Are you someone who is aiming at building loyal relationships with your customers? Do you wish to improve customer conversion rates, enhance the number of repeat customers, boost your sales along with improving and maintaining brand perception?

Then one of the most important things you can do is have a clear cut, predefined, customer-centric return/refund policy.

Moreover, a well-balanced return/refund policy will provide a better customer service experience.

• As a seller, you may receive a return and refund request from the buyer if he/she is not satisfied with purchase.
• There are 4 reasons for request of return and refund from the buyer:
  1. Did not receive the order (e.g., parcel lost in transit).
  2. Received an incomplete product (e.g., missing parts of product, missing products from order).
  3. Received the wrong product(s) (e.g., wrong size/color, different product).
  4. Received a product with physical damage (e.g., dents, scratches, cracks).

As a buyer if you receive an incomplete, wrong, physically damaged product or if you do not receive the product at all, you can ask for a return and refund. (As the case maybe)

This would help you get the right product back and build relations with your seller.

Announcement of Return/Refund

Return/ Refund duration is five days so a shopper can request for return/refund only under this time duration.

Reasons for request of return and refund

• If as a buyer/shopper, you feel unsatisfied with your purchase, then please feel free to ask for a return/refund.
• There are 4 reasons for request of return and refund:
  1. Did not receive the order (e.g., parcel lost in transit).
  2. Received an incomplete product (e.g., missing parts of product, missing products from order).
  3. Received the wrong product(s) (e.g., wrong size/color, different product).
  4. Received a product with physical damage (e.g., dents, scratches, cracks).

Restrictions on return/refund

• There are certain categories of products which cannot be returned and asked for refund upon.
• Therefore, any return/refund request under these categories will be rejected.
• Kindly look at the list of non-refundable items which have been provided as an annexure at the end of the document.
• The list of non-refundable items will be shared as an annexure file at the bottom of the file.

For a shopper to ask for a return and/or refund he/she must submit evidence, mandatorily. Evidence acts as proof from the shopper to the seller of displaying the shortcomings to the order made by them.

Forms in which evidence can be submitted to proceed with their return/refund request:

1. Description: Explaining what exactly the problem is, highlighting the areas of concern.
2. Image/Video: To give a clear-cut image of the problem and issue in product.

The email must be sent at refund@albaloo.com

If you want to return the multiple items that you ordered, you need to refer to the following points of reference as a case by case:

1. If you have ordered multiple items of the same type and you have issue with one of the items, then you will have to return all the items. For example, if you ordered 5 t-shirts of the same type from the same seller and you want to return any one of them, then you will have to return the entire order that is all the five t-shirts.
2. If you have ordered multiple items of the different type but in a set and you have issue with one of the items of the set, then you will have to return the entire set. For example, if you bought a dinner set with 24 different items and two plates are broken then you will have to return the entire set of 24 different items.
3. If you have ordered multiple items of the different type from the same seller and you have issue with one of the items, then you will have to return all the items. For example, if you ordered 1 t-shirt and 1 skirt from the same seller and you want to return the t-shirt, then you will have to return both the items.
4. If you have multiple items from different sellers and issue with one, you can return them individually to the respective sellers. For example, you bought a pair of trousers from Seller A and a pair of socks from Seller B, and you want to return the socks then you can ask for return and refund from seller B only, individually. In such a case, there is no need to send back seller A’s products.

• Once you receive an e-mail confirming your return/refund.
• You can download the Air Waybill (AWB) from the email.
• Get a print of the AWB and stick on the cover package of your item to be returned.
• Now from the day you receive the return/refund confirmation you will have to drop the package at logistic pickup point within 48 working hours.

The return/refund policy shall be handled manually through the customer service provider. The important thing is that a shopper has 5 days to make a request for return and refund.

Kindly go through the following steps for the process:

1. Shopper will contact the customer support team if he/she wants to return the product through support@albaloo.com
2. The customer support team will then investigate the matter.
3. The customer support team will then update the seller.
4. The shopper is now supposed to return the product to the seller.
5. The seller will verify the condition of the returned product to the customer support team.
6. The customer support team will now refund the money to the shopper.