CANCELLATIONS, RETURNS & REFUNDS

Date of Last Revision: 10 July 2022

You are protected every time you order an item on FreeUp. Return and full refund is covered if your item never ships or does not match the description in the post.

CANCELLATION

Orders can be cancelled either before the seller accepts the order, or if the seller cannot ship. The amount you have paid will be refunded to you in full.

REFUND

Refund will be issued to your original payment method. If it is by Card/Net Banking/UPI, please allow 3 to 7 business days for the credit to appear in your account, depending on the bank’s processing time.

RETURN

To request for return/refund after item is shipped, buyer must raise an issue in FreeUp app through Profile > Purchases > Rate within 48 hours of delivery, as determined by the tracking information.

After 48 hours or as soon as you give a positive review, the order is deemed as satisfactorily completed - payment will be issued to the seller and return/refund will no longer be possible.

If seller is at fault, return shipping will be covered by the seller:

• You must raise issue by attaching clear photos of the defects that were not disclosed by seller in the listing.
• We highly recommend that you take an opening video when receiving the parcel to get faster resolution (opening video should be taken in one go: to start before opening the package, with shipping label visible, and include checking all sides of the package and checking for any defects. Defects should be visible from the video).

If seller is not at fault and you simply don’t like the item, you may:

• Resell the item to other FreeUp buyers with a few clicks in the app. When it sells, it’s like you get a full refund.
• Choose return option by paying the standard shipping fee based on item weight. Once item is delivered to the seller in the original condition, you will receive refund of the item’s full value.

What is Covered

• 1. Buyer changes mind.
• 2. Seller failed to disclose defects or expiry information in the description or images.
• 3. Damaged, wrong, or missing item. As this is often due to seller negligence or poor packaging, the seller shall send the correct item or the missing item without delay at his/her own cost. If the buyer does not wish to wait, a refund of the item’s value can be issued and deducted from the seller. If the seller wants the item back, he/she will bear the return cost.

What is Not Covered

• 1. Swaps/Exchanges. Prices are often distorted in such transactions, therefore they are not allowed.
• 2. Transactions outside FreeUp app. When payment for the full value of the items is not processed through the FreeUp platform, we cannot guarantee the parties involved will abide by our guidelines. Buyer bears all the risks associated with such transactions.
• 3. Plants, fruits, vegetables and food. Due to their perishable nature, they are not covered in our return & refund policy. These orders shall be transacted at the buyer’s own risk.
• 4. Mystery boxes or any posts that do not clearly describe the items contained through text description, images or videos. Due to lack of verifiable information, these orders shall be transacted at the buyer’s own risk.

SELLER ÉTIQUETTES

• 1. Disclose all defects in the item post if any, whether minor or major, in the post to avoid unnecessary disappointments and maximize cash amount receivable.
• 2. Sellers are advised to make packing videos of their orders. In case of order or rating disputes, the packing video will help us arrive at a conclusion quickly.
• 3. Quote a price that provides a good value to your buyers. FreeUp is a close-knit community - your good deeds will not go unnoticed.
• 4. Keep in mind that buyers could give negative reviews and result in a lower rating, which will affect the visibility of your products and your ability to sell more.

QUESTIONS & FEEDBACK

You can submit an issue ticket from in-app Support Center > All Topics.

Selsom Technologies Pvt Ltd

Bangalore, Karnataka, India