Order Cancellations, Refunds, Returns and Disputes
- If the Buyer received incorrect, defective, not as described, used, or damaged, the Buyer has a right to request a full refund (“Dispute Ticket”). Buyers have seven (7) calendar days after the date of delivery of the order to request a refund for an incorrect or damaged product. The Buyer must provide documentary evidence to support specific claims raised in the Dispute Ticket within five (5) business days of initiating the return Ticket. If the Buyer fails to do so, the Marketplace Supplier can reject refund of the portion(s) of the Dispute Ticket pertaining to the unsupported claims. The information provided by the Buyer in the Dispute Ticket must be relevant, accurate, descriptive and presented in a professional manner.
- An order is not eligible for return or a refund if the Product(s) received by the Buyer match the ordered Product(s) and such Product(s)are not damaged or defective.
- A Marketplace Supplier is responsible for an order until it has been delivered to the Buyer in full, with the exception of cases where the order could not be delivered in full due to the fault of the Buyer (e.g., an incorrect address was provided to the Marketplace Supplier, Buyer failed to accept the delivery, the order was not picked up by Buyer from the post office, etc.)