Return & Refund Policy

Effective Date: January 1, 2025

This Return & Refund Policy outlines the conditions and procedures for returning products purchased on the Remaxan marketplace and obtaining refunds. It applies to all purchases made on Remaxan. By making a purchase on Remaxan, you agree to the terms of this policy.

1. Return Eligibility

We want you to be satisfied with your purchase. If you are not satisfied, you may be eligible to return the item under the conditions outlined below:

• Return Window: You may request a return within 7 calendar days of the date of delivery. After 7 days from delivery confirmation, we cannot guarantee that a return will be accepted (unless mandated by consumer law or under special circumstances such as a product defect discovered later).
• Condition of Item: Returned items must be in their original condition – unused, unworn, unwashed, and with all original tags, seals, and packaging intact. All accessories, manuals, or freebies that came with the product must also be returned.
• Proof of Purchase: A valid proof of purchase (order number, invoice, or receipt) is required to initiate a return.
• Original Packaging: If the product was delivered in a branded box or special packaging (e.g., electronics with manufacturer packaging), that packaging should be returned as well, as it is considered part of the product.
• Tamper-Evident Seals: For products that come with tamper-evident seals (for example, sealed software, or safety-related seals on electronics or cosmetics), returns will only be accepted if the seal is unbroken and intact, unless the item arrived defective.

2. Items Exempt from Return

Certain products cannot be returned due to their nature, unless they arrive damaged/defective or a wrong item was delivered. These may include:

• Perishable or Personal Use Items: Items such as food, flowers, or other perishables; personal care products (e.g., toiletries, cosmetics if opened); and health and hygiene products (e.g., undergarments, earrings, or toothbrushes) cannot be returned for hygiene reasons if their packaging is unsealed.
• Digital Goods or Gift Cards: Downloadable software, digital subscriptions, and gift cards are typically final sale and not returnable.
• Customized or Made-to-Order Products: Any item that is custom-made or personalized to your specifications (e.g., engraved items, custom-fit goods) cannot be returned unless arriving damaged or with a defect.
• Final Sale Items: Products explicitly marked as “Final Sale” or “Non-Returnable” on the product page cannot be returned.
• Services: If the purchase on Remaxan involves a service that has been delivered or consumed (such as installation services, warranties after activation, etc.), those are not refundable except as described in the service terms.

(If you received a non-returnable item that is defective or was delivered incorrectly, please contact our support – we will address it on a case-by-case basis to reach a fair resolution.)

3. Return Request Process

To initiate a return, please follow these steps:

• Submit Return Request: Log into your Remaxan account and go to “My Orders.” Find the order and item you wish to return and click on the “Return Item” or “Request Return” option (alternatively, you may contact our customer support via the Support Policy guidelines or email support@remaxan.com with your order details and reason for return).
• Select Reason for Return: You will be prompted to select a reason for the return. Providing accurate information (e.g., “Product arrived damaged,” “Received wrong item,” “Item not as described,” or “Changed mind”) helps us process the return efficiently. In some cases, we may ask for additional information or evidence (such as photos of a damaged item).
• Approval & Instructions: Once your return request is submitted, our team will review it. If the return meets our policy criteria, we will approve the return and provide you with return instructions. This typically includes: the return address (which could be the seller’s address or a Remaxan warehouse), how to pack the item, and any return merchandise authorization (RMA) number or label if applicable.
• Packaging the Return: Securely package the item to prevent damage in transit. Include all original contents (as noted in Section 1) and, if provided, print and attach the return label or include the RMA paperwork inside the package.
• Shipping the Item: Send the item back within the specified time frame (generally, we ask that you dispatch the return within 5 days of return approval). If we provided a prepaid return shipping label, please use that; otherwise, arrange shipping with a carrier of your choice as instructed. We recommend using a trackable shipping method and sharing the tracking number with us (or updating it in your return request) to monitor the return.

4. Return Shipping Costs

• Defective/Wrong Item: If you are returning an item due to an error on our part or the seller’s part – for example, the item is defective on arrival, damaged in transit, or not what you ordered – Remaxan or the seller will bear the return shipping cost. In such cases, we typically provide a prepaid return label or reimburse your return shipping expenses.
• Buyer’s Remorse/Change of Mind: If you are returning an item for reasons such as changing your mind, ordering the wrong product, or no longer needing the item, you may be responsible for the return shipping costs. We will either deduct the return shipping fee from your refund or require you to pay for shipping directly to the return address.
• Method of Return: For certain categories or large items, we might arrange a pick-up instead of requiring you to ship it. Any such arrangements will be communicated during the return process.
• Insurance: You are advised to insure the return shipment or use original packaging to ensure the item arrives safely. We cannot be responsible for returns lost in transit; having tracking and insurance protects you in case of carrier issues.

