Cancellation & Refund Policy

1. Introduction

BOUNCEBUDS Fulfillment GROUP GmbH (“Bounce Buds Group,” “we,” “us,” or “our”) provides international fulfillment, logistics, warehousing, e-commerce operations, Amazon FBA preparation, pick & pack, labeling, packaging, quality control, shipment preparation, and customer portal services.

This Cancellation & Refund Policy explains when services may be cancelled, how cancellations are handled, and in which cases refunds may or may not be available.

Our services are operational in nature and may require advance planning, warehouse allocation, staff scheduling, system setup, and carrier coordination. As a result, cancellations and refunds are assessed based on the stage of service delivery, the resources already committed, and the costs already incurred.

2. Scope of This Policy

This Policy applies to all services provided by Bounce Buds Group, including services requested through our website, customer portal, email communication, quotations, or other approved operational channels.

It applies to:

fulfillment and warehouse services;
Amazon FBA preparation;
pick & pack, labeling, packaging, relabeling, and quality control;
shipment preparation and inventory handling;
customer portal-based service instructions and approvals;
related operational, logistics, and infrastructure services.

This Policy is intended to operate together with our Terms of Service, Privacy Policy, and any service-specific quotation, order form, or written agreement.

By submitting operational requests through the customer portal, the customer also acknowledges and accepts the applicable Terms of Service, Privacy Policy, and related operational policies published by Bounce Buds Group.

3. Service Cancellation Rules

Cancellation requests must be submitted in writing through the customer portal or by email to our official contact address.

Cancellation treatment depends on the stage of the service:

Before operational processing begins, cancellation may be possible depending on the service type and whether any costs have already been incurred.
Once operational processing has started, cancellation options may become limited and applicable operational charges may apply.
Started or completed services are chargeable and generally non-refundable.
If work has been planned, allocated, or prepared specifically for the customer, related costs may still apply even if the service is later cancelled.

If cancellation is requested after workflow initiation, we may charge for:

preparation time;
staff allocation;
warehouse reservation;
system setup;
handling already performed;
third-party costs already incurred;
any work that cannot reasonably be reversed.

4. Operational Service Commitments

Many of our services require advance operational commitment, including:

warehouse capacity allocation;
inbound planning;
personnel scheduling;
system configuration;
carrier booking;
packaging and labeling preparation;
customer-specific workflow setup.

Because these commitments are made in reliance on customer instructions and confirmed service requests, cancellation after operational commitment may not remove the customer’s payment obligation.

If a service has already been initiated, we may complete, pause, or stop the process depending on operational feasibility, safety, and cost efficiency.

5. Non-Refundable Services

The following services are generally non-refundable once initiated or completed:

warehousing;
fulfillment;
Amazon FBA preparation;
labeling and relabeling;
packaging and repacking;
pick & pack;
quality control;
shipment preparation;
inventory handling;
operational inspection;
setup and onboarding activities;
workflow configuration;
any custom or customer-specific operational service.

In addition, services that involve manual handling, allocated labor, or infrastructure use are generally non-refundable once performance has started.

If a service is delivered in stages, each completed stage may be separately chargeable and non-refundable.

6. Reservation, Setup, and Advance Payments

Reservation fees, setup fees, onboarding fees, and advance operational payments are generally non-refundable.

These amounts are used for:

warehouse capacity planning;
operational preparation;
staffing;
infrastructure allocation;
account setup;
workflow preparation;
internal coordination;
booking or reserving operational resources.

Where advance payments have been collected, they may be applied to the relevant service or retained to cover costs already incurred, even if the service is later cancelled or postponed.

7. Portal Quotes and Quote Validity

Website and portal quotes are valid only for the period specified in the quote.

If no validity period is stated, the quote may change depending on:

operational conditions;
carrier pricing;
warehouse availability;
market conditions;
operational requirements;
customer-specific changes to scope or volume.

A quote may become outdated if service conditions materially change before confirmation or operational start. In such cases, we may issue an updated quote before proceeding.

Portal approvals, quote acceptance, or operation start requests may create a confirmed operational service commitment. Once accepted, the applicable cancellation and refund rules will apply.

8. Monthly Services and Notice Periods

If the customer subscribes to monthly, recurring, or ongoing services, cancellation may require at least 30 days’ written notice before the end of the then-current billing cycle or service period, unless a different notice period is stated in a separate written agreement.

During the notice period:

charges may continue to accrue;
operational services may continue unless otherwise agreed;
storage, handling, and related recurring fees may remain payable.

If no valid notice is given, services may continue to be billed in accordance with the agreed service cycle.

9. Inventory Release and Outstanding Invoices

Inventory release, return shipment, or warehouse exit operations may be delayed until all outstanding invoices, operational fees, and related charges are fully paid.

This includes, where applicable:

storage charges;
handling fees;
pick & pack fees;
labeling or relabeling fees;
repacking or correction charges;
shipment preparation costs;
warehouse exit handling;
any unpaid third-party costs advanced by us.

