Returns & Refunds Policy

This Returns & Refunds Policy forms part of the Rwaj Platform, and Terms of Service and applies to all purchases completed and paid for through the Rwaj Platform.

This Policy outlines the eligibility criteria for Buyers seeking a return or refund, the responsibilities of Sellers in the process, and the role of Rwaj in facilitating resolutions. It covers situations including but not limited to item receipt, condition, and description accuracy. If there is a conflict between this Policy and the Terms of Service, this Policy will prevail in relation to returns and refunds matters.

Eligibility

Buyers may be eligible to request a return and refund under the following circumstances, provided the request is submitted within the designated timeframe:

1. The order was confirmed and paid for but was never received by the buyer.
2. The physical item received meaningfully differs from the Seller’s description on its listing page (e.g., wrong model, color, size, missing parts, counterfeit, or a different item altogether).
3. The item arrives damaged, broken, or is defective and does not function as intended.
4. The buyer receives an item different from the one they ordered

General Eligibility Conditions

1. Requests must be initiated within 14 calendar days from the date of delivery for most items. Certain categories may have a shorter or extended window, as specified on the product listing.
2. Buyers may be required to provide supporting evidence, such as photos or videos, clearly showing the issue (e.g., damage, incorrect item, defect).

Auction Finality

1. All auction sales are final and not eligible for return or refund if the item received matches the listing/description.
2. Returns are not allowed for perfumes, cosmetics, underwear/intimate wear, and authenticated luxury goods (unless counterfeit).

Seller Responsibilities

Sellers on our Platform are independent entities and are responsible for fulfilling orders and complying with this Policy:

1. Sellers are obligated to create accurate, detailed, and truthful listings for their items, including clear photos and a complete description of any flaws or damage.
2. Sellers are expected to promptly respond to and accept valid return and refund requests that fall under the eligibility criteria outlined in Section 2.
3. Upon acceptance of a return and receipt of the returned item in its original condition, the seller is responsible for processing the refund to the buyer in a timely manner.
4. Unless the return is due to a seller error, the buyer is typically responsible for the cost of return shipping. The seller must clearly communicate their return shipping process or provide a label if they are covering the cost.

Role of Rwaj in Dispute Resolution

Rwaj acts as a neutral facilitator to help buyers and sellers resolve disputes amicably.

1. If a buyer and seller cannot reach an agreement on a return request, either party may escalate the issue to Rwaj’s support team to open a dispute.
2. Our team will review the case, including communication history, order details, and any evidence provided by both parties (e.g., photos, tracking information).
3. Based on the evidence and the terms of this Policy, Rwaj will make a final and binding decision to: o Grant a full or partial refund to the buyer (which may be deducted from the seller’s account). o Deny the refund request. o Require the buyer to return the item for a refund (possibly at the Seller's or Platform's expense, depending on the reason for return).
4. Rwaj’s role is limited to mediating the dispute and facilitating the financial transaction as per our decision. We are not a party to the contract of sale between the buyer and seller. We are not liable for the quality, safety, or legality of items listed, nor for a Seller's failure to fulfill their obligations, though we will take action against sellers who repeatedly violate our policies.

Refund Process Timelines

1. Refunds will be issued to the original payment method used for the purchase whenever possible.
2. Once a return is approved and the item is received and verified: o Please allow 3-5 business days for the refund to be processed by our team. o After processing, please allow 5-10 additional business days for the refund to be reflected in your bank or credit card account, depending on the policies of your financial institution. o Refunds for orders paid in cash will typically be issued as store credit or to a Platform wallet.
3. A partial refund may be issued if the returned item is not in its original condition, is damaged, is missing parts, or if original shipping costs are non-refundable.

For questions regarding this policy, please contact our support team at Support@rwaj.co

Need More Help?

If you need help with a return or refund, contact Rwaj Support through the Help Center. Include your order number for faster assistance.