Each supplier on Spocket has their own return policy. Many suppliers offer returns, while some suppliers may have a no-refund policy on all their orders.
You can view a supplier's return policy by clicking on the supplier's product listing. The return policy can be found in the bottom right corner of a product listing.
We highly recommend that you check all your suppliers' return policies before importing and selling products on your online store.
In extreme cases, Spocket reserves the right to overturn a supplier's return policy. Such cases include:
The customer received a damaged or incorrect product: If a customer reports a damaged or incorrect product, the customer will be required to submit photo evidence within 15 days of receiving the item. If the claim is approved, the supplier is responsible for paying the return shipping charges and for replacing or refunding the order. If the product packaging is damaged but the product itself is intact, the recipient must submit a claim to the shipping carrier directly.
The shipment was returned to the supplier due to an incorrect address: If a reshipment is required due to an address entry error on the customer's end, the additional shipping cost will be covered by the retailer.
Missing order: If a package is delivered (based on the tracking number update) but the recipient claims that they did not receive the item, the recipient must submit a claim to the shipping carrier directly. As a retailer, your orders will be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.
Late order: If the product has not been processed or shipped within the time frame agreed to by the supplier, and the customer wishes to cancel the order, the supplier is responsible for refunding the order. Please note that a supplier may sometimes need more time to fulfill orders, such as during high-volume seasons. In these instances, the supplier is allowed to notify retailers that their orders will be fulfilled later than normal.
If you experience any of the above scenarios, you must report the issue within 15 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.
How do I request a return, exchange, or refund?
Handling returns is an essential part of running a business, and Spocket is here to help. Follow this process:
Make sure your customer has a valid reason to replace or return the product (e.g. defective items) and obtain evidence by requesting photos from your customer.
Contact our Customer Support team via email or live chat and include the evidence.
Once we have alerted the supplier and they have approved the return or refund, your customer must return the product to the address on the original package and provide a tracking number.
Once the tracking number has been provided (or once the supplier has received the returned product), a replacement product will be shipped or a refund will be credited back to the card on file.
For Spocket to process a refund for an order, we need a tracking number for the returned order or item to give to our suppliers.
Please also note that if your customers request refunds because they changed their minds about the items, you will need to check your supplier's return policy to see if the supplier accepts these types of returns.
Have any other questions? Please feel free to reach out to us.
Check out this helpful video that discusses the importance of trust badges for return policies. It could offer valuable insights into managing orders and cancellation requests effectively!
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