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Refund and Returns Policy

Return and Refund Policy

Last Updated: 06-Aug-2025

1. OVERVIEW

Our marketplace connects you with independent vendors who each set their own return and refund policies. This policy explains how returns and refunds work on our platform and establishes minimum standards to protect customers.

2. HOW RETURNS WORK

2.1 Vendor Policies Apply
    • Each vendor sets their own specific return and refund terms
    • Return policies are displayed on individual product pages
    • Policies vary by vendor and product type
    • You agree to the vendor’s policy when you make a purchase
2.2 Minimum Customer Protections

All vendors must provide at least:

    • 7-day return period for defective or damaged items
    • Full refund for items not as described
    • Refund processing within 5 business days of approved return

3. WHAT CAN BE RETURNED

3.1 Generally Returnable Items

Most items can be returned if they:

    • Arrive damaged or defective
    • Don’t match the product description
    • Are the wrong item shipped by vendor
    • Meet the vendor’s specific return criteria
3.2 Items That Usually Cannot Be Returned

Unless defective, these items are typically final sale:

    • Customized or personalized products
    • Perishable goods (food, flowers, plants)
    • Digital products after download or access
    • Intimate or sanitary products
    • Items with removed tags or packaging
    • Products prohibited by law from return
3.3 Return Time Limits
    • Return requests must be made within the vendor’s stated timeframe
    • Minimum 7 days for defective items (some vendors offer longer)
    • Time period begins from delivery date
    • Contact the vendor as soon as you discover an issue

4. HOW TO REQUEST A RETURN

4.1 Step-by-Step Process
    1. Check the return policy on your order or the product page
    2. Contact the vendor directly through our messaging system
    3. Provide your order number and explain the issue
    4. Include photos if the item is damaged or defective
    5. Wait for return authorization before shipping anything back
4.2 What to Include in Your Request
    • Order number and purchase date
    • Clear description of the problem
    • Photos showing damage or defects
    • Reason for return request
    • Your desired resolution (refund, exchange, etc.)
4.3 Return Authorization
    • Wait for the vendor to approve your return request
    • You may receive a Return Merchandise Authorization (RMA) number
    • Follow the vendor’s specific return shipping instructions
    • Don’t ship items back without authorization

5. RETURN SHIPPING

5.1 Who Pays for Return Shipping
    • Vendor error or defective item: Vendor provides prepaid return label
    • Change of mind returns: You typically pay return shipping
    • Incorrect size/color: Depends on vendor’s policy
    • Item not as described: Vendor usually covers return shipping
5.2 How to Ship Returns
    • Use the vendor’s provided return label when available
    • Package items securely in original packaging if possible
    • Include all accessories, manuals, and documentation
    • Use tracking and insurance for valuable items
    • Keep your shipping receipt until refund is processed

6. REFUND PROCESS

6.1 Refund Methods
    • Refunds are processed to your original payment method
    • Credit card refunds typically appear in 3-5 business days
    • Bank transfers may take 5-10 business days
    • PayPal and digital wallet refunds are usually immediate
    • Some payment methods may have different processing times
6.2 Refund Timeline
    • Vendors must process refunds within 3 business days of receiving returns
    • Processing time starts when the vendor receives your returned item
    • You’ll receive confirmation when the refund is processed
    • Contact the vendor if refunds are delayed beyond stated timeframes
6.3 Refund Amounts
    • Full refund: For vendor errors, defective items, or as stated in policy
    • Partial refund: May apply for partial returns or restocking fees
    • Original shipping: May or may not be refunded depending on vendor policy
    • Return shipping costs: May be deducted unless vendor error

7. EXCHANGES

7.1 Exchange Availability
    • Not all vendors offer exchanges
    • Size or color exchanges may be available for eligible items
    • Defective item exchanges are typically prioritized over returns
    • Check with the vendor about exchange options
7.2 Exchange Process
    1. Contact the vendor to request an exchange
    2. Get exchange authorization and instructions
    3. Ship the original item back to the vendor
    4. Vendor ships the replacement item to you
    5. Pay any price difference if applicable

