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Refund Policy for Engazly Platform

At Engazly Platform, we strive to provide a seamless shopping experience for all our customers. We understand that sometimes, you may need to return an item or request a refund. This Refund Policy outlines the terms and conditions under which refunds can be processed for purchases made through stores on our marketplace.

1. Eligibility for Refunds

Refunds are available under the following conditions:

• Defective or Damaged Products: If the product is damaged, faulty, or does not work as described upon receipt, you are eligible for a full refund or exchange.
• Incorrect Products: If the product you receive is different from what was ordered (wrong item, size, or color), you may request a refund or replacement.
• Non-authentic Products: If you believe the item is counterfeit or not an authentic product of the brand, you may request a refund and report the issue.
• Misleading Descriptions: If the product you receive does not match the description, specifications, or images provided by the seller, you can request a refund.
• Non-functional or Unusable: If the product malfunctions or does not function as intended within the specified warranty period, it may qualify for a refund or replacement.

2. Conditions for Return and Refund Requests

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

• Time Frame: Refund requests must be initiated within 14 days of receiving the product. For warranty claims, customers can file claims within the product’s warranty period.
• Product Condition: The item must be unused, in its original packaging, and include all accessories, manuals, and tags.
• Proof of Purchase: A valid receipt or proof of purchase is required when filing a return or refund request.

3. Non-Refundable Items

The following items may not be eligible for refunds:

• Perishable goods such as food, flowers, or other items with a limited shelf life.
• Personalized or custom-made products unless defective or not as described.
• Digital downloads, software, and gift cards unless there is a technical issue.
• Hygiene-related products like cosmetics, skincare, or intimate apparel if the packaging has been opened.

4. Refund Process

1. Initiating a Refund Request:
   • To initiate a refund, customers should contact the seller directly via the Engazly Platform messaging system or customer support. You must provide the order number, details of the issue, and, if requested, photographs of the product and packaging.
2. Approval and Inspection:
   • Once your refund request is received, the seller will review it and may request further details (such as images or videos of the issue). The merchant will inspect the product and communicate approval or rejection of the refund request within 3 business days.
3. Return Shipping:
   • If a return is required, the customer is responsible for return shipping unless the product is defective, damaged, or incorrect. The seller will provide a return address and any specific shipping instructions.
4. Refund Timing:
   • Once the returned item is received and inspected, the seller will process your refund within 7 business days. Refunds will be issued to the original payment method, and processing times may vary depending on your bank or payment provider.

5. Partial Refunds

In certain situations, partial refunds may be granted:

• If the product shows signs of use or wear but is still eligible for return.
• If a return is requested after the 14-day window but falls within a reasonable period for specific circumstances.
• Products that are missing parts, manuals, or original packaging may receive a partial refund based on the condition.

6. Exchange Policy

Where applicable, customers may request an exchange rather than a refund under the following conditions:

• The item received is defective or damaged.
• The wrong item, size, or color was delivered.

Note: Exchanges are subject to product availability. If the item is not available, the customer may opt for a refund.

7. Warranty Claims

For products that are covered under warranty, customers can request a replacement or refund for items that fail due to manufacturer defects or issues. To initiate a warranty claim:

• Contact the seller directly with proof of purchase and a description of the issue.
• Warranty claims must be made within the product’s warranty period as defined by the seller.
• The customer may be required to return the product for inspection before a claim is processed.

8. Refund Exceptions

Refund requests may be rejected if:

• The product is returned outside the specified return period.
• The product has been used or damaged by the customer.
• The product does not meet the return or warranty requirements.

9. Customer Support

For further assistance or if you encounter difficulties in processing a return or refund, you can contact Engazly Platform customer support at Support@Engazly.com. Our team will be happy to mediate between you and the seller to resolve the issue quickly and fairly.

Seller Responsibilities:

• Sellers are required to adhere to the marketplace’s refund and return policies and provide clear instructions to customers regarding returns.
• Sellers must ensure prompt communication with customers regarding any refund or return inquiries and aim to resolve them on time.

Conclusion

Our goal is to ensure a positive and transparent shopping experience for all customers. By offering a fair and clear refund policy, we hope to create trust and satisfaction across the marketplace.

Thank you for choosing the Engazly platform. We value your business and are committed to providing exceptional customer service.

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