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If you are not entirely satisfied with your purchase, we're here to help.
1. If you receive a product ordered on our Platform:
(a) which does not comply with its descriptions;
(b) which are of unsatisfactory quality; or
(c) as applicable only to custom-made products, which does not comply with the requirements you have communicated to the seller, kindly reach out to our customer service team at [email protected] within 2 days from the date you received the product.
2. Depending on the circumstances, we may, in our sole and absolute discretion:
(a) have our sellers replace the product [at our expense / subject to you bearing the cost of delivery];
(b) provide you with a full or partial refund of the purchase price for the product; or
unless we have reasonable cause to believe that the problem was caused after delivery.
3. Before we are able to provide you with a refund, or replacement we may require that you:
(a) return the product in accordance with paragraph 4;
(b) submit the receipt or proof of purchase; and/or
(c) submit photographic documentation of the product that you are dissatisfied with.
(d) Submit photographic of goods of packaging, internal and external.
4. Returning a product
(a) You shall return a product within [5] days from the date you received instructions from us to return the product.
(c) The product shall be in its original packaging.
(d) The product shall be returned following the shipping instructions provided by us.
(b) The product shall be unused and in the same condition that you received it.
(e) You will be responsible for paying for your own shipping costs for returning a product
.(f) Delivery costs are non-refundable.
5. Prior to providing you with a replacement, or refund, and upon your compliance with paragraph 3, we will investigate and verify your claims. We may take into account relevant factors including details of the order, your account history, what happened on delivery, and information from the seller. We may also contact you in the process, if necessary.
6. If, in our sole and absolute discretion, find that your claims are valid, we shall proceed to replace the products, or provide you with a refund.
7. Refunds
(a) If we provide you with a refund, we will initiate a refund to your credit card (or original method of payment).
(b) The refunded amount will be reflected in your account in accordance with the terms and the timeline set out in your card issuer policies.