Return Policy Page

Refund and Return Policy

1. Return/Refund Request

Subject to this Refund and Return Policy and the terms and conditions in the Terms of Service, Buyers may request a return of purchased merchandise ("Goods") and/or a refund of the Services before the expiration of the Shipbob Guarantee period specified in the Terms.

The Shipbob Guarantee is a service provided by Shipbob upon request to assist users in resolving conflicts that may arise during transactions. Users may communicate privately with each other before, during, or after using the Shipbob Guarantee to resolve any disagreements, or contact local authorities to assist in resolving any disputes.

2. Return Application

The buyer may apply for a refund and/or return only in the following circumstances:

● The buyer has not received the item;

● The item is defective and/or damaged upon delivery;

● The item delivered to the buyer by the seller does not meet the agreed specifications (e.g., wrong size, color, etc.);

● The item delivered to the buyer is significantly different from the description provided by the seller in the item listing;

● By private agreement with the seller, the seller must send a confirmation letter to shipbob to confirm the agreement.

The buyer's application must be submitted through the shipbob mobile app.

Ten (10) calendar days after the return request is made.

If the buyer has initiated legal proceedings against the seller, the buyer may provide shipbob with an official notice from the relevant authorities, requesting shipbob to continue to hold the purchase price until an official decision is made. Shipbob will determine at its sole discretion whether it is necessary to continue to hold such purchase price.

3. Preferred Seller Rights

If you are a Preferred Seller, you should have received a separate written notification from Shipbob informing you of your election to participate in the Shipbob Preferred Seller Program. If at any time you decide not to participate in the Shipbob Preferred Seller Program, please notify Shipbob in writing; otherwise, you will be deemed to have elected to continue participating in the Shipbob Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. Shipbob may, at its sole discretion, suspend or remove any Preferred Seller from the Shipbob Preferred Seller Program at any time.

Shipbob's decision to approve a refund or return pursuant to Section 2 above shall be binding on the relevant Preferred Seller. Preferred Sellers agree to comply with and take all necessary steps to effectuate any refund or return request approved by Shipbob.

For any refund or return request approved by Shipbob, Shipbob will notify the Preferred Seller via email ("Email Notification") and arrange for the relevant return item to be shipped to the address provided in writing to Shipbob by the relevant Preferred Seller to complete the refund and return process, provided that such address is located in the country where the relevant item is listed for sale on the Website ("Local Address"). If the Preferred Seller fails to provide a local address for the return of the item, or fails to accept delivery of the returned item within a reasonable time (as determined by shipbob), shipbob reserves the right to dispose of the item in any manner it deems appropriate, and the Preferred Seller shall be deemed to have waived all rights in respect of the item. If the Preferred Seller does not receive the returned item, the Preferred Seller must notify shipbob within seven (7) days of receipt of the email notification (the "Notice Period"). Failure to notify shipbob within the Notice Period will constitute conclusive evidence and result in the Preferred Seller accepting the delivery of the item, and the Preferred Seller agrees not to make any claim or raise any dispute with respect to any such item.

Notwithstanding the foregoing, at shipbob's sole discretion, items approved for refund or return may not be returned to the Preferred Seller, and the Preferred Seller shall be deemed to have waived all rights in respect of the item.

For any refund or return where shipbob receives the relevant item but shipbob refuses it, shipbob will organize the shipment of the item to the relevant buyer's address in accordance with Section 2 above.

If Shipbob approves any refund or return request, the Preferred Seller may appeal the decision by contacting Shipbob and providing evidence supporting such appeal. If Shipbob upholds the Preferred Seller's appeal, it will pay the Preferred Seller all or part of the purchase price. The Preferred Seller acknowledges and agrees that Shipbob's decision is final, conclusive, and binding, and covenants and agrees not to initiate litigation or otherwise assert any claim against Shipbob or its affiliates with respect to such decision.

4. Regular Seller Rights

For purposes of this Refund and Return Policy, Regular Sellers are those who are not Marketplace Sellers or Preferred Sellers.

When Shipbob receives a buyer's request for a return and/or refund, Shipbob will notify the seller in writing. The seller may respond to the buyer's request by following the steps specified in the written notice. The seller must respond within the period specified in the written notice (the "Specified Period"). If Shipbob does not receive a response from the seller within the Specified Period, Shipbob will assume that the seller has not responded to the buyer's request and will continue to evaluate the buyer's request without further notice to the seller. Shipbob will review each seller's response on a case-by-case basis and, at its sole discretion, determine whether a buyer's request will be successful based on the circumstances described by the seller.

5. Return Conditions

For a hassle-free return experience, buyers must ensure that the product (including any free items such as included accessories) is returned to the seller in the same condition as the buyer received it upon delivery. We recommend that buyers take photos of the item upon receipt.

6. Responsibility for Product Forward and Return Shipping Costs

● In the event of an unforeseeable seller error (i.e., a damaged, defective, or incorrect product delivered to the buyer), the seller will cover the buyer's forward and return shipping costs.

● If the buyer changes their mind, please obtain the seller's consent before returning the product and will be responsible for the return shipping costs.

● In the event of a dispute between the buyer and the seller regarding the liability for forward and return shipping costs, Shipbob will determine the liability for forward and return shipping costs at its sole discretion.

For the avoidance of doubt, if the seller is responsible for the buyer's forward shipping and return shipping costs in any of the above circumstances, even if the buyer uses a free shipping coupon, the seller shall be responsible for the buyer's forward shipping costs for the delivery of the product.

7. Refunds

A buyer will only receive a refund after Shipbob receives confirmation from the seller that the returned item has been received. If Shipbob does not receive a response from the seller within the specified timeframe, Shipbob reserves the right to refund the corresponding amount to the buyer without further notice to the seller. For more information on seller response timeframes, please click this link. Refunds will be made to the buyer's credit/debit card or designated bank account (whichever is applicable).

8. Buyer-Seller Communication

Shipbob encourages users to communicate with each other if any issues arise during a transaction. Since Shipbob is a platform for users to conduct transactions, buyers should contact the seller directly to resolve any issues related to the purchased item.

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