Why do we have these guidelines?
It is important to meet and exceed customer service levels as set by the law and customer expectations. We have set these guidelines to help to set the minimum standard across all Retailers on the Bezzu Marketplace.
What are our recommended guidelines?
Returns are part of doing business online. In some cases returns and refunds are required by law. Where they are not required, it is usually best to accept returns as it will increase the chances of repeat business and positive feedback.
Customers have to contact Retailers directly to arrange returns or refunds.
We encourage Retailers to develop their own customer return and refund policies. These guidelines do not constitute legal advice and are provided as a recommendation only. You should seek independent legal advice to ensure you comply with all applicable laws. However, to ensure consistency across the marketplace we recommend that at a minimum you follow the following standards. In some cases a different or a higher standard may be imposed by law.
Items which have not been marked as shipped
All orders which have not been marked as shipped can be cancelled by the customer.
Items in the original condition within 14 days of receipt by the customer
Items may be returned for a full refund within 14 days of receipt by the customer, so long as the item is received back is in the same condition as when it was sent. If the item is made-to-measure, the customer can only cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.
You will need to provide the customer with information on how to return the item. It is the customer's responsibility to ensure that returned goods are adequately packaged so it arrives back undamaged. If the item was not faulty or incorrect, Retailers usually do not have to cover return shipping.
Faulty or incorrect items 28 days to return
Faulty items or incorrectly described (e.g. wrong item, colour, material) items can be returned within 28 days of receipt by the customer and Retailers have to cover the cost of return shipping.
Applicable Timeframes and Payment
We require all Retailers in our marketplace to process refunds and exchanges within 2 working days of receiving the returned product from the customer.
What happens if I do not comply with my legal obligations in relation to refunds or returns?
We will try to let you know as soon as we become aware of any breaches so that you could remedy it as soon as possible. If our investigation reveals that a refund or return has not been arranged in breach of this policy, we may require Stripe to reverse payment. Please note that this may attract charges against your Stripe account.
Until such time as the breach is remedied we may suspend or deactivate your profile. We reserve the right to deactivate any retailer profile at all times.
Contacts and Help
If you have any questions in relation to this policy, please contact us at firstname.lastname@example.org