Refund and Returns Policy

International Returns & Refunds Policies

This policy explains returns, refunds, and claims for international shipments handled by our platform, including E‑Commerce Orders, Personal Courier Orders, and Marketplace Orders. By using our services, you agree to these terms.

Quick Summary

• Report damage/loss within 48 hours after you received shipments.
• Returns depend on seller/carrier/country rules; many international shipments are non‑returnable.
• Return shipping, duties, and fees are usually the customer’s responsibility unless seller or carrier accepts fault.
• Refunds processed after inspection; allow 7–15 business days for refund posting.

1) Eligibility for Return

• International Returns: Which are subject to seller, carrier, customs, and destination country rules. Many international shipments are non‑returnable or require the payer to cover return costs.
• E‑Commerce & E-shop Orders: Returns follow the seller or marketplace return policy. If a seller authorizes return, the process must comply with export/import rules and may require pre‑approval from us.
• Personal Courier Orders: Personal shipments are generally not eligible for voluntary returns once exported. Returns may occur only if the consignee refuses delivery or customs rejects import.
• Time Limits: Return requests for damage, loss, or incorrect items must be reported within 48 hours of delivery (or expected delivery for loss). Claims reported after this window may be rejected.

2) Return/Refund Reasons Covered

• Damaged in transit (with supporting photos and packaging retained).
• Wrong item delivered (must match booking documentation).
• Item missing or short‑shipped.
• Customs seizure or regulatory return initiated by destination authorities.

3) Non‑Returnable & Restricted Items

• Certain items are non‑returnable due to hygiene, customs, or seller restrictions: perishable foods, medicines, intimate apparel, opened personal care items, custom‑made goods, and items prohibited by destination law.
• Restricted or controlled goods (e.g., lithium batteries, certain electronics, and regulated pharmaceuticals) may require special permits for return and are often non‑returnable.

4) Return Process (If Allowed)

1. Initiate Request: Contact our support team within the claim window with order details, photos, and a description of the issue.
2. Pre‑Approval: We will evaluate and, if applicable, obtain pre‑approval from the seller/carrier and advice on return shipping instructions.
3. Shipping Authorization: If return is authorized, you must follow the provided return shipping method and labelling instructions. Unauthorized returns may be refused.
4. Inspection: Returned goods are inspected upon receipt. Refunds are processed only after inspection and seller/carrier confirmation.

5) Costs & Responsibilities

• Return Shipping: Unless the seller accepts responsibility, return shipping costs, export/import fees, customs duties, taxes, and handling charges are the customer’s responsibility.
• Restocking & Processing Fees: Sellers or carriers may charge restocking, inspection, or handling fees; these will be deducted from the refund where applicable.
• Return to Sender: If a shipment is returned by the destination country’s authorities, return freight and storage charges will be billed to the sender.

6) Refunds

• Refund Amount: Refunds typically include the product price less any non‑recoverable fees (original outbound shipping, customs, duties, processing/repackaging fees, and restocking charges). Insurance payouts, if applicable, are handled per insurer terms.
• Currency & Processing: Refunds will be issued in the original payment currency/method where possible. Processing may take 7–21 business days after approval depending on the payment provider and bank processing times.
• Partial Refunds: Issued for partial losses, damage, or missing components based on inspection results.

7) Losses, Damage & Insurance

• Proof Required: For damage or loss claims, retain packaging and provide photos, videos, and delivery/dispatch documents.
• Insured Shipments: If insurance was purchased, claims will be processed with the insurer. Coverage limits and exclusions apply.
• Uninsured Shipments: Without insurance, compensation is limited to carrier liability and subject to carrier terms.

8) Timeframes & Escalation

• Claims Window: Report within 48 hours of delivery for damage/shortage; for non‑receipt, report within 7 days of expected delivery.
• Investigation Timeline: Claims investigations may take up to 30–90 days depending on carrier, seller, and customs involvement.
• Escalation: If unsatisfied with claim resolution, customers may escalate to our support for review; final decisions are subject to carrier/seller terms.

9) Customs, Seizure & Disposal

• If customs seizes or orders disposal of goods, we will notify the sender. Disposal or seizure fees are the sender’s responsibility. In some cases, customs may permit re‑export or return under payer responsibility.

10) Exceptions & Special Cases

• Individual marketplace or seller agreements may override this policy for specific products.
• For high‑value items, special return terms may apply and will be outlined at booking.