Aniyor Marketplace: Refund & Return Policy

This Refund & Return Policy outlines the general guidelines for purchases made on the Aniyor Marketplace. Individual sellers on Aniyor establish their own specific policies for the products and services they offer, including service guarantees and product return options. These seller-specific policies will be clearly displayed on their product/service listing page.

Therefore, it is crucial for buyers to carefully review the individual seller's Refund & Return Policy, including the service guarantee period (if applicable) and the product return policy, before making a purchase.

Service Guarantees:

• Seller-Defined Guarantee Periods: Service providers on Aniyor may offer service guarantees for varying durations: 0 days, 3 days, 7 days, or 15 days.
• Payment Upon Guarantee Expiry: For services with a guarantee period, payment to the service provider will only be processed after the chosen guarantee period has elapsed, provided the service has been satisfactorily rendered according to the agreed terms.
• Buyer Choice: Buyers have the option to choose service providers who offer a service guarantee period that aligns with their needs and comfort level. A longer guarantee period may offer greater assurance.
• Conditions of Guarantee: Sellers must clearly specify what their service guarantee covers. For example, it might cover the quality of the service, timely completion, or adherence to specific requirements.
• Dispute Resolution During Guarantee: If a buyer is unsatisfied with the service during the guarantee period, they should communicate directly with the service provider to resolve the issue. If a resolution cannot be reached, Aniyor's dispute resolution process (if offered) may be invoked before the payment is released.

Product Returns:

• Seller-Defined Return Policies: Sellers offering physical products on Aniyor will specify their return policy, which may include:
  • Non-Returnable Items: Certain items may be explicitly marked as non-returnable (e.g., personalized items, perishable goods, items sold as-is). Sellers must clearly state when a product is non-returnable.
  • Returnable within a Specific Timeframe: For returnable items, sellers will specify a return window: 7 days, 15 days, or 30 days from the date of delivery.
• Conditions for Return: Sellers should clearly outline the conditions under which a product can be returned (e.g., unused, in original packaging, with all accessories).
• Reasons for Return: Sellers may specify acceptable reasons for return (e.g., damaged upon arrival, incorrect item received, significant misrepresentation).
• Return Process: Sellers should outline the steps a buyer needs to take to initiate a return.
• Refund or Exchange: Sellers should clearly state whether they offer refunds, exchanges, or store credit for returned items.

Buyer Responsibilities:

• Review Seller Policies Carefully: Buyers are responsible for thoroughly reviewing the seller's specific service guarantee period and product return policy before making a purchase.
• Understand Guarantee and Return Timeframes: Be aware of the duration of the service guarantee and the product return window.
• Check for Damages and issues
  Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
  
• Communicate Promptly: If issues arise with a service during the guarantee period or with a product upon receipt, buyers should communicate with the seller immediately.
• Provide Necessary Information: When requesting a refund or return, buyers may need to provide order details, photos, or other relevant information.

Seller Responsibilities:

• Clearly State Guarantee and Return Policies: Sellers must explicitly state their service guarantee period (if any) and product return policy on each listing.
• Define Conditions and Processes: Clearly outline the conditions of the service guarantee, the acceptable reasons for product returns, and the return process.
• Honor Their Policies: Sellers are expected to adhere to the service guarantees and return policies they have established.
• Respond and Resolve Issues: Sellers should respond promptly to buyer inquiries and work to resolve issues related to service guarantees and returns fairly.

Aniyor's Role:

Aniyor provides the platform for these transactions. While encouraging fair practices, Aniyor is generally not directly involved in enforcing individual service guarantees or return policies.

However, Aniyor reserves the right to:

• Provide Dispute Resolution: Offer a process for buyers and sellers to resolve disagreements regarding service guarantees or returns.
• Enforce General Principles: Intervene if a seller's policies or practices are deemed unfair or violate Aniyor's terms of service.
• Provide Tools and Guidelines: Offer resources to help sellers clearly define their service guarantees and return policies.

How to Find a Seller's Specific Policies:

The specific service guarantee period and product return policy for a listing will be clearly displayed on the:

• Product/Service Listing Page: Look for sections specifically detailing the "Service Guarantee," "Return Policy," or similar terms.

Buyers are strongly encouraged to carefully review these policies before completing their purchase. Contact the seller directly if you have any questions.

By using the Aniyor Marketplace, you acknowledge and agree to this general Refund & Return Policy and understand that individual seller policies, including service guarantees and product return options, will govern your specific transactions.

General Principles for Refunds:

• Legitimate Reasons: Refunds are typically issued for valid reasons as outlined in the seller's policy and generally include:
  • Damaged or Defective Products: When a product arrives damaged or has a manufacturing defect (as per the seller's definition).
  • Significant Misrepresentation: If the product or service received is materially different from the description provided by the seller.
  • Non-Delivery: If a purchased product or service is not delivered or provided within the agreed timeframe (subject to the seller's shipping/service terms).
  • Service Guarantee Issues: If a buyer is unsatisfied with a service within the seller's stated guarantee period and the issue cannot be resolved through communication and/or the seller's remediation efforts.
  • Product Returns (as per seller's policy): When a buyer returns a product within the seller's specified return window and the return meets the seller's stated conditions.

