Refund Policy

Refund Policy (Vendor Responsibility)

1. Scope of Refunds
   All refund requests for products or services sold through our platform (“Products”) must be handled directly by the Vendor. The Vendor is responsible for evaluating, approving, and issuing refunds per this policy.
2. Vendor’s Obligation to Respond
   Upon receipt of a valid refund request from a customer, the Vendor must:
   • Acknowledge the request within 3 business days.
   • Conduct any necessary review, such as verifying product condition or service delivery, within 7 business days.
   • Notify the customer in writing of the refund decision no later than 10 business days from the date of the request.
3. Grounds for Refund
   A Vendor must issue a full or partial refund if any of the following apply:
   • The Product is defective, damaged, or materially not as described.
   • The Vendor fails to deliver the promised service or deliverable within the agreed timeframe.
   • A service was rendered negligently or did not meet the Vendor’s stated standards.
4. Refund Processing
   • Approved refunds must be processed by the Vendor within 5 business days of approval.
   • Refunds must be issued via the original payment method unless otherwise agreed in writing.
   • If the original method is unavailable, the Vendor must offer an equivalent alternative (e.g., store credit, bank transfer).
5. Denied Requests
   • If the Vendor denies a refund request, the Vendor must provide a clear, written explanation of the denial, citing specific policy provisions.
   • The customer may appeal a denial by submitting additional documentation; the Vendor must review appeals and respond within 5 business days of receipt.
6. Record Keeping
   The Vendor must maintain detailed records of all refund requests, outcomes, and communications for at least two years. These records must be made available to our platform upon request for audit or customer service purposes.
7. Escalation
   If a customer’s refund request remains unresolved after 30 days, our platform reserves the right to intervene and, at our discretion, facilitate a resolution or issue a refund on the Vendor’s behalf. Any such action will be charged to the Vendor.

Compliance and Liability
Vendors are solely liable for adherence to this Refund Policy and any applicable consumer-protection laws. Vendors indemnify the platform for any claims, fines, or damages arising from mishandled refunds.