Refund and Return Policy
1. Requests for Refund/Return
In accordance with the terms and conditions of this Refund and Return Policy and the Terms of Service, the buyer may request a return and/or refund before the expiration of the Weiland Guarantee period as stipulated in the Terms of Service. The Weiland Guarantee is a service provided by Weiland at the user's request, aimed at assisting users in resolving certain conflicts that may arise during transactions. Before, during, or after using the Weiland Guarantee, users may resolve disagreements through private communication or contact local relevant authorities to assist in resolving any disputes.
2. Return Application
The buyer can only apply for a refund and/or return under the following circumstances:
The buyer did not receive the item;
The item was defective and/or damaged upon delivery;
The item delivered by the seller to the buyer does not conform to the agreed specifications (e.g., wrong size, color, etc.);
The item delivered by the seller to the buyer is significantly different from the description provided by the seller in the item listing; or
A private agreement has been reached with the seller, and the seller must send their confirmation to Weiland to confirm this agreement.
The buyer's application must be submitted via the Weiland mobile application. Please note that if requested by Weiland, the buyer must ship the item to a location designated by Weiland within ten (10) calendar days of the return request being raised. Weiland shall decide at its sole discretion whether to approve your refund and return application. The buyer acknowledges and agrees that Weiland's decision shall be final, conclusive, and binding, and undertakes not to initiate legal proceedings or otherwise make any claim against Weiland or its affiliates regarding such decision.
If the buyer has initiated legal proceedings against the seller, the buyer may provide Weiland with a formal notice from the relevant competent authority, requesting Weiland to continue holding the purchase funds until a formal decision is rendered. Weiland will decide at its sole discretion whether it is necessary to continue holding the purchase funds.
3. Preferred Seller's Rights
If you are a Preferred Seller, you should have received a separate written notification from Weiland informing you of your selection to participate in the Weiland Preferred Seller Program. If you decide at any time not to participate in the Weiland Preferred Seller Program, please notify Weiland in writing; otherwise, you will be deemed to have chosen to continue participating in the Weiland Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. Weiland may, at its sole discretion at any time, suspend or remove any Preferred Seller from the Weiland Preferred Seller Program.
Any refund or return approved by Weiland pursuant to Section 2 above shall be binding on the relevant Preferred Seller. The Preferred Seller agrees to comply with and take all necessary actions to fulfill a buyer's refund or return request approved by Weiland. For any refund or return request approved by Weiland, Weiland will notify the Preferred Seller via email ("Email Notification") and arrange for the relevant returned item to be shipped to an address provided in writing by the relevant Preferred Seller to Weiland, in order to complete the refund and return process, provided that such address is located within the country/region where the relevant item was listed for sale on the website ("Local Address"). If the Preferred Seller fails to provide a Local Address for the returned item, or fails to receive the returned item within a reasonable time (as determined by Weiland), Weiland reserves the right to dispose of such item in any manner it deems appropriate, and the Preferred Seller shall be deemed to have waived all rights to such item. If the Preferred Seller does not receive the return, they must notify Weiland within seven (7) days after receiving the Email Notification ("Notification Period"). Failure to notify Weiland within the Notification Period shall be considered conclusive evidence of the Preferred Seller's acceptance of the delivery of the item, and the Preferred Seller agrees not to raise any claims or disputes regarding any such item.
Notwithstanding the foregoing, Weiland may, at its sole discretion, choose not to return the item for which a refund or return was approved to the Preferred Seller, and the Preferred Seller shall be deemed to have waived all rights to that item.
For any refund or return request denied after Weiland has received the relevant item, Weiland will arrange for the item to be shipped to the relevant buyer's address in accordance with the provisions of Section 2 above.
If Weiland approves any refund or return request, the Preferred Seller may appeal the decision by contacting Weiland and providing evidence supporting such appeal. The Preferred Seller acknowledges and agrees that Weiland's decision regarding the appeal shall be final, conclusive, and binding, and undertakes and agrees not to initiate legal proceedings or otherwise bring any claim against Weiland or its affiliates regarding such decision.
4. Regular Seller's Rights
For the purposes of this Refund and Return Policy, a Regular Seller refers to a seller who is not a Mall Seller or a Preferred Seller.
When Weiland receives a return and/or refund request from a buyer, Weiland will notify the seller in writing. The seller may respond to the buyer's request by following the steps provided by Weiland in the written notification. The seller must respond within the period specified in the written notification ("Specified Period"). If Weiland does not receive a response from the seller within the Specified Period, Weiland will assume that the seller has not responded to the buyer's application and will proceed to evaluate the buyer's application without further notice to the seller. Weiland will review each seller's response on a case-by-case basis and shall decide at its sole discretion, based on the circumstances provided by the seller, whether the buyer's application is successful.
5. Condition of Returned Items
To ensure a hassle-free return experience, the buyer should ensure that the item (including any complimentary gifts such as accessories included with the item) is returned to the seller in the condition it was received by the buyer. We recommend that buyers take photographs upon receiving the item.
6. Responsibility for Return Shipping Costs
i) If the seller made an unforeseen error (i.e., delivered a damaged, defective, or incorrect product to the buyer), the seller will be responsible for the buyer's return shipping costs.
ii) If the buyer changes their mind, the buyer should obtain the seller's agreement prior to the return request, and the buyer shall be responsible for the return shipping costs.
iii) If a dispute arises between the seller and the buyer regarding the responsible party for return shipping costs, Weiland will decide at its sole discretion which party is responsible for the return shipping costs.
7. Refunds
The buyer will receive a refund only after Weiland receives confirmation from the seller that the return has been received. If Weiland does not receive a response from the seller within the stipulated time, Weiland has the right to refund the corresponding amount to the buyer without notifying the seller. The refund will be credited back to the buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication Between Buyers and Sellers
Weiland encourages users to communicate with each other when issues arise during a transaction. As Weiland is a user transaction platform, buyers should contact the seller directly with any purchase-related issues.
