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Vendor Return and Refund Policy

VENDOR RETURN AND REFUND POLICY

Last updated: April 18, 2023

Contents

1 Vendor-Specific Return Policies

2 Return Eligibility and Timeframe

3 Return Process

4 Refunds

5 Exceptions

6 Delivery Issues

7 Vendor Responsibilities

8 Right to Modify Policy

 

At KulturCart, we are committed to providing our customers with exceptional service and satisfaction while ensuring compliance with German and EU regulations. As part of our commitment to quality, we encourage our vendors to establish comprehensive return and refund policies that adhere to all applicable laws and regulations. This policy aims to maintain a fair and transparent environment for both our customers and vendors, ensuring that all parties are treated with respect and understanding.

1           Vendor-Specific Return Policies

Vendors on KulturCart are responsible for specifying their return policies on both their product pages and micro-store pages. These policies must comply with all applicable German and EU laws and regulations. Return conditions, timeframes, processes, and shipping cost policies may vary between vendors.

2           Return Eligibility and Timeframe

Customers may request a return and refund for eligible products purchased on KulturCart within the timeframe specified by the individual vendor's return policy, in accordance with German and EU regulations. To qualify for a return, the product must typically meet the following criteria:

  1. The product must be in its original, unopened, and unused condition, with all tags, labels, and packaging intact.
  2. The product must not be perishable, customized, or personalized unless otherwise specified by the vendor.
  3. The product must not be damaged, altered, or show signs of wear or use.

3           Return Process

  1. As long as the product return duration is still valid, customers can directly apply for a return or exchange through the KulturCart platform, under their order details.
  2. Vendors must provide customers with clear return instructions, including the return address and any necessary documentation, once the return request has been initiated.
  3. Customers are responsible for return shipping costs, except in cases where the product was damaged or incorrect upon arrival, or as specified by the vendor's policy and in compliance with EU regulations. Some vendors may choose to cover return shipping costs, while others may not.
  4. Vendors must inspect the returned product upon receipt and notify the customer of the return approval or rejection within the timeframe specified in their policy.

4           Refunds 

  1. If the return is approved, vendors must issue a refund for the product price, and when applicable, the shipping costs, within the timeframe specified by their policy and in accordance with German and EU regulations.
  2. Refunds will be processed through the original payment method used by the customer, whenever possible.
  3. In cases where the product was damaged or incorrect upon arrival, vendors may offer a replacement or exchange instead of a refund, with the customer's agreement.

5           Exceptions 

  1. KulturCart reserves the right to mediate disputes between customers and vendors and may, at its discretion, issue refunds on behalf of vendors if deemed necessary and in compliance with German and EU regulations.

6           Delivery Issues 

  1. If a customer does not receive their order within the specified delivery time, they must notify the vendor via the KulturCart platform. 
  2. Vendors are responsible for investigating and resolving delivery issues, including lost or delayed shipments, in compliance with German and EU regulations. 
  3. If the order cannot be located or delivered, vendors must issue a full refund or offer a replacement product, with the customer's agreement.

7           Vendor Responsibilities 

  1. Vendors must comply with all relevant German and EU laws and regulations regarding returns and refunds. 
  2. Vendors are responsible for providing accurate product information and descriptions on their KulturCart store pages. 
  3. Vendors must respond to customer inquiries and complaints in a timely and professional manner.

8           Right to Modify Policy 

Vendors reserve the right to modify their return and refund policies at any time without prior notice. However, any changes made will not be applicable to orders placed prior to the policy update. Customers are encouraged to review the return and refund policy of the vendor before making a purchase.

By participating in the KulturCart marketplace, vendors agree to abide by their specified return and refund policies. Failure to comply with these policies may result in disciplinary action, including suspension or termination of the vendor's KulturCart account. KulturCart reserves the right to modify its guidelines on return and refund policies at any time without prior notice. It is the responsibility of the vendors to stay informed about any changes to KulturCart's policies and ensure their own policies remain compliant with the platform's guidelines and applicable German and EU regulations.