Introduction
Welcome to Tribe Commerce Private Limited's Refund and Cancellation Policy. This policy outlines the terms and conditions under which refunds, cancellations, and exchanges are processed for transactions made on our platform. It applies to all users, including Buyers (retailers) and Sellers (manufacturers, distributors, suppliers). By using the Tribe Commerce platform, you agree to comply with this policy. The purpose of this policy is to ensure transparency, fairness, and efficiency in handling refunds, cancellations, and exchanges, while protecting the rights of all parties involved. This policy is subject to the laws of [insert jurisdiction] and may be updated periodically to reflect changes in legal requirements or business practices. It should be read in conjunction with the Terms and Conditions previously established for the platform.
Definitions to ensure clarity, the following terms are defined as follows:
- Buyer: An individual or entity (retailer) who purchases products or services from a Seller through the Tribe Commerce platform.
- Seller: An individual or entity (manufacturer, distributor, or supplier) who lists and sells products or services on the Tribe Commerce platform.
- Order: A purchase made by a Buyer from a Seller through the Tribe Commerce platform.
- Refund: The return of money to the Buyer for a returned product, subject to the terms of this policy.
- Cancellation: The termination of an Order by the Buyer before the product is shipped or delivered.
- Exchange: The replacement of a purchased product with another product, as agreed upon by the Seller.
- Refund Window: The period during which a Buyer can request a refund, as specified in this policy (10 days from delivery).
- Cancellation Window: The period during which a Buyer can request a cancellation, as specified in this policy (3 days from order placement, or as per Seller policies).
- Payout: The settlement of funds to Sellers for completed transactions, net of fees and adjustments.
Refund Policy 3.1. Eligibility for Refunds
- Buyers are eligible for a refund if they return the product within the 10-day refund window from the date of delivery, provided the following conditions are met:
- The product is defective, damaged, or does not match the description provided at the time of purchase.
- The product is returned in its original condition, with all packaging, manuals, and accessories intact.
- Refunds are applicable for:
- Defective or damaged products.
- Missing items
- Products delivered in error (e.g., wrong item, incorrect quantity).
- Refunds are not applicable for:
- Customized or personalized products, as these are made to order and non-returnable.
- Digital goods or services, which are non-tangible and non-returnable.
- Products that have been used, altered, or are not in their original condition.
- Products returned after the 10-day refund window.
3.2. Refund Process To initiate a refund, the Buyer must:
- Buyers need to raise ticket on Tribe Commerce customer app within the 10-day refund window or as per the refund applicable for a product to request a return or refund.
- Provide the details, a clear description of the issue (e.g., defective product, incorrect item), and any supporting evidence (e.g., photos, videos).
- Obtain a return authorization (RA) number from Tribe Commerce, which will be communicated via email or the platform.
- Once authorized by the seller, a pickup will be initiated and Tribe will wait for a confirmation from a delivery partner and seller if the returned item has been received.
- Ensure the returned product is in its original condition, with all packaging, manuals, and accessories included, to avoid rejection.
- The Seller will inspect the returned product and confirm the return within 3 business days of receipt.
- Once the Seller confirms the return, Tribe Commerce will process the refund.
3.3. Refund Timeline
- Refunds will be processed and released to the Buyer only after:
- The returned item has been picked up by the Seller (or received, if shipped by the Buyer).
- The Seller has confirmed the return and its eligibility, as per Section 3.1.
- Refunds will be issued within 7 business days of the Seller’s confirmation, provided all conditions are met.
3.4.Refund Method
- Refunds will be issued within 7 business days of the Seller’s confirmation, provided all conditions are met.
- If the original payment method is no longer valid or accessible, Tribe Commerce may issue a refund via an alternative method (e.g., bank transfer to a provided account), subject to approval and additional verification.
3.5. Exceptions
- No refunds will be issued for products that are not eligible as per Section 3.1.
- If the Buyer requests an exchange (as per Section 6) and the Seller agrees, no refund will be applicable, and the process will follow the exchange policy.
3.6. Missing Items: In the event that a Buyer receives an Order that is missing one or more items, the following process will apply:
- The Buyer must raise a refund request for the specific missing item(s) within the 10-day refund window from the date of delivery of the Order. The refund request applies only to the missing item(s) and does not affect the rest of the Order, unless otherwise specified.
- The Buyer must provide the Order number and specify the missing item(s), along with any supporting evidence (e.g., photos of the received items, packing slip).
- Tribe Commerce will notify the Seller of the refund request for the missing item(s).
- The Seller must confirm the missing item(s) within 3 business days of receiving the notification from Tribe Commerce.
