Return Policy Page
1. Return/Refund Application 1.1 Subject to the terms and conditions in this Refund and Return Policy and the Terms of Service, Buyer may apply for a return and/or refund of purchased items (“Items”) before the expiration of the Wertkauf Guarantee. Terms of Service. 1.2 Wertkauf Guarantee is a service provided by Wertkauf at the request of Users to help Users deal with certain conflicts that may arise during transactions. Users may communicate with each other privately to resolve disagreements or contact local authorities to help them resolve any disputes before, during or after using Wertkauf Guarantee. 2. Return Request 2.1 Buyer may only request a refund and/or return if: Buyer has not received the item; The item was defective and/or damaged upon delivery; The item received was incomplete (missing quantity or accessories); The Seller has delivered to Buyer an item that does not match the agreed specifications (e.g. wrong size, color, etc.); The item delivered to Buyer differs materially from the description provided by Seller in the item listing; The item received is a counterfeit item**; The item received is physically damaged (e.g. dents, scratches, broken); The item received is defective (e.g. malfunctioning, not working as expected); By private agreement with the Seller, the Seller must send his/her confirmation to Wertkauf to confirm the agreement; or Change of mind* *The Change of mind return policy is only applicable to certain categories and only to certain sellers. **The Counterfeit return policy is only applicable to Wertkauf Mall sellers. 2.2 Buyer’s request must be submitted via the Wertkauf mobile app. 2.3 Wertkauf will review each Buyer’s request on a case-by-case basis and decide at its sole discretion whether the Buyer’s request is successful. 2.4 Please note that if requested by Wertkauf, Buyer must ship the goods to the location specified by Wertkauf within ten (10) calendar days of making a return request. 2.5 Wertkauf will decide in its sole discretion whether to approve your refund and return request. Buyer acknowledges and agrees that Wertkauf's decision is final, conclusive and binding, and undertakes and agrees not to file a lawsuit or otherwise make any claim against Wertkauf or its affiliates in relation to such decision. 2.6 If Buyer has initiated legal proceedings against Seller, Buyer may provide Wertkauf with a formal notice from the relevant authorities requiring Wertkauf to continue to hold the purchase proceeds until a formal determination is made. Wertkauf will determine at its sole discretion whether it is necessary to continue to hold such purchase proceeds. 3. Rights of Preferred Sellers 3.1 If you are a Preferred Seller, you should have received a separate written notice from Wertkauf notifying you of your choice to participate in the Wertkauf Preferred Seller Program. If at any time you decide not to participate in the Wertkauf Preferred Seller Program, please notify Wertkauf in writing; otherwise, you will be deemed to have chosen to continue to participate in the Wertkauf Preferred Seller Program and agree to the terms and conditions set out in this Refund and Return Policy. Wertkauf may suspend or remove any Preferred Seller from the Wertkauf Preferred Seller Program at any time at its sole discretion. 3.2 Wertkauf’s decision to approve a refund or return pursuant to Section 2 above shall be binding on the relevant Preferred Seller. The Preferred Seller agrees to comply with and do all things necessary to effectuate the Buyer’s request for a refund or return and obtain approval from Wertkauf. 3.3 For any refund or return request approved by Wertkauf, Wertkauf will notify the Preferred Seller by email (“Email Notification”) and organize the shipping of the relevant returned item to the address provided to Wertkauf in writing by the relevant Preferred Seller to complete the refund and return process, provided that such address is located in the country where the relevant item is listed for sale on the Website (“Local Address”). If the Preferred Seller fails to provide a Local Address for the return of the item or otherwise fails to accept the return within a reasonable time (as determined by Wertkauf), Wertkauf reserves the right to dispose of such item in any manner it deems appropriate and the Preferred Seller shall be deemed to have forfeited all rights in the item. If the Preferred Seller does not receive the returned item, the Preferred Seller must notify Wertkauf within seven (7) days of receipt of the Email Notification (the “Notice Period”). Failure to notify Wertkauf within the notification period will be conclusive evidence and result in the Preferred Seller having accepted delivery of the item and the Preferred Seller agrees not to make any claim or raise any dispute in relation to any such item. 3.4 Notwithstanding the foregoing, Wertkauf may, at its sole discretion, determine that items for which a refund or return is granted shall not be returned to the Preferred Seller and the Preferred Seller shall be deemed to have forfeited all rights in respect of the item. 3.5 For any refund or return of the relevant item which is received by Wertkauf and rejected by Wertkauf, Wertkauf will organise delivery of the item to the relevant Buyer’s address in accordance with clause 2 above. 3.6 If Wertkauf approves any refund or return request, the Preferred Seller may appeal the decision by contacting Wertkauf and providing evidence in support of the appeal. If Wertkauf supports the Preferred Seller’s appeal, it will pay the Preferred Seller all or part of the purchase price. The Preferred Seller acknowledges and agrees that Wertkauf’s decision is final, conclusive and binding and undertakes and agrees not to sue or otherwise make any claim against Wertkauf or its affiliates in relation to the decision. 4. Rights of Regular Sellers 4.1 For the purposes of this Refund and Return Policy, Regular Sellers are sellers who are not Marketplace Sellers or Preferred Sellers. 4.2 When Wertkauf receives a request from a Buyer for a return and/or refund, Wertkauf will notify the Seller in writing. The Seller may respond to the Buyer's request by following the steps provided by Wertkauf in the written notice. The Seller must respond within the time frame specified in the written notice (the "Specified Period"). If Wertkauf does not hear from the Seller within the Specified Period, Wertkauf will assume that the Seller has not responded to the Buyer's request and will continue to evaluate the Buyer's request without further notice to the Seller. Wertkauf will review each Seller's response on a case-by-case basis and determine at its sole discretion whether the Buyer's request is likely to succeed under the circumstances described by the Seller. V. Return and Exchange Situation 5.1 To enjoy a worry-free experience when returning an item, the Buyer should ensure that the item, including any free items such as accessories provided with the item, must be returned to the Seller in the same condition as the Buyer received it upon delivery. We will advise the Buyer to take photos after receiving the item. 6. LIABILITY FOR RETURN SHIPPING COSTS (a) In the event of an unforeseeable error on the part of the Seller (i.e. - damaged, defective or wrong items delivered to the Buyer), the Seller will bear the Buyer's return shipping costs. (b) In the event of a change of mind on the part of the Buyer, the Buyer should obtain the Seller's consent before returning the goods and the return shipping costs will be borne by the Buyer. (c) In the event of a dispute between the Buyer and the Seller as to who is responsible for the return shipping costs, Wertkauf will, at its sole discretion, determine the party responsible for the return shipping costs. 7. REFUNDS 7.1 The Buyer will only be refunded once Wertkauf has received confirmation from the Seller that the returned goods have been received by the Seller. If Wertkauf does not receive a response from the Seller within the specified time, Wertkauf will be entitled to refund the applicable amount to the Buyer without further notice to the Seller. Refunds will be made to the Buyer's credit/debit card or designated bank account, whichever is applicable. 8. COMMUNICATION BETWEEN BUYERS AND BUYERS 8.1 Wertkauf encourages users to communicate with each other if there are any issues with a transaction. As Wertkauf is a platform for users to conduct transactions, buyers should contact the Seller directly to resolve any issues with the purchased goods. Last updated: August 2, 2021
