Returns Handling Policy

1. Return Merchandise Authorization (RMA)

RMA Requirement

The Client must obtain a Return Merchandise Authorization (RMA) or similar approval for any goods to be returned to the Operator's warehouse. Each return shipment should be clearly labeled with the assigned RMA number or include paperwork (e.g. a returns form or original order number) that allows us to identify the Client account and the specific order or product being returned. The Client is responsible for providing its customers with the correct return address (as designated by the Operator) and RMA instructions.

Unannounced Returns

If a return arrives without an RMA or identification (so we cannot determine which Client or order it belongs to), the Operator will use reasonable efforts to identify it, but reserves the right to refuse or dispose of unidentified returns after a reasonable holding period (typically 30 days) if identification is not possible. The Client will be notified of any unidentified returns, and any disposal will be at the Client's cost if the item cannot be matched to the Client. To avoid this, Clients must ensure their customers adhere to the RMA process.

Undeliverable Shipments

Similar procedures apply to undeliverable shipments that are returned to our warehouse by carriers (e.g., due to incorrect address or customer refusal). We will treat these as returns and log them under the related order if identifiable. The Client should provide instructions on whether to resend, restock, or hold such undeliverable items. If no instruction is provided within a reasonable time, we may restock the items as inventory or treat them as abandoned after the holding period described in Section 6 of this Policy, at our discretion.

2. Condition and Inspection of Returns

As-Is Condition

All returned goods are received and handled by the Operator on an "as-is" basis. The Operator is not responsible for determining the condition, authenticity, or completeness of returned items beyond noting any obvious external damage or discrepancies. The Client acknowledges that assessment of a product's condition (e.g., whether an item is unused, defective, or eligible for resale) can be subjective and is the Client's responsibility, not the Operator's. Our warehouse team will perform only a basic inspection sufficient to record the return and identify the product.

Minimal Inspection

Unless otherwise agreed as an added service, the Operator's staff will not perform detailed testing or quality control checks on returned merchandise. We will visually inspect for external damage, verify the returned item SKU/identifier, and note any obvious issues (for example, wrong item returned, or package visibly damaged in transit). We do not guarantee to detect hidden faults or verify that the item is functional. If the Client requires detailed inspection or refurbishment of returns, this must be arranged separately and may incur additional fees.

Logging and Reporting

Each return processed will be logged in the Operator's system (or the Client's system via integration) with the information available, such as RMA number, order reference, item(s) returned, quantity, and any notes on condition or packaging. The Operator will make this information available to the Client through the agreed channel (e.g., an online portal or return notification email). It is the Client's responsibility to review these return logs and take appropriate action on their side (e.g. issuing customer refunds or replacements according to their policies).

No Repackaging Guarantee

The Operator does not promise to repackage or recondition returned items to make them saleable. We will place returned items in designated return stock or quarantine areas as instructed. If packaging is damaged, we may bag or over-box items to keep components together, but the Client should assume that returned units may need inspection or repackaging before being resold. We can provide repackaging services upon request for an additional fee.

3. Processing of Returns

Restock or Hold

By default, returned items will be placed back into the Client's inventory stock (restocked) under a returns location or the regular pickable stock, as agreed. If the Client prefers returned goods to be held separately (for example, if you need to inspect them yourself or do not wish to immediately re-sell returned items), the Client must notify us to set up a quarantine or returns location. Otherwise, items that appear in good order will be returned to available inventory. Items with obvious damage or opened packaging can be held aside pending the Client's decision.

Returns Disposition Instructions

The Client shall provide clear instructions for how different types of returns should be handled. For instance, the Client may instruct: "if an item is returned in new condition, restock it; if used or damaged, hold for disposal; if incorrect item returned, hold for review." The Operator will make commercially reasonable efforts to follow the Client's provided returns handling rules. In the absence of specific instructions, the Operator will default to restocking items that appear resalable and segregating items that are obviously not resalable. The Client remains responsible for the ultimate decision on disposition (resale, disposal, return to manufacturer, etc.).

Return Shipping to Client

If the Client wishes to have returned merchandise sent back to itself (for example, a bulk return of all accumulated faulty items), the Operator can arrange outbound shipment to the Client at the Client's expense. Standard shipping fees or special handling charges will apply. The Client should request a returns shipment and specify the destination and any special requirements. The Operator is not responsible for any returned goods once they have been shipped out to the Client or a third party at the Client's direction.

Repairs or Refurbishment

The Operator will not undertake repairs, refurbishment, or technical testing of returned products unless explicitly agreed as an additional service. If the Client has a program (for example, returning electronics to a repair center or refurbishing open-box items), we can work with the Client to forward such returns to a specified location or perform basic triage, but this must be arranged in advance and may involve extra costs.

4. Timeframes

Check-In Time

Returns will generally be processed and logged into the system within [2 business days] of arrival at our facility (time may vary during peak seasons). This is a target, not a guarantee. Slight delays may occur if return volumes are high or if a return arrives without clear identification and requires research. The Operator will prioritize timely check-in so the Client can promptly refund or replace for their customer, but no specific turnaround time is guaranteed.

Client Notification

Once a return is processed, the Operator will update the inventory records and/or send a notification per our arrangement (for example, an automated email or dashboard update). It is the Client's responsibility to monitor these updates. If a return is particularly urgent or high-value, the Client should communicate this so we can attempt to expedite processing.

Long-Term Storage of Returns

Returned items will be kept in inventory or a returns holding area per Client instructions. Items designated for disposal or special handling should be resolved within 30 days. The Operator is not intended to be a long-term storage for unsellable or defective goods unless by arrangement. We reserve the right to charge standard storage fees for returned products held in stock beyond normal turnover times, and to treat unaddressed returned goods as abandoned if no instructions are provided within a reasonable period (see Section 6).

5. Costs and Charges

Returns Processing Fee

The Operator may charge a returns handling fee for each return processed, as per our rate schedule or agreement (for example, a $5.00 per return check-in fee, unless otherwise agreed in writing, or standard picking fees if restocking to inventory). This covers receiving, inspecting, and updating records. Any such fees will be outlined in the pricing agreement or rate card. The Client is responsible for these fees, as returns handling is a service provided by the Operator.

Additional Services Fees

If the Client requests additional services in connection with returns – such as detailed inspection and testing, repackaging, disposal, or return-to-vendor processing – additional fees may apply. The Operator will either quote these in advance or charge according to an agreed hourly rate or per-unit rate. For example, disposing of goods might incur a per kg or per item disposal fee, and shipping returns back to the Client will incur shipping and handling charges.

Return Postage

The cost of shipping a returned item from the end-customer back to our warehouse is typically borne by the Client or the end-customer (depending on the Client's return policy). The Operator is not liable for these inbound shipping costs. If the Operator is billed by a carrier for customer return postage (e.g., when returns are sent COD or via our carrier account), we will pass those charges on to the Client. We advise Clients to furnish pre-paid return labels to their customers or otherwise manage return shipping costs directly.

Storage Fees for Returns

Returned items that remain in our warehouse as stock will count toward the Client's storage volume and incur storage fees just like any other inventory. If returned goods are held in a quarantine area awaiting a decision, the Operator reserves the right to charge storage fees for that space if the volume is significant or the time held exceeds 30 days.

6. Abandoned or Unresolved Returns

Client Inaction on Returns

If the Client fails to provide required instructions or take necessary action on returned goods that cannot be restocked (e.g., damaged or unsellable items) within an appropriate time, the Operator will attempt to remind the Client. If after [60 days] from the return processing date the Client has not responded or instructed, such returns may be deemed abandoned. The Operator may then dispose of or recycle the products, or return them to the Client's last known address at the Client's expense. Prior to doing so, the Operator will give a final notice to the Client's contact on file (email) giving at least 14 days warning.

