Refund policy

Refunds

 

At TtoYou we pride ourselves in knowing that our Sellers offer an excellent array of products and services and excellent customer service to match.

We know that item and product deliveries may not always go as planned and TtoYou is here to help.

Refunds may be offered in certain circumstances.

Refunds may be offered in the following scenarios:

·       If the item or product has not been dispatched

·       If the item or product has not materially described in relation to the Seller’s shop description

·       If the item is damaged

·       If the item has missing pieces

·       If the item is the wrong color, size, or measurement

 

Refunds may NOT be provided on the following items, services and Orders:

·       Digital purchases

·       Real estate purchases

·       Medical consultation services

·       IT consultation services

·       Financial services

·       Home improvement services

·       Insurance services

·       Custom orders (with the exception of orders not fit-for-purpose or incorrectly crafted by Sellers)

·       Items that have been used, worn, or damaged

·       Opened items that are required to be sealed by law (ie: perishables and makeup)

·       Items that have been returned after the 30-day window return period

These items are known as “Ineligible Return Items”

 

Requesting a Refund as a Buyer

1.         Sometimes you may change your mind about a certain item or product. In the event that the item has not been dispatched and the item is not an Ineligible Return Item, you may request a refund from the Seller. You would simply contact the Seller, and access your Orders and simply cancel the Order. Orders typically take 3-5 business days to be refunded to your account. If your payment method used was the TtoYou Wallet, your funds will typically be refunded within 1 business day.

2.         You may only return items within 30 days of having received the item.

3.         If your Return Request is accepted by the Seller, you may have to return the item to the Seller in its original form and packaging in order to receive your refund.

 

Refund Amount Calculation for Buyers

As a Buyer, the amount that is refunded for your order might vary from time to time. Below are the conditions which are considered when calculating your refund.

  1. The reason for your refund request. Depending on the reason selected, either you or the seller will pay the shipping fee for returning the item.
  2. The condition of the item returned to the seller. - Depending on the condition of the item, the refund amount might vary. Based on the item conditions the following rules will apply for your refunded amount.
      1. Item Returned with parts missing: 20% of the product’s price.
      2. Item Returned was damaged or materially different than the original- 50 % of the product’s price will be deducted.
      3. Items returned with obvious signs of use: - 20% - 50% of item’s price will be deducted.
      4. Item completely damaged and cannot be used: 80% - 100% of the item’s price will be deducted.

 

Canceling Your Order As A Seller

As a seller, sometimes you might need to cancel your order.  Follow the below steps to Cancel your order.

  1. Go to your Orders on your Seller Account,
  2. Only those orders that are in the pending or processing stage can be canceled. Orders which are Shipped cannot be canceled.
  3. To cancel your order, select the order that is in the pending or the processing stage and click on Cancel order.
  4. Confirm that you want to cancel the order.
  5. Once you confirm, the order will be canceled and the entire order amount will be refunded to the buyer.
  6. The transaction and TtoYou handling fee will be deducted from your account balance on TtoYou.

 

Refunds For Adverts

If you want to close your adverts and get a refund, you can do so easily by following the below steps.

 

1.     Go to your adverts page by clicking on Adverts.

2.     Select the advert that you want to cancel by clicking on the pen icon next to it.

3.     On the Edit Advert page, click on the bin icon.

4.     Confirm that you want to delete the advert.

5.     The remaining balance of your advert will be refunded to your TtoYou Pay wallet.

Please Note - For Adverts, the remaining balance amount of your advert will always be refunded to your TtoYou pay wallet.

                    1.1.          Processing Returns & Refunds For Seller

As a seller, you will need to process return and refund requests from buyers for some of your orders.

Alternatively, you can follow the below steps.

  1. On your seller account, go to Refund Requests.
  2. You will see a list of your refund requests.
  3. Click on any refund request to view the request details.
  4. You will see the item details, shipping method and the reason for return specified by the buyer.
  5. You will also see whether a replacement or refund has been requested for the order.
  6. Any additional images or comments left by the buyer will also be visible to you.
  7. You can choose to act on the request in 3 ways.
      1. Accept Return Request: You can choose to approve the return request. Doing so will update the status of the Return request and the shipping label PDF will be visible to the Buyer for download.
      2. Returnless Refund: You can choose to forego the return of their product and directly choose to issue a refund by clicking on this option. Once you select this option and click on the Submit button, the refund process will be initiated and the amount will be refunded to the Buyer.
      3. Returnless Replacement: You can choose to forego the return of their product and directly choose to issue a replacement by clicking on this option. Once you select this option and click on the Submit button, a replacement order will be created and processed similar to a regular order. You will then need to process the order similar to a regular order.
      4. Reject Return Request: You can choose to reject the return request by selecting the appropriate reason for the rejection of the return request. (Please ensure that you have a valid reason for rejecting a refund claim. The buyer can choose to open a dispute claim on your refund rejection and if the dispute claim is successful, then the shipping, transaction fee and TtoYou handling fee will be deducted from your balance on TtoYou.

 

  1. For a return request that was accepted, once you receive a return request, you can choose to process the refund based on the condition of the item that was returned.
    1. Issue Full Refund: If the item is intact with all parts, you can issue a full refund.
    2. Issue Partial Refund: If the item was damaged, or items are missing, you can choose to issue a partial refund based on the condition of the item. These will be the conditions and the corresponding percentage of price of the product that will be deducted from the refund.
      1. Item Returned with parts missing: 20% of the product’s price.
      2. Item Returned was damaged or materially different than the original- 50 % of the product’s price will be deducted.
      3. Items returned with obvious signs of use: - 20% - 50% of item’s price will be deducted.
      4. Item completely damaged and cannot be used: 80% - 100% of the item’s price will be deducted.
  2. Reject Refund: In rare cases, the returned item may be incorrect or completely damaged In those cases, you can choose to reject the refund by selecting the reason for rejection. You will be asked to upload supporting images and documents for your rejection.

3.   Chargebacks may be completed up to 1 year from the date of the transaction. TtoYou will always keep records on chargebacks up to 12 months following the date of the chargeback

If you have any questions or concerns about your Refund, please get in touch with us at info@ttyou.com