Refund & Returns Policy
Last updated: 26 December 2025
### 1. About this Policy
This Refund & Returns Policy explains how refunds, returns, and disputes are handled on INTERMULPRO (“we”, “us”, “our”).
INTERMULPRO is an online marketplace where independent sellers list items and buyers purchase them.
Each seller is responsible for their own listings, prices, and shipping, but all sellers must follow the minimum rules set out in this Policy.
### 2. Types of Returns
On INTERMULPRO, sellers can choose one of the following options for each listing:
1-Returns accepted
The seller accepts returns for reasons such as “change of mind”, wrong size, as well as for items that are faulty, damaged, or not as described, under the conditions in this Policy and in the seller’s own terms.
For change‑of‑mind returns, the return period is always 7 days from the date the buyer receives the item.
For items with issues (for example faulty, damaged, or not as described), sellers on INTERMULPRO may select a return period of 7, 14, or 30 days when listing their products, as shown on the product page. These periods are counted from the date the buyer receives the item, not the order date.
2-No returns (except if faulty, damaged, or not as described)
The seller does not accept returns for change of mind or similar reasons.
However, this does not remove the buyer’s right to a refund or replacement if there is a genuine problem with the order (for example, the item is faulty, damaged, or not as described) – see section 3.
Each product page will clearly show whether the seller accepts returns and, if yes, what return period applies for items with issues (7, 14, or 30 days).
### 3. Platform Protection – When You Are Always Protected
Regardless of whether a listing says “Returns accepted” or “No returns”, buyers are still protected in the following situations
1-Item not received
The item has not arrived within the expected delivery timeframe and tracking does not show successful delivery.
The buyer should first contact the seller through INTERMULPRO Online Form to try to resolve the issue.
If the matter is not resolved, the buyer can escalate the issue to INTERMULPRO within the time limit set out in section 6.
2-Item arrives damaged or faulty
The item is broken, damaged, or not working properly at the time of delivery.
Buyers may be asked to provide clear photos or videos showing the damage or fault.
3-Item significantly not as described
The item is very different from the description or photos (for example: wrong model, wrong size, missing important parts, counterfeit product, or a clearly different Color when a specific Color was stated).
Small or minor differences that do not affect the basic use of the product may not qualify as “significantly not as described”.
4-Wrong item or quantity received
The seller sends the wrong product or the wrong number of items.
In these cases, the seller must offer an appropriate solution, such as:
1-Full or partial refund – The buyer gets all their money back (full) or only part of it (partial), for example if the item is slightly damaged but still usable.
2-Replacement item (if available) – Instead of money back, the seller sends another identical or equivalent item to replace the faulty or incorrect one.
3-Return with refund – The buyer sends the item back and then gets a refund. In some cases the seller must provide a prepaid return label, depending on who is at fault and what this Policy and the seller’s terms say.
A seller’s choice of “No returns” cannot override these basic protections.
### 4. Change‑of‑Mind Returns and Compensation to the Seller
“Change of mind” means the buyer simply does not want the item anymore (for example, they don’t like it, ordered the wrong size, or no longer need it), even though the item is as described and not faulty.
Change‑of‑mind returns are only available if the seller has selected “Returns accepted” and has not excluded change‑of‑mind returns in their own conditions.
The return period for change‑of‑mind returns is 7 days, as shown on the product page, and is counted from the date the buyer receives the item, not the order date.
Unless stated otherwise on the listing, in change‑of‑mind cases:
The buyer is responsible for return shipping costs, and
the buyer may be required to pay a reasonable return or handling fee to compensate the seller for time, packaging, and original shipping costs.
Any return or handling fee must be clearly stated or reasonably explained by the seller and must comply with applicable laws.
Items must normally be returned in the same condition as received. Where applicable, this includes original packaging, accessories, manuals, and any labels or tags.
If a seller selects “No returns”, then change‑of‑mind returns are not available, but the protections in section 3 still apply.
When INTERMULPRO itself is the seller, INTERMULPRO may also charge a reasonable return or handling fee for change‑of‑mind returns, under the same principles as above.
Restocking Fee for Change‑of‑Mind Returns (to cover handling, inspection, and repackaging costs)
For change‑of‑mind returns (where the item is correctly described, not faulty, and not damaged), the buyer will be responsible for:
– The cost of return shipping, and
– A restocking fee of 15% of the item price, which will be deducted from the refund.
The restocking fee does not apply if the item is faulty, damaged, or not as described, in which case the protections in section 3 apply.
