Returns and Refund Policy

1.Scope and Relationship to the Terms and Conditions

1.1  This Returns and Refund Policy (the "Policy") forms an integral part of the Terms and Conditions of Solyd Store k.f.t. (the "Provider"). Capitalised terms used but not defined in this Policy have the meanings given to them in the Terms and Conditions.

1.2  This Policy is intended as the operational document setting out how returns, refunds, and related claims are handled in practice. The Terms and Conditions remain the principal contractual document and the legal backstop.

1.3  This Policy applies to all purchases made through the Provider's Website or through the Provider's contact channels. By completing a purchase, the Customer confirms that they have read, understood, and accepted this Policy.

2.General Principles

2.1  The Provider's products are physical accessories (predominantly plastic-based phone cases) that are not technically or commercially suited to physical repair. Returns and physical repairs are, as a general rule, commercially unreasonable. Accordingly, the Provider does not accept returns outside of the procedures expressly set out in this Policy, the complaint procedure described in the Terms and Conditions, and the statutory right of withdrawal described in Section 3 below.

2.2  The Provider does not accept packages sent with cash on delivery. Any such package will be refused and returned to the sender at the sender's cost.

2.3  This Policy is without prejudice to the Force Majeure provisions of the Terms and Conditions, which may extend the deadlines set out in this Policy in circumstances beyond the Provider's reasonable control.

3.Right of Withdrawal (Consumers)

3.1  A Consumer may withdraw from the contract without stating a reason within fourteen (14) days from the date on which the Consumer, or a third party designated by the Consumer (other than the carrier), takes physical possession of the product(s).

3.2  Notification. To exercise the right of withdrawal, the Consumer must notify the Provider in writing at support@solyd.store within the fourteen (14) day period. The Consumer is encouraged to use the model withdrawal form made available by the Provider, but may alternatively make any other unequivocal statement of withdrawal.

3.3  Return of the Product. After submitting the withdrawal notice, the Consumer must return the product(s) to the Provider within fourteen (14) days of submitting the notice. The Consumer bears the direct costs of returning the product(s); these costs are not reimbursed by the Provider.

3.4  Refund Timeline. The Provider shall issue a refund of the purchase price within fourteen (14) days of either (i) receiving the returned product(s), or (ii) receiving evidence from the Consumer that the product(s) have been dispatched for return, whichever occurs earlier. The refund shall be made using the same payment method used by the Consumer in the original transaction, unless the parties expressly agree otherwise.

3.5  Condition of Returned Products. The Consumer may handle the product(s) only to the extent necessary to determine their nature, characteristics, and functioning, in the same manner as would be permitted in a physical retail store. If the returned product(s) show signs of damage, wear, or use exceeding what is necessary to establish the nature, characteristics, and functioning of the product, the Provider may reduce the refund amount proportionally to reflect the diminished value. The Provider shall assess and notify the Consumer of any such reduction, with reasoned justification, before processing the refund.

3.6  Original Shipping Costs. The Consumer bears the costs of shipping the products subject to the withdrawal. These costs will not be reimbursed by the Provider.

4.Exceptions to the Right of Withdrawal

4.1  The right of withdrawal set out in Section 3 does not apply to:

4.1.1  goods or services whose price depends on fluctuations in markets over which the company has no influence and which may occur within the withdrawal period;

4.1.2  goods manufactured according to the precise instructions of the consumer and tailored to their personal needs;

4.1.3  goods that, due to their nature, are not suitable for return, are perishable, or have a short expiration date;

4.1.4  services performed, if the company fully fulfills the contract and the performance of the service began based on the consumer's explicit prior consent and agreement that they lose the right to withdraw from the contract once it is fully fulfilled by the company;

4.1.5  sealed special products if the consumer has broken the safety seal after delivery;

4.1.6  sealed goods that are not suitable for return due to health or hygiene reasons, if the consumer has broken the seal after delivery or if the packaging is opened or damaged;

4.1.7  goods that, due to their nature, are inseparably mixed with other items;

4.1.8  digital content not delivered on a tangible data carrier, if the performance of the service began based on the consumer's explicit prior consent and agreement.

