WHEN CAN AN ORDER BE CANCELLED BY THE BUYER?

Orders may be cancelled by the buyer or the seller up until the point when they are marked as shipped in your vendor dashboard.

We recommend that you mark it as shipped when you have applied any prepaid packaging or labels to the item ready to be shipped and ship the same day.

WHAT HAPPENS IF SOMEBODY WANTS TO RETURN MY ITEM FOR A REFUND?

We highly encourage all sellers to accept returns because it helps your brand and reduces negative feedback and reviews.

If you choose to accept returns, items may be returned for a full refund of the product cost at the time of sale within 14 days, so long as the item received back to you is in the same condition it was sent out. The customer is responsible for shipping the item back to you undamaged.

If the item is made-to-order, custom made or personalised, a customer can only cancel the order before it is shipped, provided that the product hasn’t already been manufactured. If it has been made the customer cannot cancel the order.

If the customer wishes to return an item for any reason they need to inform First Nations Gifts in writing:

• Within 14 days of receiving the item.
• Within 28 days if the item becomes faulty.

We will then provide instructions to the customer on how to return the item to you and once your item is received back, you are required to process the refund within Paypal or Stripe (whichever portal the customer paid in).

Step 2: Vendor requests refund from the marketplace admin

Once the vendor has agreed to provide the refund they need to make the request to the marketplace admin. This is done directly from the vendors dashboard.

Navigate to Dashboard > Orders and hover over the order you’d like to refund and select ‘Refund’

This will bring up the refund request window and allow the vendor to refund the order in a number of ways.

• They can reduce the quantity of the items and it will apply
• A dollar value for the product
• A dollar value for the shipping

The vendor can also choose to restock the items and provide a reason for the refund. It is a good idea for the vendor to add a reason so that the admins know what this is in relation to.

Return postage is the customer’s responsibility, unless the item is incorrectly sent out in the beginning, not as described or faulty, in which case the seller will need to make arrangements to cover the return postage.  Any standard shipping charges paid to receive their purchase initially will also need to be included as part of your refund.

The items must be unused and in their original condition (apart from the customer’s right to inspect the products) and try on any garments etc. It is the customer’s responsibility to ensure that returned goods are adequately packaged so they return to you undamaged.

You are not obliged to accept refunds in other circumstances, however it is better to accept a refund in all cases, otherwise disgruntled customers can be prone to leaving negative feedback (even if you think this is not justified).

WHAT HAPPENS IF SOMEBODY WANTS TO RETURN MY ITEM FOR AN EXCHANGE?

We request all our vendors to accept exchanges, as it is usually better to accept an exchange than leave a disgruntled customer and receive negative feedback.

WHO PAYS FOR THE RETURN POSTAGE IF AN ITEM IS FAULTY OR INCORRECT?

If you, the seller, are at fault (e.g the item is faulty, or a different colour, style or material to what is listed, or is damaged from inadequate packing) you are expected to cover the return delivery costs of a replacement or exchanged item from your store. This would need to be a direct payment from you to the buyer via PayPal or Stripe.