Return shipping deadline
Once a return has been approved by the seller (or by INTERMULPRO), the buyer must ship the item back and provide proof of posting (for example, a receipt or tracking number) within 7 days.
If the buyer does not ship the item within this period and does not provide a valid reason or evidence of shipment, the seller may treat the return as cancelled and is not obliged to issue a refund.
### 5. Who Pays for Return Shipping?
Responsibility for return shipping depends on the reason:
1-Seller’s fault (protected issues – see section 3)
Examples include: damaged item, faulty product, not as described, or wrong item/quantity sent.
In most cases, the seller should cover the cost of return shipping or provide a prepaid return label, or agree another fair solution with the buyer.
2-Change of mind (if returns are accepted)
If the buyer simply changes their mind and the item is as described, the buyer usually pays the return shipping and any agreed handling/return fee, unless the seller clearly states otherwise in their listing.
3-Item not received
If the item has not been delivered and there is no valid proof of delivery, there is normally no return shipping, and the seller may need to issue a refund or send a replacement.
### 6. Time Limits for Disputes and Refund Requests
To keep the system fair, buyers must act within reasonable time limits:
1-Problems with the order (not received, damaged, faulty, not as described)
The buyer should contact the seller via the INTERMULPRO Online Form as soon as possible after delivery, or after the expected delivery date if the item has not arrived.
Buyers must escalate the issue to INTERMULPRO within 30 days from the date of delivery (or from the last expected delivery date if the item never arrived).
Claims made after this period may be rejected or may be more difficult to resolve.
2-Change‑of‑mind returns
The buyer must follow the return period shown on the listing (7 days from the date of delivery).
The buyer must follow any instructions given by the seller for return shipping and packaging.
### 7. Process for Requesting a Refund or Return
1-Contact the seller first (via INTERMULPRO Online Form)
Buyers should contact the seller via the INTERMULPRO Online Form at https://intermulpro.com/contact/ to submit their request or question clearly.
2-Submitting Evidence (Photos, Videos, Documents)
If you need to provide supporting evidence (such as photos, screenshots, videos, or documents), please email them to contact@intermulpro.com and include your order number and full name in the subject line. We will link your email and attachments to your form submission and handle your request according to this Refund & Returns Policy.
The seller should respond within a reasonable time and propose a solution.
2-Agree on a solution
The seller and buyer can agree on:
-A refund (full or partial)
-A replacement
-A return with refund (with buyer or seller paying shipping as explained above)
Any other fair and clearly agreed solution
3-If you cannot resolve the issue
If the buyer and seller cannot reach an agreement, either party may contact INTERMULPRO via the Online Form or by email and provide full details of the issue.
INTERMULPRO may review the communication and evidence and may make a decision based on this Policy and the Terms & Conditions.
4-Proof and evidence
Both buyers and sellers may be asked to provide evidence (for example, photos, tracking information, receipts, and screenshots of messages) to support their claims.
### 8. Items That May Not Be Returnable
For legal, hygiene, or practical reasons, some categories may have limited or no returns, especially for change‑of‑mind. For example:
– Perishable goods (such as food or flowers)
– Custom‑made or Personalized items
– Digital products or downloadable content
– Items that cannot be returned for health or hygiene reasons once opened (for example, some cosmetics or underwear)
Even for these categories, sellers must still follow the protections in section 3 if an item is faulty, damaged, or not as described.
### 9. Multiple Sellers and Responsibility
Because INTERMULPRO is a marketplace:
– Each order is a contract between the buyer and the individual seller.
Sellers are responsible for:
– Providing accurate descriptions and images
– Packing and shipping items
– Honoring their chosen return option (7, 14, or 30 days) and time period
– Respecting this Refund & Returns Policy and INTERMULPRO’s Terms & Conditions
INTERMULPRO may, at its discretion, intervene in disputes, restrict accounts, refund fees, or take other action where users do not follow this Policy or our Terms & Conditions.
### 10. Contact
If you have questions about this Refund & Returns Policy, or if you need help with an order and cannot resolve it with the seller, you can contact INTERMULPRO using the following channels:
– Online form: Marketplace Support – INTERMULPRO
– Email: contact@intermulpro.com
### 11. Returns Address (Parcels / Couriers only)
All return parcels should be shipped to the following address:
Office 134384, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset, BH16 6FH
United Kingdom
Communication between buyers and sellers about specific orders should take place through the INTERMULPRO Online Form, so that all information is recorded and can be reviewed if a dispute arises.