Returns, Refunds & Shipping Policy
Effective Date: January 1, 2025
Last Updated: January 1, 2025
Important Notice
WiftHub operates as a B2B marketplace platform that connects buyers and suppliers. We facilitate transactions but do not take ownership of products. All returns, refunds, shipping arrangements, and related policies are established and managed directly between buyers and suppliers. This policy outlines general guidelines and our role as a facilitating platform.
1. Platform Role and Responsibilities
1.1 WiftHub's Role
As a B2B marketplace platform, WiftHub:
- Provides a digital platform for buyers and suppliers to connect and conduct business
- Facilitates communication and transaction coordination between parties
- Offers dispute resolution assistance and mediation services
- Maintains platform security and transaction records
- Provides guidelines and best practices for returns and refunds
1.2 What WiftHub Does NOT Do
- Take ownership or possession of products listed on the platform
- Handle shipping, logistics, or delivery of products
- Process returns or refunds directly (except platform service fees where applicable)
- Guarantee product quality, authenticity, or compliance with specifications
- Act as a party to transactions between buyers and suppliers
2. Returns Policy
2.1 Buyer-Supplier Agreements
Return policies are established through direct agreements between buyers and suppliers. Before completing any transaction, buyers and suppliers must:
- Clearly communicate and agree upon return terms and conditions
- Document return policies in writing (purchase orders, contracts, or platform messages)
- Specify return eligibility criteria and timeframes
- Agree on return shipping costs and responsibilities
- Define acceptable reasons for returns (defects, wrong items, quality issues, etc.)
2.2 Standard Return Timeframes
While specific terms are negotiated between parties, we recommend the following standard timeframes:
Defective or Damaged Products
7-14 days from receipt for reporting defects or damage. Immediate notification is required for visible damage upon delivery.
Wrong Items Shipped
7 days from receipt to report incorrect items. Supplier responsible for return shipping costs.
Quality Issues
14-30 days for quality concerns not immediately apparent upon delivery. Documentation and evidence required.
Buyer's Remorse or Change of Mind
Subject to supplier's individual policy. Many suppliers do not accept returns for change of mind on custom or bulk orders. Buyer typically responsible for return shipping costs.
2.3 Return Eligibility Requirements
For a return to be eligible, products typically must meet these conditions:
Unused and in original condition
Original packaging intact
All tags and labels attached
Return initiated within agreed timeframe
3. Refunds Policy
3.1 Refund Processing
Refunds are processed directly between buyers and suppliers according to their agreed terms. The typical refund process includes:
Return Authorization
Buyer contacts supplier to request return authorization and obtain return shipping instructions
Return Shipment
Buyer ships product back to supplier according to agreed terms, with tracking information
Inspection and Approval
Supplier receives and inspects returned items to verify condition and eligibility
Refund Issuance
Upon approval, supplier processes refund through original payment method or agreed alternative
3.2 Refund Timeframes
Standard refund processing timeframes (from date supplier receives returned items):
- Inspection Period: 5-7 business days for supplier to inspect returned items
- Refund Processing: 7-14 business days after approval for refund to be processed
- Payment Method Dependent: Additional 3-10 business days for funds to appear in buyer's account depending on payment method and financial institutions
3.3 Partial Refunds
Partial refunds may be issued in the following situations:
- Items returned with signs of use or damage not caused by defect
- Partial orders returned from bulk purchases
- Missing components or accessories from returned items
- Restocking fees applied (if agreed upon in advance)
3.4 Non-Refundable Items
Unless defective or incorrectly shipped, the following are typically non-refundable:
- Custom-manufactured or personalized products
- Perishable goods or products with short shelf life
- Digital products or software licenses once delivered
- Products sold "as-is" or "final sale" as clearly marked
- Items damaged due to misuse, neglect, or improper storage
4. Shipping and Logistics Policy
4.1 Shipping Arrangements
All shipping and logistics are arranged directly between buyers and suppliers. Parties must agree on:
- Shipping Methods: Air freight, sea freight, ground shipping, courier services
- Shipping Terms: FOB, CIF, DDP, EXW, or other Incoterms as applicable
- Shipping Costs: Who bears shipping costs and insurance
- Delivery Timeframes: Expected delivery dates and timelines
- Customs and Duties: Responsibility for customs clearance, import duties, and taxes
- Insurance: Cargo insurance and risk coverage during transit
4.2 International Shipping Considerations
Cross-Border Trade Requirements
International shipments require additional documentation and compliance:
- Commercial invoices with accurate product descriptions and values
- Packing lists detailing contents and quantities
- Certificates of origin where applicable
- Import/export licenses for regulated products
- Compliance with export control regulations
- HS codes for customs classification
4.3 Delivery and Acceptance
Best practices for delivery acceptance:
Upon Delivery:
- Inspect packaging for visible damage before accepting delivery
- Document any visible damage with photos immediately
- Note any discrepancies on delivery receipt or bill of lading
- Count packages to verify correct quantity received
After Opening:
- Conduct detailed inspection within 48-72 hours
- Verify products match order specifications
- Document any defects, damage, or discrepancies with photos and descriptions
- Notify supplier immediately of any issues discovered
4.4 Shipping Delays and Issues
In case of shipping delays, lost packages, or damaged shipments:
- Contact the shipping carrier with tracking information
- Notify the supplier immediately of the issue
- File insurance claims if cargo insurance was purchased
- Document all communications and attempts to resolve the issue
- If unresolved, utilize WiftHub's dispute resolution process
5. Dispute Resolution
5.1 WiftHub's Mediation Services
If buyers and suppliers cannot resolve return, refund, or shipping disputes directly, WiftHub offers mediation assistance:
Step 1: Direct Communication
Attempt to resolve the issue directly through platform messaging. Document all communications.
Step 2: Open a Dispute
If direct resolution fails, open a formal dispute through your dashboard. Provide all relevant documentation, photos, and communication records.
Step 3: WiftHub Review
Our team reviews evidence from both parties and provides recommendations based on platform guidelines and fair business practices.
Step 4: Resolution
Both parties work toward a mutually acceptable resolution with WiftHub's facilitation. Final decisions are made by agreement between parties.
5.2 Required Documentation for Disputes
To support dispute resolution, provide:
For Buyers:
- Order confirmation and invoice
- Product photos showing issues
- Delivery receipts and tracking
- Communication records with supplier
For Suppliers:
- Product specifications and descriptions
- Quality control documentation
- Shipping and packaging records
- Communication records with buyer
6. Best Practices and Recommendations
6.1 For Buyers
Request and review supplier's return policy before placing orders
Document all agreements in writing through platform messaging
Inspect deliveries immediately and document any issues
Maintain professional communication throughout the process
6.2 For Suppliers
Clearly communicate return policies in product listings and quotes
Provide accurate product descriptions and specifications
Use proper packaging to prevent damage during shipping
Respond promptly to return requests and process refunds in a timely manner
7. Contact and Support
For questions about returns, refunds, or shipping, or if you need assistance with a dispute:
WiftHub Support Team
Response Time:
We respond to support inquiries within 24-48 business hours
Policy Updates
This Returns, Refunds & Shipping Policy may be updated from time to time. We will notify users of significant changes through platform notifications and email. Continued use of the platform after policy updates constitutes acceptance of the revised terms. For questions about this policy or specific transactions, please contact our support team.