u/Embarrassed-Cap-8705

I’m based in Germany and ordered a Snapmaker (Order: SMEU2026****548).

The machine stopped working after the first use. I contacted support within the 14-day period and declared withdrawal.

Instead of processing the return, the seller:
– requested videos/photos repeatedly
– asked me to open and inspect hardware
– argued it could be user-caused
– refused to proceed without technical verification

After weeks, they offered a refund with:
– 10% restocking fee
– return shipping at my expense

From what I understand, withdrawal under EU law shouldn’t depend on defect analysis or include arbitrary deductions.

I’m mainly trying to understand:
Is this common with non-EU sellers, and what’s realistically enforceable in such cases?

Appreciate any insight.