- Upon confirmation, the Seller has two options: a. Ship the missing item(s) to the Buyer at no additional cost to the Buyer. The Seller must do so within 7 business days of confirming the missing item(s), and the Buyer must accept the shipped item(s) to complete the resolution. b. Approve a refund for the value of the missing item(s), which will be processed as per Section 3.3 (Refund Timeline).
- In either case, the commission charged by Tribe Commerce for the value of the missing item(s) will not be refunded to the Seller, ensuring the platform’s revenue protection.
- If the Seller fails to confirm the missing item(s) within the specified timeframe, Tribe Commerce may, at its discretion, process the refund for the missing item(s) and deduct the commission accordingly.
Cancellation Policy 4.1. Eligibility for Cancellations
- Buyers can cancel an Order within the 3-day cancellation window from the date of placing the Order, or as per the specific policies set by the Seller (whichever is applicable and more restrictive).
- Cancellations are not allowed once the product has been shipped, unless the Seller agrees to accept the return for a refund (as per Section 3).
- Sellers may set their own cancellation policies, which must be communicated to Buyers at the time of order placement and must not conflict with this policy.
- 4.2. Cancellation Process To initiate a cancellation, the Buyer must:
- Via Tribe Business app under the order details section within the 3-day cancellation window (or as per Seller policy)
- Provide reason for cancellation.
- If the Order has not been shipped, the cancellation will be processed, and any payments will be refunded as per Section 4.3.
- If the Order has been shipped, cancellation may not be possible, and the Buyer may need to follow the return process for a refund (as per Section 3).
- 4.3. Effect of Cancellation
- Upon cancellation, any payments made by the Buyer will be refunded to the original payment method, minus any applicable fees as per the Seller’s policy (e.g., processing fees, if any).
- If the Seller has already processed the Order (e.g., prepared for shipping), cancellation may incur a fee, which will be communicated at the time of cancellation request.
Exchange Policy 5.1. Conditions for Exchange
- If the Seller agrees to an exchange, no refund will be applicable, and the process will follow this section instead of Section 3.
- Exchanges are subject to the Seller’s approval and availability of the replacement product.
- Exchanges are only allowed for products that are defective, damaged, or incorrect.
- 5.2. Process for Exchange To initiate an exchange, the Buyer must:
- Go to Tribe Business app and raise the request by providing the details to request an exchange, providing the Order number and a clear description of the issue.
- Obtain an exchange authorization from Tribe Commerce, which will be communicated via email or the platform.
- Return the original product in its original condition, with all packaging, manuals, and accessories intact, to the Seller using the specified method.
- The Seller will inspect the returned product and, upon approval, ship the replacement product to the Buyer.
Seller Responsibilities
- Confirmation of Returns: Sellers must inspect returned products and confirm the return to Tribe Commerce within 3 business days of receipt. Failure to confirm within this timeframe may result in automatic processing of the refund, subject to verification.
- Payouts: Payouts to Sellers will be made after the 10-day refund window has closed for each Order, ensuring that all potential refunds have been accounted for.
- Commission Refunds: For cancelled Orders, the commission charged to the Seller will be refunded on a pro-rata basis, based on the value of the cancelled portion of the Order. For refunds issued due to missing items, as per Section 3.6, the commission charged by Tribe Commerce will not be refunded to the Seller, ensuring the platform’s revenue protection.
Buyer Responsibilities
- Condition of Returned Items: Returned products must be in their original condition, with all packaging, manuals, and accessories intact. Products that are damaged, used, or missing parts may not be eligible for a refund or exchange.
- Proof of Purchase: Buyers must provide the Order number and proof of purchase (e.g., invoice, order confirmation) when requesting a refund, cancellation, or exchange, to facilitate verification and processing.
Dispute Resolution
- In the event of a dispute regarding a refund, cancellation, or exchange, Tribe Commerce will act as a mediator between the Buyer and Seller.
- Both parties must provide all necessary documentation (e.g., order details, photos of damaged products, shipping receipts) and cooperate in resolving the dispute.
- The decision of Tribe Commerce will be final and binding, subject to applicable laws.
Amendments
- Tribe Commerce reserves the right to update or modify this Refund and Cancellation Policy at any time to reflect changes in legal requirements, business practices, or platform operations.
- Changes will be posted on the platform, and it is the responsibility of all users to review the policy periodically.
- Continued use of the platform after the effective date of any updates signifies acceptance of the revised policy.
Contact Information For any questions, concerns, or assistance regarding refunds, cancellations, or exchanges, please contact our customer support team at:
