Overview
Welcome to Shop Cultures. This Refund and Returns Policy outlines the conditions and procedures for the return and refund of products purchased through our platform. This policy is applicable to both vendors and clients (buyers).
This Refund and Returns Policy ensures a fair and transparent process for both vendors and clients, promoting trust and satisfaction within the Shop Cultures community.
General Conditions
- Eligibility: To be eligible for a return or refund, items must be unused, in the same condition as received, and in the original packaging.
- Non-Refundable Items: Certain items are non-refundable, including perishable goods, customized products, and digital downloads.
- Proof of Purchase: A valid proof of purchase (order number, receipt, or invoice) is required for all returns and refunds.
- Timeframe: Returns and refund requests must be made within 30 days of the delivery date.
Return and Refund Process
Initiating a Return
- Clients must contact the vendor through the Shop Cultures platform to initiate a return.
- Provide order details, reason for return, and any supporting documentation (e.g., photos of defective items).
Vendor Response
- Vendors must respond to return requests within 3 business days.
- If the return is approved, vendors will provide return instructions, including the return address and any necessary return shipping labels.
Return Shipping
- Clients are responsible for return shipping costs unless the item is defective or the return is due to a vendor error.
- It is recommended to use a trackable shipping service and purchase shipping insurance.
Inspection and Approval
- Vendors will inspect returned items upon receipt.
- If the return is approved, a refund will be processed to the original method of payment within 7 business days.
Non-Refundable Items
- Certain items are non-refundable, including perishable goods, customized products, and digital downloads.
Vendor Responsibilities
Product Listings
- Vendors must provide accurate and detailed product descriptions and images.
- Clearly state the return and refund policy for each product, if different from the general policy.
Handling Returns
- Process return requests promptly and professionally.
- Communicate clearly with clients regarding the status of their return and refund
Refund Processing
- Ensure timely processing of refunds once a return is approved.
- Maintain records of all return and refund transactions.
Client Responsibilities
Reviewing Policies
- Clients should review the return and refund policies before making a purchase.
- Contact the vendor directly through the Shop Cultures platform for any questions or concerns.
Returning Items
- Follow the return instructions provided by the vendor.
- Ensure that items are securely packaged to prevent damage during return shipping.
Special Circumstances
Defective or Damaged Items
- Clients must report defective or damaged items within 7 days of delivery.
- Vendors must offer a full refund or replacement for defective or damaged items.
Lost or Missing Orders
- Clients should report lost or missing orders as soon as possible.
- Vendors will investigate and resolve the issue, either by sending a replacement or issuing a refund.
Dispute Resolution
Escalation
- If a client and vendor cannot resolve a return or refund issue, either party can escalate the matter to Shop Cultures support.
Mediation
- Shop Cultures will mediate the dispute and make a final decision based on the evidence provided by both parties.
- The decision made by Shop Cultures is final and binding.
Documentation
- Both parties must provide all relevant documentation and evidence to support their case.
- This includes but is not limited to: purchase receipts, communication records, photos of defective items, and shipping tracking information.
Confidentiality
- All dispute resolution processes will be conducted confidentially.
- Information shared during the mediation will not be disclosed to third parties without consent from both parties involved.
Final Decision
- The decision made by Shop Cultures will be based on the platform’s policies, the evidence provided, and fairness to both parties.
- Shop Cultures reserves the right to take any appropriate action, including issuing refunds, replacements, or account suspensions for parties found in violation of platform policies.
Policy Updates
Shop Cultures reserves the right to update or modify this Refund and Returns Policy at any time. Clients and vendors will be notified of any significant changes. Continued use of the platform constitutes acceptance of the updated policy.
Contact Information
For any questions or concerns regarding this Refund and Returns Policy, please contact Shop Cultures support at contact@shopcultures.com
Effective Date: August 2, 2024
Last Updated: August 2, 2024