🔄 Returns, Refunds & Cancellations Policy

1. Overview

Dustid Ecommerce is a platform that enables independent vendors to sell products and services online. While each vendor sets their own returns, refunds, and cancellations policy, Dustid Ecommerce requires all vendors to meet minimum standards to ensure fairness and protect customer rights.

2. Vendor Policies

3. Customer Rights

As a buyer, you are entitled to:

• Request a return or refund according to the vendor's published policy
• Cancel an order before dispatch where permitted
• Contact the vendor directly for issues relating to product quality, delivery delays, or wrong items
• Consumer rights protection under UK law for purchases from UK-based vendors

Important: If a vendor does not respond or you face difficulties, Dustid Ecommerce can help mediate, but we do not act as the seller or hold customer funds.

4. Minimum Platform Standards

5. How to Request a Return or Refund

6. Platform's Role

Dustid Ecommerce:

• Provides the platform and tools but is not the seller
• May intervene in cases of non-response, policy breaches, or repeated vendor complaints
• Reserves the right to suspend or remove vendors who fail to meet minimum standards
• Can assist with dispute mediation between customers and vendors
• Maintains records of vendor compliance with return policies

7. Consumer Rights (UK Customers)

Under UK consumer law, you have additional rights when purchasing from UK-based vendors:

• 14-day cooling-off period for distance sales (online purchases)
• Right to return faulty, damaged, or not-as-described items
• Right to repair or replacement for faulty goods within 6 months
• Right to reject goods that don't match the description

8. Exceptions

9. Refund Processing

Refund Timeline:

• Refunds should be processed within 14 days of approved return
• Refunds will be issued to the original payment method
• Processing time may vary depending on your bank or payment provider

Refund Amounts:

• Full refund for faulty or incorrect items
• Refund minus return shipping costs (unless item is faulty)
• Partial refunds may apply for used or damaged returns

10. International Orders

For international orders:

• Return shipping costs are typically the customer's responsibility
• Customs duties and taxes are non-refundable
• Check vendor's international return policy before ordering
• Consider insurance for valuable returns

11. Dispute Resolution

If you cannot resolve an issue with the vendor:

1. Contact our customer service team
2. Provide order details and correspondence with the vendor
3. We will investigate and may mediate between parties
4. For unresolved disputes, consider consumer protection services

12. Vendor Accountability

Vendors who consistently fail to honor returns and refunds may face:

• Account warnings and monitoring
• Temporary suspension of selling privileges
• Permanent removal from the platform
• Reporting to relevant authorities if fraud is suspected