General Terms

Goods Reception Policy

This policy defines the conditions under which Helpship SRL, as a fulfillment center, receives and manages goods sent by clients to its warehouses.

1. Obligation to Create an Inbound

The client is required to create an Inbound (shipment notice) in the Helpship platform prior to each shipment of goods. The Inbound must include:
– The name of the shipment;
– A list of products and estimated quantities;
– Specific instructions for handling and packaging;
– Tracking numbers, where available.

2. Reception Conditions

Reception is only carried out based on an active and fully registered Inbound, submitted at least 12 hours before delivery. Goods arriving without notification or without clear identifiers may be:
– Refused;
– Temporarily stored;
– Subject to additional handling fees.

3. Packaging and Labeling

The client is responsible for the proper packaging of products and accurate labeling of each item and parcel (SKU, barcode, FNSKU, etc.). Products that do not meet these requirements may be:
– Returned;
– Processed with additional costs;
– Stored without being integrated into inventory.

4. Reception Inspection

Helpship performs a quantitative and visual inspection upon arrival:
– Number of boxes vs. transport documents;
– Visible condition of parcels;
– Correspondence with Inbound information.

No detailed (qualitative) inspection is performed unless this service is separately contracted.

If the products are not properly labeled, Helpship may apply internal barcode labels at the client’s request, for a fee.

5. Processing Time

The standard processing time for a complete inbound is 1–2 business days. For incomplete shipments or those requiring manual processing, the timeline may be extended.

6. Liability Limitations

Helpship is not liable for:
– Products delivered without an Inbound;
– Incorrect system information;
– Missing labels or identification codes;
– Damaged or prohibited products.

7. Accompanying Documents and Legal Obligations

The client is responsible for:
– Proper customs clearance of goods
– Presenting legal documents (invoices, certificates of conformity, authorizations, etc.)
– Complying with all applicable regulations for imported or sold products

Helpship does not take responsibility for missing, incorrect, or non-compliant documents and may refuse reception of goods in such cases.

8. Transportation to the Warehouse

The client is responsible for organizing and paying for transport to the warehouse. Helpship is not liable for incidents occurring during transport. Helpship’s liability begins only upon physical receipt of the goods in the warehouse.

Returns Policy

1. Types of Returns

Two main categories of returns are distinguished:

a. Standard Returns:

– Refused or uncollected parcels are returned to the Helpship warehouse or to an address indicated by the client;
– Applicable to both domestic and international deliveries;
– Return costs are borne by the sender, according to the courier’s policy.

b. Returns from Complaints:

– Post-delivery requests from the end customer;
– Can be handled by the online store or by Helpship (for a fee).

2. Client Responsibility

Each Helpship client is responsible for providing a return form on their own website and for establishing and communicating their return procedure to end customers.

Helpship is not responsible for managing returns resulting from end-customer complaints, as the responsibility for the return policy, approval or rejection of requests, and communication with the end customer rests entirely with the online store (the Helpship client).

However, Helpship supports the return process by offering a range of logistical options – such as collecting parcels from the end customer, using locker networks, or redirecting returns to predefined addresses depending on the country of origin of the return. These options are available for a fee and can be activated upon request by the client, without Helpship deciding on the validity or legitimacy of the return itself.

3. Returns from Complaints – Domestic

The end customer can return products:
– Through the online store (Helpship client), which provides the return label and address;
– Through Helpship, which can organize parcel pickup from the customer (for a fee).

4. Returns from Complaints – International

Helpship offers:
– Pickup via courier/locker (Bulgaria, Romania, Hungary, Greece, Croatia, Slovenia, Slovakia, Czech Republic, Poland);
– Returns to partner warehouse addresses, available on request or through the platform.

5. Return Process and Responsibilities

– All returns must be reported through the official Helpship channel
– The client (online store) communicates the return details
– Helpship logs the return upon receipt in the platform

6. Costs and Limitations

– Collection, labeling, reception, and redelivery – charged separately;
– Helpship is not responsible for incorrect or unidentifiable returns;
– Special processing is done only at the client’s request and for a fee.