Disposal of Returned Goods

In cases of abandoned returns or where the Client explicitly requests disposal of a returned item, the Operator will dispose of the goods in compliance with applicable regulations (e.g., e-waste recycling for electronics, secure destruction for branded items if requested). The Client will be charged any disposal costs. Disposal may include liquidation, recycling, donation, or destruction, at the Operator's discretion (taking into account any method preferred by Client). The Operator is not liable for any loss the Client may suffer from the disposal of returned goods in accordance with this Policy.

Return to Sender (RTS) Items

If an undeliverable package is "Returned to Sender" (our warehouse) by a carrier and the Client then fails to respond to our notices about it, we will treat it as an abandoned return under this Section. These typically have clearly associated order info (since it came back with the original shipping label), so identification is not the issue-lack of instruction is. After the notice period, we may restock or dispose of the item at our discretion and credit no funds to the Client for its value, as storage and handling costs will have been incurred.

7. Liability and Disclaimers for Returns

Transit of Returns

The Operator is not responsible for any loss or damage that occurs to goods before they are received into our warehouse as a return. In other words, the risk in a product remains with the sender (or ultimately the Client, depending on the Client's arrangement with its customer) until the item is actually delivered to our facility and checked in. If a customer claims they sent a return and it never arrived, or arrived damaged, that is outside the scope of our responsibility. We recommend using tracked and insured methods for returns to our warehouse.

No Guarantee of Resale Condition

The Operator makes no guarantee that returned products will be in a condition suitable for resale. While we will handle items carefully, many returns by their nature may be opened, used or damaged by end-customers. It is the Client's responsibility to decide how to handle such inventory (e.g., selling as refurbished or scrap). The Operator's limitation of liability as stated in the main Terms applies to any loss or damage discovered in returned goods as well. We will not compensate the Client or its customer for the value of any returned item except to the extent the Client can prove the Operator lost or damaged it through our negligence while in our facility.

Incorrect Returns

If a customer mistakenly returns an item that does not belong to the Client (for example, an item from a different store), the Operator will attempt to notify the Client and hold the item. The Operator has no obligation to store unrelated merchandise long-term. If instructed by the Client and if feasible, we can send the item back to the customer or to the correct merchant at the Client's cost. Otherwise, we may dispose of it as abandoned if not claimed. The Client should include guidance in its return instructions for handling "wrong returns." The Operator is not liable for any loss of or damage to items that were never the Client's product to begin with and were returned in error.

Limitation of Liability

All handling of returns by the Operator is subject to the exclusions and limitations of liability set out in the Terms and Conditions. For example, the Operator will not be liable for any consequential losses or lost sales arising from delays in processing returns, or errors in restocking, except to the extent caused by our negligence and then subject to the agreed liability cap. The Client acknowledges that returned goods may often already be defective or damaged and the Operator did not cause that condition. Our role is to facilitate reverse logistics, and while we aim to do so accurately and efficiently, the ultimate responsibility for customer returns satisfaction lies with the Client.

8. General Provisions

Client's Return Policy vs. Operator's Role

The Client is solely responsible for establishing and communicating the terms of returns to its own customers (e.g., allowable return period, condition for return, whether refunds or exchanges are given). The Operator does not override or enforce the Client's return policy. We simply receive whatever the Client's customer sends back (assuming it is within our capabilities as per this Policy). Any disputes between the Client and its customer regarding whether a return should be accepted or a refund issued are outside of the Operator's scope. The Client should not refer its customer to the Operator for customer service on returns; rather, the Client should handle customer inquiries and only use the Operator for the physical processing.

Changes to this Policy

We may update this Returns Handling Policy from time to time to improve our processes or adapt to new services. If changes are made, we will notify Clients by posting the revised policy on our website and/or through our platform. Significant changes that affect obligations or processes will be communicated directly when feasible. Continued use of our returns processing services after an update constitutes acceptance of the revised terms.

Agreement and Incorporation

By utilizing the Operator's services for return processing, the Client acknowledges and agrees to this Returns Handling Policy. This Policy is incorporated by reference into the Terms and Conditions between the Operator and Client. In the event of any conflict between this Policy and the general Terms, the Terms will prevail, except that with respect to returns-specific processes, this Policy provides additional binding requirements on both parties.