Refund Process (General Steps):

While the exact steps may vary depending on the seller, the general refund process typically involves:

1. Buyer Initiates a Refund Request:
   • For Products: The buyer contacts the seller through the Aniyor platform within the seller's specified return window, stating the reason for the return and providing any necessary supporting evidence (e.g., photos of damage, description of the issue).
   • For Services (within Guarantee Period): The buyer contacts the seller through the Aniyor platform within the service guarantee period, outlining the issue and why the service is unsatisfactory.
2. Seller Reviews the Refund Request:
   • The seller will review the buyer's request and the provided evidence.
   • The seller may communicate with the buyer to seek further clarification or attempt to resolve the issue through other means (e.g., replacement, repair, service adjustment).
3. Seller Approves or Rejects the Refund Request:
   • Approval: If the seller deems the refund request valid based on their policy, they will approve the refund. The seller should then initiate the refund process through the Aniyor platform.
   • Rejection: If the seller believes the refund request is not valid based on their policy, they will typically communicate their reasons for rejection to the buyer through the Aniyor platform.
4. Refund Processing:
   • Once the refund is approved by the seller, the Aniyor platform will process the refund to the buyer's original payment method.
   • The timeframe for the refund to be reflected in the buyer's account can vary depending on the payment method and the processing times of the payment gateway and the buyer's bank. Sellers should provide an estimated timeframe for refund processing upon approval.
5. Communication and Confirmation:
   • Both the buyer and seller should receive notifications through the Aniyor platform regarding the status of the refund request and its processing.
   • The seller may be required to provide proof of refund initiation.

Specific Considerations for Refunds:

• Service Guarantees and Refunds:
  • If a buyer raises concerns within the service guarantee period and the seller cannot resolve the issue to the buyer's satisfaction, a full or partial refund may be issued. The specifics of this will be determined by the seller's stated service guarantee policy.
  • Payment Release: For services with a guarantee period, payment is only released after the guarantee period expires without any unresolved issues raised by the buyer. If a dispute arises during the guarantee period and a refund is deemed necessary, the payment will not be released to the seller, or a portion of it may be refunded if already processed (depending on Aniyor's payment processing procedures).
• Product Returns and Refunds:
  • Upon receiving a returned product that meets the seller's return conditions, the seller will process the refund.
  • The refund amount will typically be for the original purchase price of the product, excluding any original shipping fees (unless otherwise stated in the seller's policy or required by applicable law).
  • The buyer may be responsible for return shipping costs, depending on the seller's policy and the reason for the return. This should be clearly stated by the seller.
• Partial Refunds: In some cases (e.g., minor issues with a product or service), the seller may offer a partial refund as a resolution. The buyer has the right to accept or reject a partial refund.
• Payment Methods: Refunds will generally be processed back to the original payment method used for the purchase. If this is not possible for technical reasons, the seller and buyer will need to agree on an alternative refund method.
• Dispute Resolution: If a buyer and seller cannot agree on a refund, Aniyor may offer a dispute resolution process (as outlined in the main Refund & Return Policy). Buyers should follow the specified steps for initiating a dispute.

Seller Responsibilities Regarding Refunds:

• Clearly Define Refund Terms: Sellers must clearly specify their refund terms within their overall Refund & Return Policy for both products and services (including how service guarantee issues are handled).
• Process Valid Refunds Promptly: Sellers should process approved refunds in a timely manner.
• Communicate Refund Status: Sellers should keep buyers informed about the status of their refund requests.
• Maintain Records: Sellers should maintain records of all refund requests and their outcomes.

Buyer Responsibilities Regarding Refunds:

• Understand Seller's Refund Policy: Buyers must understand the specific refund terms of the seller they are purchasing from.
• Provide Necessary Information: When requesting a refund, buyers should provide all required information and evidence.
• Respond to Seller Inquiries: Buyers should respond promptly to any questions from the seller regarding their refund request.

Aniyor's Role in Refunds:

• Facilitating the Process: Aniyor provides the platform for buyers and sellers to communicate about refunds and processes the financial transactions once a refund is approved by the seller.
• Dispute Mediation (Optional): Aniyor may offer mediation services in cases where buyers and sellers cannot agree on a refund.
• Enforcing Fair Practices: Aniyor reserves the right to intervene if a seller's refund practices are deemed unfair or violate the platform's terms of service.

It is essential for buyers to always check the individual seller's Refund Policy before making a purchase on Aniyor Marketplace.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at refundquerries@aniyorr.com