Boleum Marketplace Money Back Guarantee

Boleum Marketplace Money Back Guarantee Policy

  • When does Boleum Marketplace Money Back Guarantee apply?

    You’re covered under Boleum Marketplace Money Back Guarantee when:

    • You don’t receive an item
    • You receive an item that doesn’t match the listing
    • You receive an item that’s broken or faulty

    Our sellers normally work with buyers to quickly resolve any issues, but if you can’t agree on a solution, you can ask us to step in and help. In most cases, you’ll be covered by Boleum Marketplace Money Back Guarantee.

  • What happens if the seller doesn’t respond or won’t give me a refund?

    Under Boleum Marketplace Money Back Guarantee, the seller has three(3) business days to resolve your issue. If you can’t come to an agreement, you can ask us to step in and help. We’ll review the details of your case and make a decision within 48 hours.

  • What our policy include..

    • What’s include

      Most transactions on Boleum Marketplace are covered by Boleum Marketplace Money Back Guarantee.

      included

      Purchases are covered Boleum Marketplace Money Back Guarantee when all of the following are true:

      • The item that the buyer purchased either:
        • Is not received, or
        • Isn’t as described in the listing
      • The buyer reports that they didn’t receive the item or requests a return within two business days
      • The buyer made the purchase on marketplace.boleum.org via checkout or a Boleum Marketplace invoice and paid with one of the following payment methods within the checkout process on Boleum Marketplace:
        • Bank Account Payment(NG)
        • Verve card payment(NG)
        • Debit/Credit Card Payment

      Not included

      • Transactions paid with any offline payment method (examples: cash, bank to bank transfer, money orders)
      • Buyer remorse or any reason other than not receiving an item or receiving an item that isn’t as described in the listing (see the seller’s return policy for return options)
      • Duplicate claims through other resolution methods
      • The following scenarios:
        • A local pickup item wasn’t collected by, or on behalf of, the buyer
        • Items damaged during pickup
        • The buyer arranged for courier pickup, their own shipping method, or freight delivery of the item
        • The item was sent to another address after the original delivery, or buyer uses a freight forwarder

      Sellers are subject to this policy.

  • When a buyer wants to return an item or the item doesn’t match the listing

    If a buyer wants to return an item within a seller’s or Boleum Marketplace return window, or if they received an item that doesn’t match the listing, they need to submit a request to return the item. The seller should address the buyer’s concern and offer a solution, such as accepting a return or offering a replacement or refund, within 3 business days. If the seller doesn’t respond to the return request, we may refund the buyer and seek reimbursement from the seller without requiring the buyer to return the item to the seller. In some cases, we may automatically accept a return request on the seller’s behalf.

    If dissatisfied with the seller’s solution, the buyer can ask Boleum Marketplace to step in and help. In some cases, we may step in and help without the buyer asking.

    If asked to step in and help, we may ask the buyer to return the item to the seller if:

    • We can’t determine that the item received matches the listing description, even if the seller doesn’t offer returns, or
    • The seller’s stated return window and policy applies to the item, or
    • The seller has already offered to accept a return of the item
  • When an item is returned to the seller

    If a buyer is returning an item within the seller’s return window, the seller’s return policy will indicate who pays for the return shipping label. The cost of return shipping for an item that is not as described is the seller’s responsibility. You can find further details about reimbursements in our User Agreement.

  • Buyer obligations

    • Buyers may be liable for any loss in value of the item if this loss in value is attributed to a handling which is not necessary for the purpose of checking the quality, characteristics and functioning of the item. Some sellers may deduct the amount of loss from the amount refunded to the buyer if the item is returned after being used or damaged by the buyer
  • Seller obligations

    • The seller is required to accept the return at the same location specified in the listing or at an address that does not result in a materially different return cost for the buyer
    • The seller is responsible for any customs and duty fees on the returned item
    • The seller is required to refund the buyer upon receipt of a returned item.

    After confirming that the item was returned to the seller, the cost of the item (less any loss in the item’s value, if the item is returned after it was used or damaged by the buyer) and original shipping will be refunded to the buyer. If the buyer arranged original shipping or picked up the item, we may not refund the amount of original shipping or pickup cost. The seller is required to reimburse Boleum Marketplace for the amount of the refund.

    If Boleum Marketplace is asked to step in and help, the seller will no longer be able to issue a partial refund to the buyer, even if the item is returned used or damaged by the buyer.

