Your satisfaction matters. Learn the terms and steps for returning or exchanging products purchased through the Platform.
Buyers may request a return or exchange within 30 business days from the actual delivery date of the order. Business days exclude official holidays and weekends. Return requests submitted after this window are declined except in exceptional cases approved by our support team.
Returns are accepted in the following cases: the product arrives damaged or defective, the received product differs from the description or specifications agreed with the supplier, a shortage in the ordered quantity, or an order fulfillment error by the supplier. The product must be in its original condition and unused (unless the defect is the reason for return), with the original packaging and invoice kept where possible.
Returns do not cover: products manufactured or customized specifically per the buyer's request, products that are perishable by nature, or issues resulting from misuse or improper storage after delivery. A simple change of mind after receiving a correct order matching the agreed specifications is also not covered, unless the supplier exceptionally agrees to it.
1) Contact the supplier directly using the contact details on the store page, or reach our support team with your order number, the reason for return, and photos if there is a defect. 2) Once your request is reviewed and approved, you'll be guided on how to ship the product back or arrange pickup. 3) The returned product is inspected by the supplier to confirm it meets the return conditions. 4) After inspection is confirmed, a refund or exchange is processed based on your preference.
Once the return is approved and the product inspected, the amount is refunded to the original payment method, typically within 5 to 10 business days from confirming receipt of the returned product by the supplier. Actual timing may vary depending on your payment provider or bank.
If the return reason is a product defect or a supplier error, the supplier covers the return shipping cost. If the return is for a reason unrelated to a defect or error (and was exceptionally approved), the shipping cost may fall on the buyer, and this is agreed upon clearly before completing the return.
If the buyer prefers an exchange instead of a refund, this is coordinated directly with the supplier subject to availability of the replacement product, within the same 30-business-day window mentioned above.
For any question about this Return Policy or to start a return request, contact us at info@b2b.hs-exp.net or +963 965 101 641, or visit the Track Order page to check your order status first.