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SOSILE E-COMMERCE LTD

SOSILE E-COMMERCE LTD is a reliable and easy-to-use online market for consumers. We process refund requests in line with e-commerce requirements and per our Terms of Service (TOS).

Our Policy

We have established a return policy that accommodates and addresses both parties of the transactions—buyer and seller. In an instance a buyer has an issue with an item they received, sellers, our team, and/or our system can decide if the item is eligible for a return and/or a refund. The buyer may receive a refund for the payment instrument used, and the funds shall be added to the balance on their account credit, depending on eligibility. Buyers can also request a return and refund on their end. When a buyer may have several issues with the item they received, they may also contact us within 72 hours of delivery. Issues raised through other channels after the allocated time may not be eligible for returns.

Eligibility

Here are a few reasons the buyer may be eligible for a refund:

  • Damaged
  • Doesn’t work
  • Doesn’t match the listing
  • Item is incomplete
  • Possibly not authentic/counterfeit
  • Wrong item

The buyer must show proof such as photos or videos, and provide a complete and accurate answer to specific questions about the received item. Other issues raised during this process may or may not be eligible for a return or refund.

Evaluation

Our team, at SOSILE E-COMMERCE LTD, carefully evaluates the issues presented by the buyer to determine if the item is as described or warrants a return or a refund. In most cases, we may share the buyer’s issue with the seller to learn more about the seller’s perspective in the process. Sellers may have the right to dispute the buyer’s request and provide additional information. We also allow both buyer and seller to discuss the issue in an attempt to resolve the issue independently. But if the buyer has an issue with the item received that falls outside our refund and return policy, the seller may use discretion to accept a refund and item return.

This must be due to complaints such as:

  • Changed my mind
  • Doesn’t fit
  • Doesn’t match the listing
  • Smells

Both buyer and seller may be requested to provide the following additional information as a part of our evaluation:

  • Highlight the problem area (when applicable)
  • Provide photos of the packaging and full shipping label
  • Provide photos to show the entire item(s) received
  • Serial number or IMEI number (when applicable)
  • Other information as warranted

Refunds – Under Nominal Amount

Refunds under a nominal amount are issued as an account credit upon issue review by our team, which expires in 90 days. This is done unless the buyer requests to have the funds added to the account balance or processed back to the original form of payment. This time, the item may not be required to be returned to the seller. Any request for other payment forms must be fulfilled within 3 days of return approval and before credits are used.

Returns and Refunds – Over Nominal Amount

Refunds are processed to the original form of payment and may take no later than 3 business days after the seller’s confirmation.

  • For approved returns, we provide free shipping to the buyer. The buyer is given 3 days to ship the item back to the seller, or the return request will be invalid. If ever the item has been shipped but was not delivered to the seller, the buyer will be refunded 10 days after approval.
  • Refunds are issued to the cardholder if the bank or the issuer provides proof that the purchase was made without the cardholder’s knowledge.
  • Refunds are processed no later than 10 days. This is done after a written refund request has been received or substantiated.
  • If a refund request is received after the transaction has been processed outside the timeframe of our policy, a refund to the original form of payment may not be available. In this case, an account credit will be given.
  • Return requests will be reviewed by the seller. The seller will be given 24 hours from receipt to inspect the item before the refund is issued to the buyer.
  • The seller may file a “Return Condition Dispute” and provide evidence of the condition or other claims, which will be investigated before a refund will be given. When this happens, the buyer may not be eligible for a refund of the item.

Post Rating Refunds

An exception may be made once the buyer has proven that the item was:

  • Counterfeit
  • Stolen

Up to 30 days after delivery of the item to the buyer, payment has been released to the seller. When this happens, a refund to the original form of payment may not be available, and we may not refund the buyer through an account credit. Thus, the item will not be returned.

Return Condition Disputes

Whenever the seller receives the item back from the buyer, the seller is given 24 hours to review the item and let us know if it is different from how it was sent. The seller must request help from the Order Status page or may reach out to us while providing accurate proof of information, such as photos. Our team will review the request and may provide a partial or full credit to their account.

Returns Abuse

Any instance of abuse of refunds and returns may, at SOSILE E-COMMERCE LTD’s discretion, result in account limitation(s) and/or legal action.