Refund, Return & Replacement Policy

1. Nature of the Business & Role of Platform

• We are an intermediary / marketplace, not the direct seller of the products.
• The vendors / wholesalers list their inventory via our platform, and sales take place between the buyer and the vendor.
• As the platform, we do not handle inventory, shipping, or direct refunds and returns.
• However, we commit to facilitating communication and dispute resolution between buyers and vendors.

2. When Returns, Replacements or Refunds Are Possible

A return, replacement, or refund may be possible under certain conditions, depending on the vendor’s policies and the nature of the issue. Examples include:

• The product arrives damaged, defective, or not as described.
• The product is missing parts or is non-functional on arrival.
• The vendor explicitly offers a return or replacement policy for that specific product.

3. What You Should Do as a Buyer

• Immediately upon receiving the product, inspect thoroughly (in presence of delivery agent if possible).
• If you find damage, defects, or that it is not as described, report to us (the platform) within [24 Hours].
• Provide clear evidence: photos, videos, description, order number, vendor name, etc.
• Our team will connect you directly to the vendor who sold you the product.

4. Role of the Vendor

• The vendor is responsible for offering or processing return, replacement or refund, subject to their internal policies.
• Once connected, the buyer and vendor should negotiate or follow vendor’s stated terms.
• The vendor should respond in a timely manner and resolve issues directly with the buyer.

5. Platform Facilitation

• We will act as mediator / facilitator in case of disputes.
• If vendor fails to respond or provide resolution, we will escalate and assist in resolution (e.g. arbitration, refunds via payment processor, etc.).
• However, we don’t promise to refund the buyer ourselves (unless we explicitly commit in writing) because we don’t hold funds or inventory.

6. Conditions That May Void Return / Refund

• Change of mind or buyer error (if vendor doesn’t offer “no-questions-asked” returns).
• Item was used, abused, or mishandled after delivery.
• Missing evidence or claim made after the allowed period.
• Consumable parts, software activation, or items sealed for hygiene reasons (if vendors disclaim returns).

7. Time Limits & Process

• All claims for return / refund / replacement must be submitted no later than [X days from delivery] (e.g. 7 or 14 days).
• The vendor / buyer must decide / respond within [Y days] (e.g. 3–5 business days).
• If vendor fails to respond, platform may intervene.

8. Refund Method

• The refund (if approved) should be made via the same payment method the buyer used, unless otherwise agreed.
• We (the platform) may assist in processing it through the payment gateway if feasible.

9. Shipping & Returns Cost

• Who bears the shipping cost of return should be clarified. Common approaches:
  • Buyer bears return shipping cost (unless damage or vendor agrees otherwise).
  • Vendor bears cost if the product was faulty, damaged or misdescribed.
• The return request should be shipped back to the vendor’s address, unless otherwise specified.

10. Dispute & Escalation

• If there is disagreement between vendor and buyer, our platform team will examine all evidence and act as mediator.
• We reserve the right to make a binding decision in line with platform policies and fairness.
• In case of fraud or repeated vendor non-cooperation, we may suspend or delist that vendor.

11. Disclaimer & Limitations

• We do not guarantee that every vendor will accept returns or refunds — that depends on their own terms.
• We are not liable for decisions or failures by vendors, except in negligence or violation of platform rules.
• Nothing in this policy limits statutory consumer rights required by law in your jurisdiction.

12. How to Submit a Claim

• Contact our support team via email / ticket / chat, providing:
  • Order number
  • Vendor name
  • Photos / videos of the issue
  • Description & date of issue
• We will acknowledge your claim within [1 days] and connect you with the vendor.