In the event a dispatched product is “returned to sender”, Sellers must lodge an investigation with the courier provider within 2 business days of receiving the returned product.
If the investigation concludes that the products were returned due to:
- Customer error: the customer will be liable for any shipping costs, re-delivery costs or any other associated fees that may be applicable.
Customer error may include, but is not limited to, incorrect address supplied, refusal of delivery, failure to collect etc.
- Seller error, the Seller must either:
Cover any costs related to return or redelivery of the product and contact the customer to provide new tracking, or issue a refund via the Marketplace portal.