  • When a buyer isn’t required to return an item

    In some instances, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller, for example if:

    • The seller chooses not to accept a return request when they offered returns in the listing
    • The return request was opened because the item was not as described
    • The seller did not provide a return shipping label or funds for the buyer to return the item
    • The item location was misrepresented
    • It’s hazardous to ship back the item
    • The item no longer has a value (for instance, a ticket for a cancelled event)

    Alternatively, with the buyer’s consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item the buyer received. When given a partial refund, the buyer isn’t asked to return the item to the seller. We may require the seller to reimburse Boleum Marketplace for the partial refund.

  • Counterfeit items

    If a buyer reports that an item is counterfeit, and there are strong indicators that the item is counterfeit, we may not require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure proper disposal of the item. In such instances, we refund the buyer for the full cost of the item and original shipping, and the seller is required to reimburse us for the refund. The buyer may not sell the item on Boleum Marketplace again.

  • Boleum Marketplace Back Guarantee timelines

    Item not received

    • A buyer can report that they didn’t receive an item once the item’s latest estimated delivery date has passed, and for 30 days after the latest estimated delivery date
    • The seller has three(3) business days from the report to respond to the buyer with a solution (through either a replacement, a return, or a refund). If the seller does not offer a solution or the buyer is unsatisfied with the solution the buyer can ask Boleum Marketplace to step in and help
    • If the buyer doesn’t ask us to step in and help within twenty-one(21) business days of reporting that they didn’t receive an item, the request closes automatically

    Item not as described

    • A buyer must request a return no later than thirty(30) days after the actual (or latest estimated) delivery date, or, if the seller’s return window is longer, within the return window
    • The seller has three(3) business days from the request to respond to the buyer with a solution. If the seller does not respond with a solution, the buyer can ask Boleum Marketplace to step in and help
    • If a return is accepted, the buyer has 10 business days from when the return label is provided to ship the item. If the buyer does not ship the return by that date, we may close the return
    • For items where there’s no tracking uploaded by the buyer, if the seller doesn’t issue a refund within two(2) business days of the item’s return delivery date, the buyer can ask Boleum Marketplace to step in and help for a period of 10 business days after the refund deadline has passed
    • For items where the buyer has uploaded tracking, if the seller doesn’t issue a refund within two(2) business days of the item’s delivery to the seller, we will automatically issue the buyer a full refund on the seller’s behalf. The seller will be required to reimburse us for such refunds.
    • If the buyer doesn’t ask Boleum Marketplace to step in and help within twenty-one(21) business days of starting a request for a return (or the timelines described if a refund, replacement or exchange isn’t received), the request may close automatically. If the seller is responsible for providing means of return shipping and does not upload a label, we may wait up to thirty-five(35) business days from the date the return was accepted before closing the return
    • If the seller shipped a replacement or exchange and the buyer has not shipped the original item back within twenty(20) business days of the buyer starting the return, we charge the buyer for the replacement or exchange
  • Replacement and exchange

    Replacement and exchanges can be requested by the buyer and/or seller. Exchanges are based on value of the original purchased item, with current and equal value. A buyer must request a return and select the replacement or exchange option no later than thirty(30) days after the actual (or latest estimated) delivery date, or, if the seller’s return window is longer, within the return window.

  • Timelines for replacement and exchanges

    When the buyer requests a replacement or an exchange the seller has three(3) business days to respond to the buyer. If no response is received after three(3) business days the buyer can ask Boleum Marketplace to step in and help.

    If a replacement or exchange is agreed upon, the buyer has five(5) business days to ship the item back to the seller with return tracking. If the buyer doesn’t ship the item within five(5) business days, the replacement or exchange will be closed.

    If the buyer doesn’t ship the return item back to the seller, and the seller shipped the replacement or exchange with confirmed delivery scan, after 20 business days the seller will be paid the value of the additional item. The buyer will be charged for this additional item via the buyer’s PayPal account.

  • Latest estimated delivery date

    When we have no information about the actual delivery date, we use the latest estimated delivery date. When we have no estimated delivery information, we consider the latest estimated delivery date to be seven(7) days from payment date for transactions between a buyer and seller in the same country, and thirty(30) days from the payment date for buyers and sellers in different countries.

Still have more question? Contact us