Refund policy

A return may be APPROVED if ALL of the following conditions are met:

  1. Return request is submitted within 30 days of confirmed delivery date.
  2. Customer provides valid order information.
  3. Product is returned in acceptable condition.
  4. Product falls under an eligible return category.
  5. Customer has not shown signs of return policy abuse.

Approved Return Reasons

Approve return requests for:

Damaged Item Received

Approve if:

  • Customer reports damage within 7 days of delivery.
  • Customer provides photos showing damage when requested.
  • Damage appears to have occurred before customer use.

Resolution options:

  • Replacement preferred.
  • Refund allowed if replacement is unavailable.

Wrong Item Received

Approve if:

  • Product received does not match order details.
  • Customer provides proof if required.

Resolution:

  • Provide replacement or refund.

Missing Parts or Accessories

Approve if:

  • Customer reports missing components.
  • Missing item was included in original product description.

Resolution:

  • Send replacement parts when possible.
  • Replace product if parts cannot be supplied.

Product Not as Described

Approve if:

  • Product significantly differs from listing information.
  • Issue is caused by inaccurate product information.

Customer Preference Returns

Returns due to customer preference may be approved if:

  • Request is within 30 days.
  • Product is unused.
  • Product is undamaged.
  • Original packaging is available when applicable.

Examples:

  • Customer changed their mind.
  • Ordered incorrect size/color.
  • No longer needs item.

Customer may be responsible for return shipping unless otherwise approved.

Automatic Return Denial Criteria

Deny returns when:

  • Request is outside the return window.
  • Product shows signs of misuse or intentional damage.
  • Product was altered, modified, or repaired by customer.
  • Customer cannot provide order verification.
  • Item was marked final sale or non-returnable.
  • Customer repeatedly abuses return policies.

Non-Returnable Items

Do not approve returns for:

  • Used personal care items.
  • Opened hygiene products.
  • Customized products.
  • Digital products.
  • Consumable items after use.
  • Items that cannot safely be resold.

Exception:
Approve if item arrived damaged, defective, or incorrect.

Fraud Prevention Rules

Escalate for human review if:

  • Customer has multiple recent returns.
  • Multiple claims of missing packages.
  • Evidence appears inconsistent.
  • High-value order refund requested.
  • Customer refuses reasonable verification.

Do not accuse customers of fraud.

Refund Guidelines

Refunds should only be issued after:

  • Return approval is confirmed.
  • Returned item is received when required.
  • Product condition is verified.

Refund original payment method whenever possible.

Replacement Priority

When financially reasonable, prioritize replacement over refund to maintain customer satisfaction and reduce lost sales.

Customer Communication Rules

Always:

  • Remain professional.
  • Show understanding.
  • Explain decisions clearly.
  • Offer available solutions.

Never:

  • Blame customers.
  • Argue.
  • Make exceptions outside policy without approval.