Refund and Returns Policy

Welcome to Owode Marketplace!
At Owode Marketplace, we strive to ensure a smooth and satisfactory experience for buyers and sellers alike. So, feel at home!

This Refund and Return Policy outlines the terms under which refunds, returns, and exchanges are handled. By using our platform (www.owodestore.com), you agree to these terms.

As a marketplace, Owode facilitates transactions between buyers and independent Sellers. Refunds and returns are primarily the responsibility of Sellers, and Owode acts as an intermediary to ensure fair resolutions when disputes arise.

1. General Terms

1.1 Seller Responsibility

• Sellers must confirm and process orders within 24 hours of receiving them.
• Sellers are responsible for ensuring that items are accurately described, properly packaged, and delivered on time.
• Sellers must outline their specific refund, return, and exchange policies on their store pages, which must align with this policy.

1.2 Platform Oversight

• Owode Marketplace ensures compliance with this Refund and Return Policy and intervenes when necessary to resolve disputes.
• Refunds and returns may be subject to platform terms and legal requirements, including NDPR and GDPR.

1.3 Exemptions
Certain items are non-refundable or non-returnable due to their nature. This includes:

• Perishable goods.
• Digital products (e.g., eBooks, software) unless they are defective.
• Customized or personalized items.

2. Return and Refund Eligibility

To be eligible for a return or refund, the following conditions must be met:

2.1 Condition of Item

• The item must be in its original condition, unused, and with all original packaging and tags intact.
• For defective or damaged items, buyers must provide evidence (e.g., photos, videos) within the return window.

2.2 Timeframe

• Buyers must initiate a return or refund request within 7 days of delivery.
• Sellers must respond to return or refund requests within 48 hours of receiving them.

2.3 Proof of Purchase

• Buyers must provide a valid proof of purchase (e.g., order ID, receipt).

3. Refund Process

3.1 Initiating a Refund

• Buyers can initiate a refund request through their Owode account by selecting the relevant order and providing details of the issue.
• Sellers are notified immediately and must respond within 48 hours.

3.2 Seller Response

• Sellers can approve, reject, or negotiate the refund request.
• Failure to respond within the stipulated time may result in Owode stepping in to resolve the issue.

3.3 Owode Resolution

• If a dispute arises, Owode will review evidence provided by both parties and make a final decision.
• Owode reserves the right to issue a refund to the buyer and recover funds from the Seller if the Seller is found at fault.

3.4 Refund Method

• Approved refunds are processed back to the original payment method or as store credit, depending on the buyer’s preference and payment provider policies.

4. Return Process

4.1 Buyer Responsibility

• Buyers must return items to the Seller at the address provided by the Seller.
• Buyers are responsible for return shipping costs unless the item is defective or not as described.

4.2 Seller Responsibility

• Upon receiving the returned item, the Seller must inspect it and confirm the condition within 48 hours.
• Sellers must process the refund promptly after approving the return.

5. Exchange Policy

• Exchanges are subject to the Seller’s policy and item availability.
• Buyers must initiate exchange requests within 7 days of delivery.
• Exchanges follow the same process as returns and refunds.

6. Seller Non-Compliance

If a Seller fails to:

• Respond to refund/return requests within the required timeframe.
• Resolve disputes fairly and within platform guidelines.
  Owode Marketplace reserves the right to:
• Freeze Seller payouts until the dispute is resolved.
• Penalize Sellers by suspending or removing their store from the platform.

7. Buyer Non-Compliance

If a buyer:

• Fails to return the item within the agreed timeframe.
• Provides fraudulent claims or evidence.
  Owode Marketplace reserves the right to:
• Reject refund/return requests.
• Suspend the buyer’s account for repeated violations.

8. Refund Timelines

Refunds are processed within the following timeframes:

• Seller-approved refunds: Within 5-7 business days of approval.
• Platform-mediated refunds: Within 10-14 business days after dispute resolution.

9. Exceptions and Special Circumstances:

• In certain cases, exceptions to this policy may be made at the discretion of Owode Marketplace.
• We reserve the right to refuse refunds, returns, exchanges, or cancellations if we determine that the request is fraudulent, abusive, or in violation of our terms and conditions.

10. Contact Us for Support

If you encounter issues with refunds, returns, or exchanges, contact us:

Support: support@owodestore.com