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Return and Refund Policy

1. General Principles

Northbull Imports (hereinafter the “Operator”) acts solely as a consultant, marketplace and service provider between the customer and the foreign manufacturer.

The Operator is not the seller, importer, manufacturer or reseller of any product. The contractual relationship concerning the purchase of goods, including warranties, claims and liabilities, is established directly between the customer and the manufacturer.

Accordingly, the Operator is not responsible for returns, cancellations or defects relating to products supplied by the Manufacturer.

2. No Right of Cancellation or Return

All products ordered through the Operator’s platform are customized or individually specified according to the customer’s requirements and are manufactured to order.

For this reason:

  • No statutory right of cancellation or return applies.
  • Once the order has been confirmed and paid, it is binding.
  • The customer cannot return the product for a refund, exchange or credit.
  • As the products are made to order, the 14-day return right does not apply.


This exception applies to both business customers and consumer customers, as the goods are manufactured and delivered directly by a foreign manufacturer under an international sales contract.

3. Cancellations

Cancellation of an order is only possible if the manufacturer expressly agrees to it in writing. The Operator is entitled to its commission as well as any other costs that may have been incurred.

If the manufacturer approves the cancellation, the customer is responsible for any costs arising from it, unless otherwise agreed with the manufacturer, including but not limited to:

  • Manufacturing costs already incurred
  • Administrative and documentation fees
  • Freight and logistics costs
  • Customs clearance and handling fees
  • Payment intermediary or bank fees
  • Manufacturer cancellation charges
  • The Operator’s commission and incurred costs
  • Any refund of the purchase price is decided by the manufacturer


The Operator is not obliged to reimburse the customer for any payments or costs.

4. Complaints and Problem Situations

If any issues arise with the product (e.g. defects, delays or quality issues), the customer must raise them directly with the manufacturer, who is the contractual and selling party.

  • The Operator may, to the best of its ability, assist the customer in communication with the manufacturer or in preparing complaints, but:
  • The Operator acts only as an intermediary,
  • The Operator is not responsible for the manufacturer’s responses, actions or omissions,
  • The Operator cannot guarantee compensation, repair or replacement.

5. Warranties

If the manufacturer provides a warranty, the warranty terms and enforcement are a matter between the customer and the manufacturer. The Operator is not a party to the warranty and is not responsible for its validity, scope or enforcement.

6. Final Provisions

By placing an order and making payment, the customer accepts that:

  • The Operator is not a contractual party to the sale of the goods,
  • No return or cancellation rights apply,
  • All claims for compensation must be made directly to the manufacturer,
  • The Operator’s role is limited to acting as a consultant, sales platform, intermediary and logistics coordinator.