Service Level Agreement (SLA)

1) Scope

This SLA applies to return-handling services for marketplace/webstore merchants. A monthly plan includes: compliant EU return address, reception & barcode scanning, opening under CCTV, 2–3 photos per box, visual A/B/C grading, 14 days storage and a consolidated report within 48 hours.

Functional testing is not included unless purchased as an add-on. We are not affiliated with Amazon, AliExpress, Temu or Shein (service is for sellers on those platforms).

2) Definitions

• Client ref: your unique code printed on the outside of each box for matching and intake. Required.
• RMA: our internal return ID generated at intake; buyers do not need to provide an RMA.
• Receipt time: timestamp when a parcel is scanned into our system at the warehouse.
• Photo time: timestamp when photos become available via your report link.
• Report time: timestamp when grading & CSV/PDF report is issued (or visible in the client portal when enabled).
• Business day: Mon–Fri, excluding Polish public holidays.

3) SLA targets

• Photos ≤24 h from Receipt time (business days).
• Grading & report ≤48 h from Receipt time (business days).
• Measurement is performed system-side; per-parcel timestamps appear in your report/portal.
• Exclusions: force majeure, customs/authority holds, missing/incorrect Client ref, hazardous/prohibited items, or spikes beyond fair-use (see §8 and Terms).

4) Size/weight thresholds & extra SKUs

Oversize levels (fees in EUR per return)

• M €3: 5–10 kg or longest side 1.2–1.6 m
• L €5: 10–20 kg or longest side 1.6–2.0 m
• XL €8: >20 kg or two-person lift required

Box contents

• Included up to 2 SKUs per box (photographed together if appropriate).
• Extra SKU fee applies from the 3rd SKU in the same box as per pricing.

5) Storage & retention

• 14 days free storage per box from Receipt time.
• After day 14: €0.10 / box / day, billed weekly.
• Photos & reports are retained up to 180 days (see Privacy).

6) Weekly export / resale

• Export to CN: weekly cut-off Thu 14:00 CET, dispatch Fri (subject to carrier schedule). Box-prep €6 (≤10 kg) / €9 (10–20 kg). Export docs fee €20 per consignment.
• Resale in EU: we can list on Allegro / Vinted / OLX / eBay. Fee 20% of sale price after platform/payment fees, minimum €2 per item.

7) Priority SLA

Guaranteed full cycle (photos + grading/report) within ≤24 h from Receipt time:

• +€0.30 / return (event-based), or
• +€100 / month per account.

Availability may be limited during exceptional peaks; activation is confirmed per account.

8) Prohibited & ADR items; fair-use

• No acceptance of ADR/dangerous goods, illegal items, perishables, counterfeit/fraudulent goods, or items needing special permits outside our scope.
• Boxes without a valid Client ref are quarantined; No-RMA handling €1 per box applies (see pricing).
• Fair-use & spikes: if >30% of your monthly plan volume arrives within any 5 consecutive days, we may reschedule part to the next week or apply a +10% surge fee on the excess to protect SLA for all clients.

9) Liability cap

Our aggregate liability related to services under this SLA is limited as per Terms to the total fees paid by you for the services during the 3 months preceding the event, excluding willful misconduct or liability that cannot be limited by law. We are not liable for indirect or consequential loss.

10) Support hours & channels

• Hours: Mon–Fri 09:00–17:00 CET (warehouse & support).
• Channels: email denis@eureturnshub.eu; WeChat (QR on the Contact page).
• Response time: we aim to respond within 1 business day; urgent warehouse issues are prioritised.

11) Changes to SLA

We may update this SLA to reflect operational or legal changes. Material changes take effect from the next billing period after notice. The “Last updated” date will be adjusted accordingly.