4.2  For Personalised Products, the Customer's express acknowledgement and waiver of the right of withdrawal is captured at the time of purchase through a dedicated tickbox at checkout, in accordance with Article 16(c) of Directive 2011/83/EU.

5.Non-Conformity and Defective Products (Legal Guarantee of Conformity)

5.1  Where a Consumer receives a product that does not conform with the contract, the Consumer may assert a claim for non-conformity. The Consumer must notify the Provider at support@solyd.store within two (2) months of discovering the non-conformity, and in any event within two (2) years from the date of receipt of the product(s).

5.2  Required information. The notification must include: (i) the order or invoice number; (ii) a precise description of the non-conformity; (iii) photographic, descriptive, and, where applicable, video evidence of the non-conformity; and (iv) a copy of the purchase invoice.

5.3  Consumer's choice of remedy; proportionality. Where non-conformity is confirmed, the Consumer is entitled, at the Consumer's choice, to either repair or replace the product, in accordance with Directive (EU) 2019/771. However, the Provider may refuse the chosen remedy where it is impossible or would impose disproportionate costs on the Provider compared to the alternative remedy, having regard in particular to the value of the product, the nature of the non-conformity, and whether the alternative remedy could be provided without significant inconvenience to the Consumer. The Consumer acknowledges that, due to the plastic-based nature of the products, repair is generally disproportionate compared to replacement, and replacement will typically be the remedy provided.

5.4  No physical return required. Given the nature of the products and the commercial unreasonableness of physical returns, where non-conformity is confirmed and replacement is the chosen or applicable remedy, the Provider shall, at no cost to the Consumer, supply a conforming replacement product without requiring the return of the non-conforming product. The Consumer expressly agrees that the delivery of a conforming replacement constitutes a full and satisfactory remedy. The Consumer may retain the non-conforming product unless the Provider and the Consumer agree otherwise.

5.5  Subsidiary remedies. Where neither repair nor replacement is possible or is disproportionate, the Consumer is entitled to a proportionate reduction of the purchase price or to terminate the contract with a full refund of the purchase price, in accordance with Article 13(4) of Directive (EU) 2019/771.

5.6  Response and refund timeline. The Provider shall respond to any non-conformity claim within eight (8) days of receiving it. Where a refund is the agreed remedy, the refund shall be processed within eight (8) days from the date the claim is approved.

5.7  Rejection of the Claim. Where, upon assessment, the Provider determines that the reported issue does not meet the legal standard for non-conformity (including, without limitation, where the issue arises from improper or incorrect use as defined in the Terms and Conditions), the Provider shall notify the Consumer in writing with reasons. The Provider may, in such case, offer repair or replacement at the Consumer's expense; if the Consumer declines, no further action is taken on the claim.

5.8  Natural Characteristics of Laser-Printed Designs. The Customer acknowledges that certain products feature designs, graphics, or text applied by laser printing or comparable surface-marking techniques. The progressive fading, lightening, or wear of such laser-printed elements over time, with use, exposure to light, friction, contact with the skin, cleaning, or general handling, is an inherent characteristic of the printing technology and the materials used, and is consistent with the ordinary properties and behaviour of products of the same type. Such fading or wear shall not constitute a non-conformity within the meaning of this Policy or Article 6 of Directive (EU) 2019/771, and does not give rise to any claim for repair, replacement, price reduction, or refund. This Section is without prejudice to claims arising from defects in the original application of the laser print at the time of delivery (such as missing, illegible, or substantially incomplete printing upon receipt), which remain subject to the Consumer's statutory rights.

6.Damaged or Incorrect Shipments

6.1  If the product received is visibly damaged during transport or does not correspond to the order placed, the following applies:

6.1.1  For Consumers. The Consumer is encouraged to notify the Provider at support@solyd.store as soon as reasonably possible after delivery, providing photographic evidence of the damage or discrepancy together with the order number, in order to allow the Provider to address the issue promptly. Late notification does not, however, prejudice the Consumer's statutory rights under the legal guarantee of conformity (Section 5) or under any other applicable mandatory law. Upon verification of the damage or discrepancy, the Provider shall, at its discretion, either dispatch a replacement product or issue a full refund of the purchase price of the affected product(s).