We may suspend inventory release or warehouse exit processing until outstanding balances are resolved, subject to applicable law.

10. Return Shipping and Warehouse Exit Costs

Any return shipping, palletization, repacking, transportation, disposal, warehouse exit handling, or similar operational activity is generally the customer’s responsibility unless we expressly agree otherwise in writing.

The customer is responsible for costs arising from:

removal of goods from storage;
preparation for return;
reverse logistics;
reclassification or repackaging;
disposal or destruction, where permitted and agreed;
carrier handover or export handling;
special handling required for warehouse exit.

Where goods must be moved for operational, compliance, or storage reasons, the related costs may be charged to the customer.

11. Carrier, Customs, Marketplace, and Third-Party Costs

Costs arising from carriers, customs, marketplaces, Amazon, third-party logistics providers, or official authorities are generally non-refundable once incurred.

This includes, without limitation:

transport charges;
missed pickup charges;
customs inspections or clearance fees;
import/export duties or taxes;
marketplace-related penalties or storage fees;
Amazon-related charges;
return-to-sender costs;
official authority fees or administrative charges;
third-party handling or correction costs.

If such costs arise due to customer instructions, product issues, or third-party requirements, they remain payable by the customer even if the service is later cancelled.

12. Customer Responsibilities

The customer is responsible for providing complete, accurate, and timely information necessary for us to perform the service.

The customer must ensure that:

product details are accurate;
instructions are complete and understandable;
labels are correct;
customs documentation is complete and compliant;
product and shipment information is operationally compatible;
approvals and responses are not delayed.

We are not responsible for cancellations, delays, rejections, or refund claims caused by:

inaccurate information;
incomplete instructions;
incorrect labels;
customs documentation issues;
operational incompatibilities;
delayed approvals or responses;
customer-side changes after operational processing has started.

13. Operational Errors and Corrective Actions

If a verifiable operational error occurs on our side, we may first attempt one or more corrective actions before any refund consideration, including:

correction;
reprocessing;
operational remediation;
replacement of a failed workflow step;
service adjustment where operationally reasonable.

A refund, if any, will generally be considered only after reasonable remediation efforts have been completed or if remediation is not feasible.

No refund will be granted for issues caused by customer instructions, customer-provided data, product defects, external systems, or third-party service failures outside our control.

14. Delivery Delays and External Factors

Delivery times and operational timelines are estimates only and are not guaranteed.

Delays caused by:

customs;
carriers;
marketplaces;
Amazon systems;
weather;
ports;
official authorities;
operational congestion;
third-party infrastructure;
supplier delays;
customer delays;
force majeure events

are not direct grounds for refund claims.

Where delays are caused by external factors, we may continue to support the workflow, but such delays do not automatically entitle the customer to cancellation, fee reversal, or compensation.

15. Force Majeure

We are not responsible for failure or delay in performance caused by events beyond our reasonable control.

These may include:

natural disasters;
fire, flood, storm, earthquake, or severe weather;
war, terrorism, civil unrest, or labor disputes;
governmental actions or regulatory restrictions;
customs holds or border interruptions;
carrier failures;
port congestion;
system outages;
cyber incidents beyond our reasonable control;
power failures;
warehouse access restrictions;
pandemic-related disruptions;
third-party infrastructure failures.

In such cases, service timelines may be extended, suspended, or adjusted without creating a refund obligation unless mandatory law provides otherwise.

16. Limitation of Refunds

Refunds are limited and will only be considered where:

a refund is expressly required by applicable law;
a service has not yet started and no material costs have been incurred;
we have confirmed in writing that a refund is appropriate;
a verified operational error cannot be reasonably corrected or remediated.

Unless otherwise required by law or expressly agreed in writing, the following are generally not refundable:

completed services;
started services;
reserved capacity;
setup or onboarding fees;
advance operational payments;
handling fees;
storage fees;
third-party costs;
carrier-related charges;
customs-related charges;
marketplace or Amazon-related charges;
warehouse exit and return logistics costs.

No refund will be issued merely because the customer no longer wishes to use the service after operational processing has begun.

17. Changes to This Policy

We may update this Cancellation & Refund Policy from time to time to reflect changes in our operations, service model, legal requirements, or business practices.

The updated version will apply from the date it is published or from any later effective date stated by us. Continued use of our services after the effective date means that the updated Policy applies to the relevant services.

We recommend reviewing this Policy periodically.

18. Contact Information

If you have questions about this Policy or wish to submit a cancellation or refund request, please contact us at:

BOUNCEBUDS Fulfillment GROUP GmbH
Hohenheimer Str. 32
73734 Esslingen am Neckar
Germany

Email: info@bouncebudsgroup.com

19. Governing Law and Jurisdiction

This Policy shall be governed by the laws of the Federal Republic of Germany.

Jurisdiction shall be Stuttgart, Germany, to the extent permitted by applicable law.

Last Updated: May 2026