RETURN POLICY
1. SCOPE AND APPLICABILITY
a. Applicable Parties:
i. This Return and Refund Policy applies to Buyers, Sellers, shipping service providers, delivery personnel (shippers) of shipping service providers on the Jerseyshop e-commerce platform (“Jerseyshop Platform”), and/or other relevant parties.
ii. The term “Buyer” refers to either the Buyer or the Recipient in each case; the term “Seller” refers to either the Seller or the Sender in each case. Jerseyshop reserves the right to amend this Return and Refund Policy at any time.
b. Applicability:
This Return and Refund Policy sets forth the rights and obligations of the Buyer requested to return goods, refund, as well as the rights and obligations of Jerseyshop, Sellers, shipping service providers, and/or other related parties in the process of resolving Buyer requests.
2. CONDITIONS OF APPLICATION
a. Pursuant to the terms and conditions stipulated in this Return and Refund Policy and forming a part of the Terms of Service, Jerseyshop ensures the rights of the Buyer by allowing the Buyer to submit requests for the return of purchased products (“Return Products”) and/or refunds before or after the Jerseyshop Guarantee Period. The Jerseyshop Guarantee Period is defined in the Terms of Service.
b. The Jerseyshop Guarantee Period is implemented by Jerseyshop, at the request of Users, to assist Users in resolving conflicts, disputes, complaints that may arise during transactions on the Jerseyshop Platform. Users may contact each other to negotiate the resolution of their disputes or report to Jerseyshop or competent state authorities for assistance in resolving any disputes that arise before, during, or after the Jerseyshop Guarantee Period.
c. The Return and Refund Policy for products from Jerseyshop Mall is governed by the Jerseyshop Mall Terms of Service.
3. CONDITIONS FOR REQUESTING RETURNS/REFUNDS
a. The Buyer agrees that the Buyer may only request returns/refunds in the following cases:
i. The Buyer has paid by a valid payment method directly on the Jerseyshop Page but (i) has not received the Product, or (ii) has not received all the ordered Products, or (iii) has received counterfeit or imitation Products;
ii. The Product is faulty or damaged during transportation;
iii. The Seller delivers the wrong Product to the Buyer (e.g., wrong size, wrong color, etc.);
iv. The Product received by the Buyer significantly differs from the information provided by the Seller in the product description section;
v. The Product has expired;
vi. The Seller has voluntarily agreed to allow the Buyer to return the goods (however, Jerseyshop will need the Seller to confirm these agreements);
vii. The Buyer returns the goods due to a change in purchasing needs, and the purchased Product (including all accompanying accessories, VAT invoices, warranty stickers (if any)) is still in its original condition, with intact packaging, intact stickers, intact boxes, and unused as when received by the Buyer from the shipping service provider. In this case, the Product is not a restricted return Product.
b. The Buyer may submit return/refund requests within 15 (fifteen) days from the date the order is successfully updated as delivered. For fresh and frozen food products, the Buyer must submit return/refund requests within 24 hours from the date the order is successfully updated as delivered. In some cases where the Buyer needs to return/refund after the above deadlines, Jerseyshop will consider and may assist the Buyer in returning/refunding within a suitable scope according to Jerseyshop’s policy.
c. All return/refund requests must be made on the Jerseyshop App.
d. Jerseyshop carefully reviews all return/refund requests from Buyers and reserves the right to make a final decision on such requests based on the above provisions and the Jerseyshop Terms of Service.
4. SELLER’S RIGHTS
Upon receiving a return and/or refund request from the Buyer, Jerseyshop will review and decide whether to allow the Buyer to return/refund the goods, and simultaneously notify (i) the Buyer’s return/refund request or (ii) Jerseyshop’s decision on processing the Buyer’s return/refund request to the Seller on the Jerseyshop App and/or email and/or SMS. The Seller needs to respond within 02 calendar days (or other deadline specified by Jerseyshop at each time) from the date of receiving Jerseyshop’s notification if the Seller disagrees with Jerseyshop’s refund decision or has not received the Return Products/Return Products are not in cases where the Buyer is eligible for a refund/return or Return Products are damaged or lost during the return process. After this time period, if Jerseyshop does not receive any response from the Seller, Jerseyshop understands that the Seller fully agrees with Jerseyshop’s processing decision and has no complaints about this processing decision. Refunds to Buyers may be considered by Jerseyshop to be made without the Buyer having to return the goods to the Seller.
5. REQUIREMENTS FOR RETURNED PRODUCT
To limit risks related to product returns, the Buyer must note that the Return Products must be packaged according to the packaging requirements stipulated in the Jerseyshop Shipping Policy and return the Products including all accompanying accessories, VAT invoices, warranty stickers (if any), and the Products must be in the original intact condition as when received. Buyers are required to record videos and/or take photos of the Products immediately upon receipt and while packaging the Return Products for evidence/complaints afterward. Jerseyshop will notify Buyers of the need to provide videos or photos in specific cases.
