Refund and Returns Policy
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
General Return Policy
- Whether the product has been received by the end customer or not, if the purchase order date is within the period of the product warranty or the Seller doesn’t specify warranty terms, the Buyer is eligible to request a refund or return of the item.
The final outcome of a refund or return request is solely dependent on the agreement reached between the Buyer and Seller. The Giga Cloud Marketplace does not intervene in this process.
- A Buyer may submit a refund or return request through the RMA Management page and attempt to resolve the situation with the Seller. This is known as the “Request” phase. If the Seller does not approve the RMA after reviewing the request, the Buyer can escalate the request through contacting the Marketplace Resolution Center. This is known as the “Dispute” phase. The platform staff will intervene in the review process to help reach a settlement.
- There are 3 steps taken when processing a refund or return:
Step 1: The Buyer submits their request though the RMA Management page. The Buyer is responsible for providing the related customer feedback that led to the RMA request being submitted in addition to any other relevant evidence requested by the Seller.
Step 2: The Seller processes the application through RMA Management. The Seller might ask the Buyer to provide additional supporting information. After communication and or negotiations have been conducted between the Buyer and Seller, the Buyer may rescind their application or the Seller will accept the request and commence processing the refund or return.
Step3: If the Buyer and Seller cannot reach an agreement or the Seller does not respond to a submitted request within 3 business days, the Buyer can escalate the request as a Dispute to the Marketplace Resolution Center.
The Marketplace Resolution Center will review the evidence provided by the Buyer and issue an appropriate solution (e.g. full refund, partial refund or reshipment).
If the Buyer doesn’t escalate their dispute to the Platform Resolution Center within 30 business days following submitting the RMA request, the platform will automatically categorize the dispute as having been resolved. If a dispute happens following the 30 day period, the Marketplace will provide assistance in resolving the dispute if possible – however, the Buyer will be the party deemed responsible for the risk and loss by default.
- The Buyer can apply for a refund or return without needing to list a reason within 30 days after the product(s) has been received by the customer. It is the Buyer’s responsibility to provide the customer feedback and other information as requested by the Seller. In this scenario, the Buyer would be charged a 25% restocking fee, if the request is accepted by the Seller. The transport fee for the return or re-shipment of any product(s) should be paid for by the Buyer’s customer.
Goods sold on the Giga Cloud Marketplace are large-size products and multiple shipments will increase the risk of damage to the goods. If the Buyer returns this item without stating a reason, or due to customer rejection, the Buyer is responsible for any damage sustained to the product(s) during the return process.
- If the Marketplace Resolution Center issues a settlement requiring the Seller to make a full or partial refund, the money will be deducted from the Seller’s receivables and shown on the Seller’s monthly invoice.
- If the Buyer does not Giga Cloud contact customer service within 90 days after the Seller provides a valid tracking number of the re-shipment, the system will automatically categorize the goods as having been received by the Buyer and subsequently close the case, regardless of the location of the package.
- The Marketplace respects any agreements made between Buyers and Sellers regarding any risks and expenses incurred from the return process. If the Buyer and Seller reach an agreement that is contrary to the resolution given by the Platform Resolution Center, the agreement reached by the Buyer and Seller will take priority.
Need help?
Contact us at {email} for questions related to refunds and returns.
