Return Eligibility
- What is the standard return window for customers?
- If a customer is away on holiday, can they still return the item?
- Can the return window be extended for an exception?
- What happens if I fail to inspect a return within the SLA?
- How quickly must I inspect a returned item and approve/dispute the refund?
- How does a customer initiate a return?
Refunds, Partial Refunds & Exchanges
- When is the refund processed to the customer?
- What is the difference between a refund and a store credit?
- How long does it take for the refund to reach the customer's bank account after I approve it?
- When can I issue a partial refund?
- How do I determine the value of a partial refund?
- Why does the platform not support direct exchanges?
Return Shipping & Logistics
- Where should the customer send the returned item?
- Who pays for return shipping if the product is faulty (Seller fault)?
- Who pays for return shipping if the customer simply changed their mind (Buyer fault)?
- If I am responsible for return shipping, how should I pay for it?
- Can I deduct the original shipping cost from a change-of-mind refund?
- Can I be charged back the return shipping cost if the item is later found not faulty?
Disputes, Fraud & Escalations
- Who covers the cost of repair for an item under warranty after the return window?
- What if a customer requests a return after the 14-day window but claims a major fault?
- How long does a "reasonable period" for an ACL fault last?
- What if I receive an empty box or a clearly incorrect item?
- Is serial number verification required for high-value returns?
- How can the platform help if a customer is repeatedly attempting fraudulent returns?