Refunds Policy
Version 1.1, last revised: 4 October 2026
This policy is part of the Terms of Use of aldoo.com. It explains when and how money is returned to you, whoever the Seller is. Since Aldoo collects every payment on the Platform, every refund is made by Aldoo, to the payment method you used.
1. When you are refunded
You receive a refund when:
- you withdraw from an order within 14 days (see the Product Returns Policy);
- you cancel an order before it is shipped, or a pre-sale order before release;
- the Seller cancels an order or part of it (Product unavailable, price error, suspected fraud);
- a Product is not delivered within the agreed time and you terminate the contract;
- a Product is not in conformity with the contract (defective, damaged, incomplete, wrong) and cannot be repaired or replaced, or you are entitled to a price reduction;
- digital content cannot be made available to you or does not work and cannot be fixed;
- a promo code or price was applied wrongly to your disadvantage.
2. What is refunded
2.1. The price you paid for the Products concerned – after any promo code or discount applied to them. If a promo code was given for the whole order, it is shared among the Products in proportion to their price.
2.2. Delivery costs:
| Situation | Delivery refunded? |
|---|---|
| Cancellation before shipment | Yes, in full |
| Withdrawal from the whole order | Yes, up to the cheapest standard delivery offered at checkout |
| Withdrawal from part of an order | No |
| Defective, damaged or wrong Product; non-delivery; Seller's cancellation | Yes, in full, plus your return costs |
| Parcel refused or not collected without a legal reason | No; the cost of returning it to the Seller is deducted |
2.3. Deductions. Only the following may be deducted, and you will be told about any deduction and its reason before the refund:
- the diminished value of a returned Product resulting from handling beyond what was needed to inspect it (Product Returns Policy, section 6);
- in the case of a refused or uncollected parcel, the delivery and return costs.
2.4. Partial refunds. A refund may cover a whole order, individual lines of an order, part of the quantity of a line, or delivery only. Your order in Account → Orders shows each refund, the date, the amount, the lines it covered and the reason, and the order total after refunds.
3. How a refund happens
- Cancellation: when the Seller accepts your cancellation request (Account → Orders → "Cancel the order"), you are refunded at once.
- Return: when the Seller marks the returned Products as received, they are refunded; once a return request is accepted and you show proof of sending, also before they arrive.
- Every refund is made by Aldoo through the payment system (Stripe) and shows on your order with its date, amount and the lines it covers. You get an e-mail when it is issued.
4. Deadlines
4.1. Withdrawal. We refund you no later than 14 days from the day we receive your notice of withdrawal. For physical Products, the refund may be withheld until the Seller has received the Product back, or until you have provided proof that you have sent it back, whichever is earlier.
4.2. Cancellation by you or by the Seller before shipment – within 5 working days.
4.3. Legal guarantee (non-conformity) – as soon as it is established that you are entitled to a refund, and in any case within 14 days, as part of resolving your complaint within 30 days.
4.4. Your bank. Once we have issued a refund, the payment system usually takes 5–10 working days to show it on your account, depending on your bank. You will receive an e-mail when the refund is issued. If you do not see it after 10 working days, contact support@aldoo.com and we will send you the refund reference to give to your bank.
5. How you are refunded
5.1. To the same payment method you used for the order – the same card or wallet – unless you have expressly agreed to something else. You pay no fees for the refund.
5.2. In the same currency in which you were charged. If your card is in another currency, the amount you receive may differ slightly because of your bank's exchange rate; Aldoo is not responsible for that difference.
5.3. If your card has expired or been closed since the order, the refund is usually passed on by your bank to your new card or account. If it cannot be, contact us and we will refund you by bank transfer to an IBAN in your name.
6. Refunds for Merchants' Products
Refunds for Merchants' Products are made by Aldoo under this policy, in the same way as for Aldoo's own Products. Aldoo then recovers the refunded amount from the Merchant. You never need to claim a refund from the Merchant directly, and a disagreement between Aldoo and a Merchant never delays a refund that you are entitled to.
7. Chargebacks
If something has gone wrong, please contact us before disputing the payment with your bank – we can usually resolve it faster. If you open a chargeback for an amount that has already been refunded, or for an order that was delivered and not returned, Aldoo may contest it and restrict the account under the Terms of Use.
8. Contact
Questions about a refund: support@aldoo.com, the contact form at aldoo.com/contact, or the support chat. Please give your order number.