6.1.2  For Customers who are not Consumers. Non-Consumer Customers must notify the Provider in writing at support@solyd.store within forty-eight (48) hours of delivery, providing photographic evidence and the order number. Failure to notify the Provider within this period shall be deemed acceptance of the product(s) as delivered, and the Provider shall have no further liability in respect of any visible damage or discrepancy that ought reasonably to have been detected upon inspection at delivery.

6.2  In either case, the Provider may, at its discretion, request the return of the damaged or incorrect product before dispatching a replacement or processing a refund; where such return is requested, the return shipping costs are borne by the Provider.

7.Failure to Collect

7.1  Where a product cannot be delivered to the Customer at the delivery address provided and the Customer fails to collect or arrange redelivery within the timeframes set out by the logistics partner, the consequences set out in Clause 7.3 of the Terms and Conditions apply. Depending on the logistics partner handling the shipment, this may result in either (i) return of the package to the Provider's warehouse, in which case redelivery costs are borne by the Customer, or (ii) destruction of the package by the end-delivery partner in accordance with that partner's standard procedure. In either case, the Customer will receive prior notification of the applicable scenario and the deadline by which they must act, and will have the option during that window to arrange collection, request redelivery, or cancel the order with a refund of the purchase price less the original outbound shipping costs and any handling fees actually incurred.

8.Digital Collectibles

8.1  Where a refund or withdrawal results in the Customer ceasing to be entitled to a product and the Digital Collectible associated with it, the Provider reserves the right, at its sole discretion, to either:

8.1.1  deactivate the Customer's access to the Provider's portal and to any benefits, content, or experiences otherwise accessible to holders of the Digital Collectible; or

8.1.2  where technically feasible, burn the Digital Collectible on-chain, so that it is permanently and irreversibly destroyed and ceases to exist as an active on-chain record associated with the Customer's wallet.

8.2  The Customer acknowledges that, where the Digital Collectible is held in a self-custodial wallet (as described in Section 8 of the Terms and Conditions), on-chain burn may not be technically feasible without the Customer's active cooperation, and in such case deactivation of portal access alone shall constitute a full and satisfactory exercise of the Provider's remedy under this Section. The Customer further acknowledges that, given the non-tradeable and non-monetary nature of the Digital Collectible, neither deactivation nor burn results in any economic loss, and the Customer waives any claim on this basis.

9.Refund Method, Currency, and Crypto-Specific Provisions

9.1  Unless otherwise stated in this Policy or agreed between the parties, all refunds are processed using the same payment method used by the Customer in the original transaction.

9.2  Payments made via Shopify Payments. Refunds are processed back to the original card or payment instrument used at checkout. The Customer's bank or card issuer may apply its own processing times, which are outside the Provider's control.

9.3  Payments made via cryptocurrency (USDC on Solana). Refunds are issued in the same cryptocurrency (USDC) and to the originating wallet address from which the payment was received, in the same nominal amount as paid by the Customer. Where this is not technically feasible (for example, where the originating address is no longer accessible or where the Customer has not provided a valid receiving address), the Provider and the Customer shall agree on an alternative method.

9.4  The Provider absorbs any blockchain transaction fees on the Solana network associated with the issuance of the refund. The Customer acknowledges and agrees that any costs the Customer may subsequently incur in converting USDC into fiat currency (including any on-ramp / off-ramp fees, exchange-rate fluctuations, or third-party platform fees) are outside the Provider's refund obligation and are not reimbursable. For Consumers, this allocation reflects the fact that such costs arise from the Consumer's own choice of subsequent currency conversion rather than from the refund itself, and is without prejudice to the Consumer's statutory right to receive the full purchase price paid.

9.5  Refund triggers. The point at which the Provider becomes obliged to process a refund depends on the type of claim:

9.5.1  Withdrawal under Section 3 (Right of Withdrawal). Because withdrawal involves return of the product to the Provider, the Provider may withhold the refund until either (i) receipt of the returned product(s), or (ii) receipt of evidence from the Consumer that the product(s) have been dispatched for return, whichever occurs earlier, in accordance with Article 13(3) of Directive 2011/83/EU. Once one of these conditions is met, the refund shall be processed within the timeframe set out in Section 3.

