Effective Date: September 2025
Overview
JustiBuy is a marketplace platform connecting buyers and independent sellers. Sellers set and manage their own return and refund policies for items they list. This Return & Refund Policy explains how returns and refunds work on JustiBuy, seller responsibilities, buyer expectations, and how the marketplace supports dispute resolution.
Sellers Set Their Policies
Each seller on JustiBuy is responsible for publishing a clear return and refund policy on their store and for each product listing where applicable. Seller policies should include: – Whether returns are accepted – Timeframe for returns (e.g., 14, 30 days from delivery) – Condition required for returned items (e.g., unopened, unused, original packaging) – Who pays return shipping (seller or buyer) – Restocking fees (if any) and how they are calculated – Refund method (original payment method, store credit, or exchange) – Handling of international returns and customs/reimport fees
Buyer Responsibilities
Before purchasing, buyers should: – Read the seller’s return and refund policy on the product page and seller’s store page. – Review item descriptions, images, dimensions, and shipping terms carefully. – Contact the seller via the JustiBuy messaging system to ask questions or request clarifications before purchase when needed.
Requesting a Return or Refund
To request a return or refund, buyers should: – Contact the seller through the JustiBuy messaging system within the timeframe specified by the seller’s policy. – Provide order details, a clear reason for the return/refund, and photos or other evidence for damaged, defective, or not-as-described items. – Follow the seller’s instructions for returning items and obtaining tracking information.
Sellers’ Obligations When Handling Returns
Sellers must: – Respond to buyer return/refund requests promptly (recommend within 3 business days). – Provide clear return instructions and, where applicable, return shipping labels. – Inspect returned items upon receipt and process refunds or exchanges according to their published policy. – Issue refunds in a timely manner after confirming return condition; refunds should normally be issued within 14 business days of receiving the returned item unless the seller’s policy provides a different timeframe.
Refunds and Fees
– Refund method: Sellers should refund using the original payment method when possible. If original-method refunds are not available, sellers may offer store credit or exchanges with buyer consent. – Shipping charges: Seller policies should indicate whether original shipping costs are refundable. In many cases, original shipping fees are non-refundable unless the item was damaged, defective, or not as described. – Marketplace commission: Platform commission adjustments on refunds will follow the payment processor and Dokan behavior. In some cases, commissions may not be automatically refunded; sellers and buyers should review order records and contact support for adjustments. – Return shipping costs and customs duties for international returns are the responsibility of the party specified in the seller’s policy.
Exceptions and Non-Returnable Items
Some items may be marked by sellers as non-returnable (for example, perishable goods, hygienesensitive items, digital downloads, or custom-made products). Sellers should clearly indicate non-returnable status on listings. Even for non-returnable items, buyers may be eligible for a refund if the item is materially not as described or damaged upon arrival.
Damaged, Defective, or Not-as-Described Items
If an item arrives damaged, defective, or significantly not as described: – Buyers must report the issue to the seller via JustiBuy messaging and provide photos/evidence within the seller’s stated timeframe. – Sellers should offer a refund, replacement, or partial refund as appropriate. – If a seller does not respond or resolve the issue, buyers may escalate to JustiBuy for mediation.
Dispute Resolution and Marketplace Support
If buyer and seller cannot reach an agreement, either party may escalate the issue to JustiBuy support. JustiBuy may: – Review communications, order details, and evidence submitted by both parties. – Facilitate a resolution such as a refund, partial refund, or return instruction at its discretion. – In cases of policy violations or fraud, take action including suspending seller accounts or removing listings. JustiBuy’s involvement is limited to mediation and facilitating communication; ultimate responsibility for returns and refunds rests with the seller unless JustiBuy determines otherwise.
Chargebacks
If a buyer initiates a chargeback with their payment provider, the buyer and seller should cooperate to resolve the dispute. Sellers must provide required evidence (tracking, proof of delivery, communications) to contest chargebacks. JustiBuy may assist by providing order and communication records when requested by payment processors.
International Returns
International returns may be subject to customs, duties, and import/export restrictions. Sellers must disclose whether they accept international returns and who will pay return shipping and customs fees. Buyers are responsible for any import duties or taxes unless the seller agrees otherwise.
Timing and Processing
– Return shipping: Buyers should obtain and keep tracking information for returned items. – Inspection and refund processing: Sellers should inspect returns promptly and issue refunds per their policy. Buyers should allow up to 14 business days after seller receipt for refunds to process. – Delays: Shipping carrier delays or payment processor delays may affect refund timing.
Recordkeeping
Sellers should maintain clear records of return requests, return shipments, inspections, and refunds for at least 12 months to support any disputes or compliance requirements.
Changes to Seller Policies
Sellers may update their return and refund policies at any time; changes will apply to new orders after the change. Sellers should keep policy text current on their store pages and product listings.
Marketplace Rights
JustiBuy reserves the right to remove listings, suspend seller accounts, or issue refunds in exceptional circumstances (fraud, policy violations, or clear buyer harm) even where a seller’s policy might differ. JustiBuy may also adjust commission or transaction records to reflect refunded amounts.
Contacting Sellers and Support
– To start a return or refund, contact the seller via the JustiBuy messaging system for your order. – If you need platform assistance, contact JustiBuy support at hello@justibuy.com. Include order number, seller name, and relevant photos/evidence.
Limitations
This policy describes general marketplace procedures; individual seller policies take precedence for specific orders. Nothing in this policy limits rights you may have under applicable consumer protection laws.
Changes to This Policy
JustiBuy may update this Return & Refund Policy periodically. Material changes will be posted with a new effective date. Continued use of the marketplace after changes constitutes acceptance of the updated policy.