8. DAMAGED OR DEFECTIVE ITEMS

8.1 Report Issues Immediately
    • Contact the vendor within [X] days of delivery
    • Take clear photos of damage or defects
    • Keep all original packaging and documentation
    • Don’t continue using defective items that could be unsafe
8.2 What to Expect

For damaged or defective items, vendors should:

    • Provide prepaid return shipping
    • Process returns without restocking fees
    • Offer full refund or replacement
    • Respond to reports within 3 business days

9. DIGITAL PRODUCTS AND SERVICES

9.1 Digital Product Returns
    • Digital downloads are generally non-returnable after access
    • Refunds may be available if the product doesn’t work as described
    • Contact the vendor immediately if you can’t access digital products
    • Some vendors may offer satisfaction guarantees
9.2 Service Returns
    • Service refunds depend on the provider’s specific terms
    • Partial refunds may be available for partially completed services
    • Contact the service provider to discuss refund options
    • Unsatisfactory services may be eligible for refunds or credits

10. WHEN VENDORS DON’T RESPOND

10.1 Escalation Process

If a vendor doesn’t respond to your return request:

    1. Wait 3 business days for initial response
    2. Send a follow-up message through our system
    3. Contact our customer service if still no response
    4. We’ll help facilitate communication and resolution
10.2 Marketplace Intervention

We may issue direct refunds when:

    • Vendor doesn’t respond after 3 days
    • Vendor account is closed with pending returns
    • Clear policy violations by the vendor
    • Technical issues prevent normal processing

11. INTERNATIONAL RETURNS

11.1 Additional Considerations
    • Return shipping may be more expensive for international orders
    • Customs forms may be required for return shipments
    • Currency conversion rates may affect refund amounts
    • Processing times may be extended for international returns
11.2 Customer Responsibilities
    • You’re responsible for return shipping costs and customs fees
    • Ensure returned items can legally cross international borders
    • Provide accurate customs declarations
    • Keep all shipping and customs documentation

12. HOLIDAY RETURNS

12.1 Extended Return Periods
    • Many vendors offer extended return periods during holiday seasons
    • Holiday return policies will be clearly displayed
    • Gift recipients may have different return procedures
    • Check specific holiday return deadlines
12.2 Gift Returns
    • Gift returns may require special handling
    • Recipients may need gift receipts or order numbers
    • Return policies may differ for gift purchases
    • Contact the original vendor for gift return procedures

13. GETTING HELP WITH RETURNS

13.1 First Contact the Vendor
    • Always try to resolve return issues directly with the vendor first
    • Use our messaging system to document all communications
    • Be clear about what resolution you’re seeking
    • Give vendors reasonable time to respond
13.2 When to Contact Customer Service

Contact us if:

    • The vendor isn’t responding to your messages
    • You feel the vendor is violating their stated policy
    • You need help understanding return procedures
    • You’re experiencing technical issues with returns
13.3 What We Can Help With

Our customer service team can:

    • Facilitate communication between you and vendors
    • Help interpret return policies
    • Assist with dispute resolution
    • Process refunds in specific circumstances
    • Provide guidance on return procedures

14. PREVENTING RETURN ISSUES

14.1 Before You Buy
    • Read product descriptions carefully
    • Check the vendor’s return policy before purchasing
    • Ask questions if anything is unclear
    • Understand size charts and product specifications
    • Review customer photos and reviews
14.2 After You Receive Your Order
    • Inspect items immediately upon delivery
    • Test products to ensure they work as expected
    • Contact the vendor promptly if there are issues
    • Keep all packaging until you’re sure you’ll keep the item
    • Document any problems with photos

15. CONTACT INFORMATION

For return and refund assistance:

Customer Service:

    • Email: returns@juandeal.com
    • Live Chat: Available through your account dashboard
    • Hours: 10AM – 4PM, weekdays (Sunday – Thursday)

For specific order returns:

    • Contact the vendor directly through our messaging system first
    • Use the order details page to find vendor contact information
    • Check your email for vendor communication preferences

Remember: Each vendor sets their own return policy, but all must meet our minimum customer protection standards. When in doubt, contact the vendor first, then reach out to our customer service team if you need additional help.