Fulfilment & Delivery Standard
Effective
Onbold is responsible to the buyer as the retail seller for Onbold transactions. Approved suppliers may dispatch goods, provide digital access or perform services on our behalf, subject to the agreed product and operating requirements.
This standard explains the expectations supporting those transactions. It works alongside the Buyer Terms, Seller Terms and the delivery information supplied with the order.
Clear delivery information
The offer must accurately describe what will be supplied, how it will be delivered, relevant delivery estimates, material restrictions and applicable charges. Suppliers must have the capability and supply rights to meet those commitments.
Suppliers must notify Onbold promptly of stock problems, delays, failed deliveries, loss of access, product substitutions or other material issues. A buyer must not receive a materially different product without an appropriate agreed resolution.
Physical goods and shipment evidence
Physical orders must have a valid supported-carrier tracking reference linked to the correct Onbold order and items or quantities. Onbold or its validation provider checks the reference and available carrier information against the shipment and destination.
Supplier consideration becomes eligible for release only when payment has settled, tracking has been validated with a carrier status of at least in transit or a stricter agreed status, and no relevant unresolved hold prevents release. A label-created or pre-advice status, an unknown or mismatched reference, or a reference reused for unrelated goods is insufficient.
If validation is inconclusive, supporting evidence may be reviewed manually and the decision recorded. Split shipments qualify only for the items evidenced. Eligibility is subject to the agreed payment schedule and other contractual conditions; it does not promise an immediate payout.
These controls do not establish that the buyer has received the goods, determine when delivery risk transfers, or replace the buyer's statutory rights. Tracking alone does not prove product safety or conformity.
Fulfilment partners and international delivery
Suppliers remain accountable for the fulfilment partners they use, including dropshipping and third-party logistics providers. They must maintain visibility of the supply chain, credible delivery times, accurate records and effective customer support.
Approved cross-border arrangements must address customs, import taxes and other charges before dispatch and meet the promised prepaid-charge treatment. Buyers must not face undisclosed charges to obtain delivery. The actual importer and other legally responsible parties must be identified where required; contractual labels cannot remove duties imposed by law.
Digital products and services
Digital access and services must match the purchased description, availability and duration. Suppliers must support delivery evidence, access problems, applicable updates and agreed continuity arrangements.
Immediate digital supply or service commencement must follow Onbold's recorded instructions and any required buyer consent. Digital content and services can have different withdrawal treatment; they must not be treated as interchangeable.
A payment dispute between Onbold and a supplier must not be used to impose undisclosed charges or interrupt a buyer's purchased access. Suppliers must notify Onbold before discontinuing a product or materially reducing existing commitments.
Returns, refunds and product problems
Suppliers must maintain a usable return recipient and address for each approved region, follow Onbold's instructions and report relevant receipt and condition evidence promptly.
A buyer's valid withdrawal declaration must not depend on supplier permission, original packaging, tags, photographs or use of a particular carrier. For qualifying withdrawals, Onbold's agreed operating policy does not apply routine depreciation deductions for ordinary wear, packaging or tags. Genuine evidence of abuse requires an individual assessment; it is not a reason for an indefinite hold.
Outbound tracking controls for supplier payments are separate from evidence of a buyer's return. Credible evidence of dispatch must be considered where relevant to refund timing. Valid buyer remedies do not wait for recovery from the supplier.
Safety concerns and recalls require prompt cooperation, appropriate protection of buyers and controlled return or disposal instructions. Contact support@onbold.com about delivery, access, returns or a product concern. Withdrawal declarations may be sent to withdrawal@onbold.com; complaints may be sent to complaints@onbold.com.
Onbold Commerce Limited ·
Company number HE497763 · VAT number CY60401989J
Registered office: Prodromou 75, Oneworld Parkview House, 4th Floor, 2063 Nicosia, Cyprus.