6. RETURN PRODUCT COSTS
6.1. For Products purchased from Jerseyshop Mall, the Buyer may choose to return the Products:
a. Via “Pick up return at home” or “Send return at post office”: The Buyer does not have to pay any shipping costs for returning the goods;
b. Via “Self-arrangement”: The Buyer needs to pay upfront the shipping costs for returning the goods. Jerseyshop will refund the amount equal to the shipping costs paid by the Buyer to the shipping service provider through “Jerseyshop Account Balance” on the Jerseyshop App within 03 – 05 working days from the date the Buyer sends the Return Products to the shipping service provider and the Buyer’s return/refund request is accepted.
6.2. For Products not from Jerseyshop Mall, the Buyer may choose to return the Products:
a. Via “Pick up return at home” or “Send return at post office”: The Buyer does not have to pay any shipping costs for returning the goods.
b. Via “Self-arrangement”: The Buyer needs to pay upfront the shipping costs for returning the goods. Jerseyshop will assist in refunding a portion of the shipping costs for returning the goods in the form of Jerseyshop Coins according to Jerseyshop’s policy when the Buyer meets the conditions for receiving return assistance within 03 – 05 working days from the date the Buyer sends the Return Products to the shipping service provider and the Buyer’s return/refund request is accepted.
7. REFUND FOR RETURNED PRODUCTS
7.1. Jerseyshop will only refund the Buyer in one of the following cases:
a. The Seller confirms receipt of the Return Products;
b. The Buyer accepts the Seller’s proposal for a refund without returning the Products;
c. The Buyer is decided by Jerseyshop to be refunded immediately without needing
to return the Products; or
d. The Buyer’s order meets the conditions for return/refund, and Jerseyshop decides to refund the Buyer when the Buyer sends the Products to the shipping service provider and the shipping service provider confirms receipt of the Return Products.
7.2. In cases where the Buyer has no history of violating Jerseyshop’s policies, community standards, Jerseyshop may decide, in some cases, to immediately refund the Buyer without waiting for the Buyer to return the Products or meet the conditions specified in Section 7.1 above.
7.3. Jerseyshop will automatically refund the Buyer in the event that the Seller does not respond within the specified period.
For information on the response time of the Seller, please click here.
For information on refunding without returning the Products, please click here.
7.4. Depending on the case, the refund amount will be transferred to the Jerseyshop Account Balance, JerseyshopPay Wallet, or the credit/debit card of the Buyer registered with Jerseyshop. For more details on the refund period, please refer to the guide here.
7.5. In cases where the Seller proposes an immediate refund, the refund amount will be mutually agreed upon by the two parties but not lower than 50% of the value of the Return Products. In cases where Jerseyshop receives complaints from Buyers due to the Seller’s refund amount being less than 50% of the value of the Return Products, Jerseyshop, at any time, has the right to deduct from the Jerseyshop Account Balance of the Seller the differential amount (determined by 100% of the value of the Return Products minus the amount refunded to the Buyer) to pay the Buyer without the need for notification or consent from the Seller. This provision aims to prevent profiteering behavior, ensuring transparency and fairness of Jerseyshop’s Return and Refund Policy.
7.6. In the event that the Buyer submits a return/refund request after Jerseyshop has paid the Seller and Jerseyshop agrees to refund, Jerseyshop will adjust the amount already paid to the Seller to refund to the Buyer.
8. COMMUNICATION BETWEEN SELLER AND BUYER
Jerseyshop encourages Buyers to proactively contact Sellers to negotiate and resolve issues through the communication channels provided on the Jerseyshop system when any issues arise related to product purchases. Please note that using external communication channels outside the Jerseyshop system may pose risks to Buyers as the Jerseyshop system may not be able to retain evidence of these negotiations.
9. DISPUTES BETWEEN BUYER AND SELLER
a. In the event that the Buyer and the Seller cannot agree on a resolution, the Buyer and the Seller may file a complaint with relevant authorities to resolve the matter.
b. If one party complains to the other party, the complaining party needs to promptly inform Jerseyshop about the dispute along with any information requested by Jerseyshop that Jerseyshop deems reasonable, on a case-by-case basis. In this case, the Seller and the Buyer agree that once Jerseyshop has received the notification and related information about the dispute, while the payment has not yet been made to the Seller in accordance with the Jerseyshop Guarantee Period, Jerseyshop has the right to temporarily withhold payment to the Seller until a final decision is made regarding the resolution of the dispute between the Seller and the Buyer. In the event that this payment has already been made to the Seller according to the Jerseyshop Guarantee Policy, Jerseyshop has the right to adjust the amount already paid after a final decision is made regarding the resolution of the dispute between the Seller and the Buyer.
10. GENERAL TERMS
a. The Buyer and the Seller agree to indemnify and hold Jerseyshop harmless from, or against any complaints, lawsuits, or obligations/liabilities, damages, claims, penalties, fines, costs, and expenses (including, but not limited to, any other dispute resolution costs) arising from or related to any actions of Jerseyshop under this Return and Refund Policy.
b. This Policy shall be effective 07 (seven) days from the date of posting on the Jerseyshop E-commerce Platform. To refer to the previous version of the Return and Refund Policy, please click HERE.
This Policy was updated and posted on May 3, 2024.