Return Policy

Purpose: This document outlines the official marketplace policies for cancellations and returns that you, as a vendor, are required to follow. Consistent application of these policies ensures fairness for customers and protects our collective reputation.

1. Order Cancellations by Customer

Full Refund Window: A customer may cancel their order for a full refund within 72 hours of purchase, provided you have not yet shipped the item.
Your Action Required: You must monitor your “Orders” dashboard and process any cancellation requests promptly. The platform will automatically refund the customer upon your approval of the cancellation.
After 72 Hours / After Shipping: Once 72 hours have passed or once you have marked the order as “Shipped,” the standard No-Returns-for-Change-of-Mind policy applies. Cancellations are no longer eligible for this automatic refund.

2. Returns & Refunds for Damaged/Defective Items

Return Window: Customers must initiate a return request within 30 days of the order delivery date. Items returned after this period will not be accepted, and you are not obligated to provide a refund or exchange.
Condition for Return: Returns are only accepted for items that arrive Damaged, Defective, or Significantly Not As Described (SNAD). This is not for change of mind.
The Process (Your Responsibility):
1. The customer will contact support with their issue and evidence (photos/video).
2. You will be notified and must respond within 48 hours to propose a resolution.
3. You, the vendor, are responsible for deciding and facilitating the resolution. Options include:
  - A partial refund.
  - Sending a replacement.
  - Issuing a full refund upon receipt of the returned item.
4. If a return is required, you must provide the customer with a prepaid return shipping label and instructions. The refund should be processed once you receive and inspect the returned item.

3. Exchanges

All Exchanges Are Handled Directly: As per our policy, all requests for exchanges (e.g., for size, color) must be handled via direct chat between you and the customer.
Process: If you agree to an exchange, you and the customer will arrange the details (return of the original item, shipping for the new item, any price differences). The platform does not automate this process. We recommend completing the exchange as two separate transactions (a return/refund followed by a new purchase) for clarity and record-keeping.

4. Non-Delivery & Lost Packages

If a customer claims they did not receive a package and there is no tracking or “Proof of Delivery” from the carrier, you are responsible for resolving the issue.
Best Practice: Always use tracking with delivery confirmation. If a package is lost with no proof, you are expected to either refund the customer or send a replacement. You may then file a claim with your shipping carrier for compensation.

Vendor Responsibilities Summary

✔ Monitor and approve cancellations within the 72-hour window.
✔ Respond to return/dispute notifications from the platform within 48 hours.
✔ Decide on and manage the resolution for eligible returns (refund, replace, etc.).
✔ Provide return labels if a physical return is needed for a refund.
✔ Handle all exchange logistics directly with customers via chat.
✔ Use tracked shipping to protect yourself from “non-delivery” claims.

Platform Support: The marketplace team will mediate in cases of dispute, enforce policy compliance, and may issue refunds on your behalf if you are unresponsive, with funds deducted from your account.

By listing on our platform, you agree to adhere to these policies.

Refund Policy

Last Updated: [Date]

At [K-social Marketplace], we strive for complete customer satisfaction. This policy outlines the specific timelines and processes for obtaining a refund.

1. Cancellation Period Refund (72-Hour Window)

A full refund will be issued if a cancellation request is made within 72 hours of purchase, provided the vendor has not yet shipped your order.

How to Request: Use the “Cancel Order” option in your account dashboard or contact the vendor directly through their store page.
Process: Upon vendor approval, your refund will be processed to your original payment method within 5-10 business days, depending on your financial institution.

2. Returns for Refund (30-Day Window)

Once the 72-hour cancellation window has closed, your item has either been prepared for shipping or is already on its way to you.

If you receive an item that is damaged, defective, or significantly not as described, you may return it for a full refund under the following condition:

The return request must be initiated within 30 days of the original order date.
Returns initiated after this 30-day window will not be accepted.

Return Process:

Contact the Vendor First: You must notify the vendor directly through their store page message system within 48 hours of delivery. Include clear photographs or video of the issue.
Resolution: The vendor will propose a resolution, which may include providing a prepaid return label. You must ship the item back in its original condition using the provided method.
Refund Issuance: Once the vendor receives and inspects the returned item, they will issue your refund to your original payment method.

Important Note: We do not offer refunds for change of mind, buyer’s remorse, or items that arrive safely but differ from your expectations (e.g., color variations on screens, slight handmade imperfections). Please read product descriptions and ask the vendor questions before purchasing.

3. General Refund Guidelines

Shipping Costs: Original shipping fees are non-refundable. For returns due to vendor error (wrong or damaged item), the vendor should cover return shipping.
Refund Timing: After a refund is approved, please allow 5-10 business days for it to appear in your account.
Non-Returnable Items: Custom-made, personalized, or digital items are final sale and not eligible for return unless they arrive damaged or defective.

4. Need Help?

We encourage direct communication for the fastest resolution.

First, message the vendor through their store page regarding your specific order.
If you cannot reach a resolution with the vendor within 3 business days, please contact our site Admin at [admin@k-socail.com] for mediation.

By making a purchase on our marketplace, you acknowledge and agree to this Refund Policy.

Refund and Returns Policy