5. Inspection and Approval of Returns

• Inspection: The item will be inspected either by Remaxan or by the seller (depending on the fulfillment arrangement) to verify its condition and the reason for return. We check that all components, accessories, and packaging are returned and that the item is indeed in the condition described in the return request.
• Return Approval or Rejection:
  • Approval: If the item passes inspection and meets our return criteria, the return will be approved.
  • Rejection: If the item is found to not meet the return conditions (for example, returned in a used or damaged state not due to our fault, or missing components), we reserve the right to reject the return. In such a case, we will notify you, and the item may be sent back to you at your expense. We strive to be fair – if a return is marginally outside the policy (just over the time limit, or packaging opened but product unused), we may provide alternative resolutions (like partial refunds or exchange), at our discretion.
• Notification: You will be notified via email or through your account dashboard about the return inspection result and approval status.

6. Refund Processing

• Refund Method: Refunds will be issued to the original payment method used for the purchase whenever possible. For example, if you paid by credit/debit card, the refund will go back to that card; if you paid via bank transfer or mobile money, we will coordinate the refund to the same account or an agreed method. In some cases, we may offer refunds in the form of store credit or gift voucher, especially if original payment method refunds are not feasible (we will communicate options if so).
• Refund Amount: The refund will cover the price you paid for the item and, if applicable, any taxes. Shipping fees paid on the original order: if the return is due to our error or a defective product, we will also refund the original shipping fee. If the return is due to buyer’s remorse, typically the original shipping fee is not refunded. Deductions for return shipping (in cases of buyer’s remorse) will be made clear in the refund communication.
• Processing Time: Please allow 5–10 business days from the date we receive your returned item for the refund to be processed. We aim to process it sooner, but times can vary. After processing, it may take additional time for your bank or card issuer to post the refund to your account (often 3–5 business days).
• Notification of Refund: We will send you a confirmation email or notification once the refund has been processed. If a certain time has passed and you have not received your refund, we advise checking with your bank/credit card provider first; if there’s still an issue, contact our support for assistance.

7. Exchanges

• Like-for-Like Exchanges: At this time, Remaxan does not automatically process direct exchanges (for example, exchanging a product for a different size or color). If you desire a different variation of a product, the recommended approach is to return the original item (if eligible under this policy) for a refund, and then place a new order for the desired item.
• Replacements for Defective Items: If you received a defective or damaged item, you may request a replacement of the same item instead of a refund. Where possible, we (or the seller) will ship out a replacement item once the return is received (or even before receiving the return, at our discretion). If a replacement cannot be provided (e.g., item is out of stock), we will issue a full refund.
• Processing Exchange Requests: Indicate on your return request if you prefer a replacement. We will confirm if an exchange is available or proceed with a refund.

8. Seller Responsibilities for Returns (Seller Note)

This section is relevant for sellers on Remaxan:

Sellers are expected to familiarize themselves with and honor the Return & Refund Policy:

• When a return request is approved for one of your products: You must accept the return. Refusal to accept legitimate returns may result in reimbursement to the buyer at the seller’s expense and could affect your seller account standing (see Seller Policy for consequences).
• Timely refunds: If you, as a seller, are responsible for issuing the refund (e.g., in a payment-on-delivery scenario or direct seller-to-buyer refund model), you must do so promptly once the returned item is received and verified. Remaxan may facilitate this process if payments are handled through our systems.
• Restocking Fees: Sellers are generally not permitted to charge restocking fees unless clearly disclosed on the product page and in compliance with law, and even then, only if the return is due to buyer’s remorse. Any such practices must be in line with Remaxan’s guidelines and not punitive to customers.
• Communication: Sellers should avoid direct negotiation with buyers to circumvent the official return process. Direct any buyer who contacts you about a return to follow the Remaxan return procedure (or loop in Remaxan support), to ensure transparency and buyer protection.
• Note: Remaxan may, at its discretion, handle returns on behalf of sellers for the sake of customer satisfaction. In such cases, we may deduct the refund amount and any associated costs from the seller’s account payout.

9. Abuse of Return Policy

Our return policy is in place to protect customers, but we also monitor for abuse to protect sellers and the business. Examples of return policy abuse include:

• Excessive returns of items after use (“wardrobing” or “free renting”),
• Returning items different from what was sent or fraudulent returns,
• Frequent returns with signs of intentional damage or tampering.

If we identify patterns of abuse, we reserve the right to take action such as restricting or suspending return privileges for the offending account, or, in serious cases, terminating the account in accordance with our Terms & Conditions.

10. General Conditions

• Compliance with Terms: This Return & Refund Policy is part of the Remaxan Terms & Conditions. Use of the Platform and all purchases are additionally governed by the Terms & Conditions. In the event of a conflict between this policy and the general Terms, this specific policy will govern issues of returns and refunds, but will otherwise be interpreted to be consistent with the Terms.
• Changes to Policy: Remaxan may update or modify this Return & Refund Policy from time to time. Changes will reflect our effort to improve customer service or adapt to new circumstances. We will notify users of significant changes by posting the new policy on the Platform with an updated effective date. You should review this policy periodically for any changes. Continued use of Remaxan following the posting of changes constitutes your acceptance of such changes.
• Contact for Returns: If you have questions about this policy or need assistance with a return or refund that is not clearly addressed here, please contact our customer support as outlined in the Support Policy or via email at support@remaxan.com. We are here to help resolve issues in a fair and timely manner.