B2B Service Terms

These terms describe the commercial and operational rules of the returns-management service provided by Auctum GmbH under the Returned brand (returned.online) to business customers (B2B). Individual written agreements between Auctum GmbH and the client take precedence over these terms.

• Return: for billing purposes, one return means one inbound parcel or shipping unit received under one tracking number, unless otherwise agreed in writing. One customer order arriving in two parcels with two tracking numbers counts as two returns.
• Parcel / shipping unit: the physical unit handed over by the carrier (parcel, carton, or pallet position with its own tracking or shipment reference).
• Item: an individual product unit inside a return. Item counts are established only where the selected processing level includes opening (Standard+ and Grading).
• Processing level: the service selected per shipment — Basic (receive, log, notify; parcel not opened), Standard+ (adds opening, inspection, photos, item-level reporting), or Grading (adds A/B/C condition grading, functional checks where feasible, and resale recommendations).
• Storage unit: one box or one pallet held in storage.

• Monthly subscription €31.50 and one-time setup fee €31.50.
• Processing is billed per return at the selected level: Basic €1.65, Standard+ €2.29, Grading €2.75 — Standard+ and Grading include the first item.
• Each additional item in the same return: €0.40 (Standard+) or €2.39 (Grading). Basic returns are not opened, so no item-level fees apply.
• Oversized surcharge €1.89 per item (per unopened parcel on Basic) over 5 kg or 1.20 m — added on top of the processing fee.
• Storage: €0.69 per box per week, €6.30 per pallet per week (see section 5).
• Consolidation: €3.79 per outbound box up to 20 kg, €4.45 above 20 kg, including the new carton and standard packing. Pallet preparation €26.00 per pallet including a standard Euro pallet, building, strapping, wrapping, and labelling.
• Standard disposal €0.49 per item (see section 7). Outbound shipping is always billed separately (see section 6).
• Value Recovery commission is agreed per product in advance (see section 9).

Dispositions (restock, consolidate, reship, store, recover value, dispose) are carried out on the basis of the client's instructions given by email or another agreed channel. Instructions become binding when confirmed by us and are executed at the published rates applicable at that time. Standing written rules agreed in advance (for example "dispose of all grade-C items") are treated as instructions.

The first 14 calendar days after arrival of a return are free of storage charges while the client decides on next steps. From day 15, storage is billed per started week per box or pallet at the published rates: the first chargeable week runs from day 15 to day 21 after arrival, and each further started 7-day period counts as one week. Storage continues until the client issues a disposition instruction and it is completed.

Outbound shipping and freight are not included in any processing, consolidation, or pallet-preparation fee. They are billed separately based on the actual carrier and service selected, or quoted to the client for approval before dispatch when required. The client's reship or consolidation instruction — including the chosen carrier/service or the approval of a quote — constitutes approval of the resulting freight charges. The client bears outbound freight costs.

Goods are disposed of only on the client's explicit instruction or under a pre-agreed written rule. The standard disposal rate of €0.49 per item covers goods that can be handled through ordinary commercial waste under applicable rules. Hazardous or specially regulated goods (for example damaged batteries or chemicals) require special treatment; the disposal is paused until the client approves the quoted cost — only immediate safety measures required by law are reserved. See the Restricted Goods Policy.

If goods remain without a disposition instruction, storage continues to accrue at the published rates. If no instruction is received despite at least two written reminders over a period of no less than 90 days, and outstanding charges remain unpaid, we may — after a final written notice with a reasonable deadline — arrange documented disposal or resale of the affected goods to cover accrued costs, to the extent legally permissible. We never dispose of goods without this notice process.

• Value Recovery includes an initial resale-suitability assessment only. Opening, item-level reporting, photos, functional checks, and A/B/C Grading are separate paid services at the published rates where applicable.
• Resale is not guaranteed, and no sale price or recovery rate is guaranteed.
• The commission is agreed per product in advance; nothing is sold without the client's approval.
• Any paid processing or grading (for example full A/B/C Grading) is charged at the published rates and is separate from the commission.
• Clients receive a transparent statement per settlement showing sales proceeds, agreed deductions (commission, fees, outbound costs where applicable), and the resulting net recovery amount, together with payout reporting.
• Unsold items remain the client's property and can be consolidated, stored, or disposed of at the published rates.

• Providing accurate product, account, and contact information, and keeping the return address and account reference assigned at onboarding in use as instructed.
• Ensuring goods sent to us are legally owned or controlled by the client and are not prohibited under the Restricted Goods Policy.
• Accurate customs and product declarations for cross-border shipments where required; tax and customs obligations remain the client's responsibility.

Stated timeframes (such as logging within one business day) describe our normal operational practice and are not contractual guarantees unless expressly agreed in writing. Liability is governed by statutory law; nothing in these terms excludes liability where it cannot legally be excluded.

The subscription runs month-to-month and can be cancelled to the end of a billing month. Fees already incurred (processing, storage, shipping, disposal) remain payable. After cancellation, remaining goods are handled per the client's instructions at the published rates; section 8 applies if no instructions are received.