the primary measurement reference. Where a manual workflow applies, email, sheet, report or portal records may be used as the operational record.

4. SLA targets

• Photos: target ≤24h from receipt time on business days for standard parcels.
• Grading and report: target ≤48h from receipt time on business days for standard parcels.
• Storage: 14 days included per box unless a different arrangement applies.
• Priority: full-cycle target ≤24h where Priority SLA has been activated and confirmed for the account.

SLA targets are operational targets, not guarantees for parcels affected by missing references, prohibited items, volume spikes, carrier issues, customs or authority holds, unsafe items, force majeure or other exceptions outside normal intake.

5. Oversize and extra SKUs

Oversize or mixed-SKU parcels require additional handling time and may be charged under the current pricing structure.

• Oversize M: 5–10 kg or longest side approximately 1.2–1.6 m.
• Oversize L: 10–20 kg or longest side approximately 1.6–2.0 m.
• Oversize XL: over 20 kg, two-person handling or non-standard movement requirements.
• Extra SKU: additional SKU handling may apply from the third SKU inside the same box.

6. Storage and retention

• Standard storage includes up to 14 days per box from receipt time.
• Storage after the included period may be charged according to the current pricing page or service arrangement.
• Photos, reports and operational records may be retained for operational, billing, compliance and dispute-resolution purposes according to the Privacy/GDPR terms.

7. Export, resale and execution

After inspection and reporting, the client may request execution actions such as export preparation, resale handling, disposal, additional storage or other account-specific decisions where such options are available.

Execution timelines depend on the selected action, carrier schedule, documentation readiness, platform rules, marketplace restrictions and product condition.

8. Priority SLA

Priority SLA may be available for approved accounts that require faster evidence and grading. Activation is subject to operational capacity and account confirmation.

• Priority may be billed per return or as a monthly account option according to the pricing page.
• Priority applies only after it has been accepted and activated for the account.
• Priority does not override prohibited-item rules, safety requirements, customs holds or missing-reference exceptions.

9. Prohibited items and fair use

• ADR/dangerous goods, illegal goods, perishables, counterfeit or fraudulent goods, controlled items or items requiring special permits may be refused, quarantined or handled separately.
• Parcels without valid Client REF may be quarantined, delayed, charged for exception handling or refused depending on the account setup.
• Volume spikes beyond the agreed plan or forecast may require rescheduling, surcharge, temporary capacity adjustment or account review.
• Fair-use rules protect all clients and keep SLA targets realistic across the service layer.

10. Liability

Liability is governed by the Terms and the applicable service arrangement. Unless otherwise required by law, EU Returns Hub is not liable for indirect, consequential, special or lost-profit damages.

Aggregate liability related to services is limited according to the Terms and any applicable agreement, excluding willful misconduct or liability that cannot be limited by law.

11. Support

• Support hours: Monday–Friday, 09:00–17:00 CET, excluding Polish public holidays unless otherwise agreed.
• Primary channel: written communication by email or other approved written channel.
• Response target: we aim to respond within one business day, with urgent operational issues prioritised where possible.

12. Changes

EU Returns Hub may update this SLA to reflect operational, legal, pricing, carrier, safety or capacity changes. Material changes generally apply from the next billing or service period after notice, unless immediate change is required for legal, safety or fraud-prevention reasons.

Last updated: 28 May 2026.