9.5.2  Non-conformity under Section 5 (Legal Guarantee of Conformity). Given that the Provider does not require physical return of non-conforming products, the trigger for processing the refund (where refund is the agreed remedy) is the Provider's approval of the non-conformity claim. Where the Provider has reasonable grounds to require additional evidence before approving the claim, it may request such evidence from the Consumer; the refund timeline begins to run from the date the claim is approved, in accordance with Section 5.

9.5.3  Damaged or incorrect shipments under Section 6. The refund timeline begins to run from the Provider's verification of the damage or discrepancy on the basis of the evidence provided by the Customer.

9.6  In all cases, the Provider's right to withhold a refund is exercised in good faith and is without prejudice to the Consumer's statutory rights under applicable mandatory law.

10.Abuse and Fraudulent Claims

10.1  The Provider reserves the right to refuse, restrict, or delay any return or refund request where it has reasonable grounds to suspect abuse, fraud, or bad faith, including but not limited to: repeated returns without legitimate cause, returns of products that have been materially altered or used beyond what is permitted under this Policy, or submission of false or misleading evidence.

10.2  Notification and right to appeal. Before suspending the Customer's user account on the grounds set out in this Section, the Provider shall notify the Customer in writing of the suspected abuse, providing a reasoned explanation and the relevant evidence available to the Provider. The Customer shall have a reasonable opportunity, of not less than seven (7) days from receipt of such notification, to respond and provide evidence or explanation in their defence. The Provider shall consider the Customer's response in good faith before taking any final decision.

10.3  Pending investigation. The Provider may, where strictly necessary to protect its legitimate interests or those of other Customers, suspend the Customer's user account on a provisional basis pending the outcome of the investigation. Where such provisional suspension is imposed, the Customer retains the right to appeal in accordance with the preceding paragraph, and the suspension shall be lifted promptly if the Customer's response satisfactorily addresses the suspected abuse.

10.4  Final decision and remedies. Any final decision to permanently suspend or disable the Customer's user account shall be subject to human review and shall not be the result of solely automated decision-making within the meaning of Article 22 of Regulation (EU) 2016/679 (GDPR). The Provider further reserves the right to pursue any legal remedies available to it under applicable law.

11.Non-Consumer Customers

11.1  The statutory right of withdrawal under Directive 2011/83/EU does not apply to Customers who are not Consumers (i.e., legal entities or natural persons acting in the course of their trade, business, or profession). Returns and refunds for non-Consumer Customers are governed exclusively by the Terms and Conditions and any specific written agreement concluded between the parties. The legal guarantee of conformity under Directive (EU) 2019/771 also does not apply to non-Consumer Customers, and any warranty or non-conformity rights for such Customers arise solely from the Terms and Conditions or any specific written agreement.

12.Out-of-Court Dispute Resolution

12.1  Hungarian Consumers may, in addition to any judicial remedy, refer disputes arising under this Policy to the competent conciliation board (békéltető testület) of their place of residence or of the Provider's registered seat. Information about conciliation boards in Hungary is available via the Hungarian Authority for Consumer Protection at https://fogyasztovedelem.kormany.hu.

13.Limitation of Liability

13.1  To the maximum extent permitted by applicable law, the Provider's total aggregate liability in connection with any return, refund, replacement, or complaint under this Policy shall in no event exceed the purchase price actually paid by the Customer for the specific product(s) giving rise to the claim. The Provider shall not be liable for any indirect, incidental, consequential, or special damages, including but not limited to lost profits, business loss, or pure financial loss.

13.2  Nothing in this Policy excludes or limits any liability that cannot be excluded or limited under applicable mandatory law, including liability for death or personal injury caused by the Provider's negligence, liability for damage caused by a defective product under applicable product liability legislation, liability for intentional or grossly negligent conduct, or the Consumer's statutory rights in respect of non-conforming goods.

14.Contact

14.1  All communications regarding returns, refunds, and complaints must be directed to:

14.2  The Provider reserves the right to amend this Policy at any time. Any amendment shall be published on the Provider's Website and shall take effect on the date of publication unless otherwise specified. The version of this Policy in effect at the time of each individual purchase applies to that purchase.