Refund and Returns Policy

Refund and Returns Policy for www.ebukason.com

 
This Refund and Returns Policy (“Policy”) outlines the rules and procedures for returns, refunds, and exchanges for purchases made on www.ebukason.com (the “Platform”), operated by Idonline Services.
 
This Policy applies to both customers and sellers on the Platform. By purchasing or selling on the Platform, you agree to comply with this Policy, the Seller Terms and Conditions, [Listing Guidelines], [Privacy Policy], and any other applicable policies.
 

General Principles:

  • We aim to ensure a fair and transparent process for handling returns and refunds.
  • Sellers are responsible for fulfilling return and refund requests in accordance with this Policy and applicable laws.
  • Customers are entitled to request returns or refunds under the conditions outlined below, subject to the Seller’s specific return terms, which must align with this Policy.

Eligibility for Returns and Refunds

Standard Return Period: Customers may request a return or refund within 7 days from the date of delivery, provided the item meets the eligibility criteria below. Sellers may offer a longer return period, which must be clearly stated in their listings.
 
Eligible Reasons for Returns:
  • Non-Delivery: The item was not delivered within the estimated delivery timeframe specified by the Seller.
  • Damaged or Defective: The item arrived damaged, defective, or otherwise not functional as described.
  • Not as Described: The item significantly differs from the Seller’s listing description or images.
  • Change of Mind: Returns for change of mind are accepted only if explicitly allowed by the Seller’s return policy, as stated in the listing.
Ineligible Items:
  • Items marked as “Final Sale” or “Non-Returnable” in the listing, unless defective, damaged, or not as described.
  • Custom or made-to-order items, unless defective or not as described.
  • Digital products or services (e.g., downloads, subscriptions) once accessed or delivered, unless defective.
  • Items that have been used, altered, or damaged by the Customer, unless defective upon receipt.
  • Items prohibited by law or the [Listing Guidelines] (e.g., hazardous materials).
Condition of Returned Items:
  • Items must be returned in their original condition, with all tags, packaging, and accessories included.
  • Customers must provide proof of purchase (e.g., order confirmation or receipt).
  • Sellers may reject returns if the item is not in its original condition, subject to applicable consumer protection laws.

Return Process:

 
Initiating a Return:
  • Customers must contact the Seller directly through the Platform’s messaging system within the 7-day return period to request a return.
  • Customers should provide:
    • Order number and item details.
    • Reason for the return (e.g., damaged, not as described).
    • Photos or evidence, if applicable (e.g., for damaged or defective items).
  • Sellers must respond to return requests within [48 hours].
Return Shipping:
  • For returns due to Seller error (e.g., damaged, defective, or not as described), the Seller is responsible for providing a prepaid return shipping label or reimbursing the Customer for reasonable shipping costs.
  • For change-of-mind returns (if allowed by the Seller), the Customer is responsible for return shipping costs, unless otherwise stated in the Seller’s return policy.
  • Customers must ship the item back within [7 days] of receiving return approval from the Seller, using a trackable shipping method.
Inspection and Approval:
  • Upon receiving the returned item, the Seller will inspect it to confirm eligibility for a refund or exchange.
  • Sellers must notify the Customer of the approval or rejection of the return within [5 business days] of receiving the item.

Refund Process:

 
Refund Eligibility:
  • Refunds will be issued to the original payment method or as store credit, depending on the Seller’s policy and the reason for the return.
  • Refunds include the item’s purchase price, excluding any original shipping fees, unless the return is due to Seller error.
Refund Timeline:
  • Once the return is approved, the Seller must process the refund within 5 business days.
  • Refunds may take an additional 3-10 business days to appear in the Customer’s account, depending on the payment method and financial institution.
Non-Refundable Fees:
  • Shipping fees, handling fees, or other non-refunded costs (e.g., taxes or duties) are not refundable unless the return is due to Seller error.
  • Sellers may deduct a restocking fee (if disclosed in their listing) for change-of-mind returns, not to exceed 15% of the item’s price.
Partial Refunds:
  • Sellers may issue partial refunds for items returned in a condition that is not as originally shipped (e.g., missing accessories), provided the Customer is notified and agrees.
  • Partial refunds are subject to review by the Platform in case of disputes.

Exchanges:

  • Exchanges are subject to the Seller’s discretion and must be clearly stated in their listing or return policy.
  • If an exchange is offered, the Seller will provide instructions for returning the original item and shipping the replacement.

Seller Responsibilities:

Compliance:
Sellers must:
  • Clearly state their return and refund terms in each listing, which must align with this Policy and applicable laws.
  • Respond promptly to return and refund requests.
  • Provide accurate tracking and delivery information to avoid non-delivery claims.
Funding Refunds: Sellers are responsible for funding refunds, including any associated costs (e.g., return shipping for defective items). The Platform may deduct refund amounts from the Seller’s account balance or future payouts if necessary.
 
Non-Compliance: Failure to comply with this Policy may result in:
  • Removal of listings.
  • Account suspension or termination.
  • Financial penalties or reimbursement of Customers by the Platform, with costs charged to the Seller.

Customer Responsibilities

Timely Requests: Customers must initiate returns within the specified return period and follow the Seller’s instructions.
 
Proper Return: Customers must package and ship items securely to prevent damage during return transit.
 
Proof of Return: Customers are encouraged to use trackable shipping methods and retain proof of shipment until the refund is processed.
 

Disputes:

Mediation: If a Customer and Seller cannot resolve a return or refund issue, either party may escalate the matter to the Platform by contacting dispute@ebukason.com . The Platform will review the case and mediate a fair resolution based on this Policy and applicable evidence.
 
Resolution Timeline: Disputes will be resolved within 14 business days of escalation, subject to the availability of required information.
 
Final Decision: The Platform’s decision in a dispute is final, subject to any rights under applicable consumer protection laws.
 

Consumer Protection Laws:

  • This Policy does not limit or exclude any rights Customers may have under applicable consumer protection laws in their jurisdiction (e.g., right to a refund for faulty goods or statutory cooling-off periods).
  • Sellers must comply with consumer protection laws in both their jurisdiction and the Customer’s jurisdiction.

Updates to This Policy:

We may update this Policy at any time by posting the revised version on the Platform. Continued use of the Platform after such changes constitutes your acceptance of the updated Policy. We will notify Sellers and Customers of material changes via email or through their Platform accounts.
 
Contact Us:
If you have questions about this Policy or need assistance with a return or refund, please contact us at: