Refunds and Return Policy
Return/Refund Request
1.1 Subject to this Return and Refund Policy and the terms and conditions of the Terms of Service, the buyer may request a return of the purchased goods (“Goods”) and/or a refund before the expiration of the Cdiscount Guarantee period specified in the Terms of Service.
1.2 The Cdiscount Guarantee is a service provided by Cdiscount at the request of users to help them resolve certain disputes that may arise during transactions. Users may resolve disagreements privately before, during, or after using the Cdiscount Guarantee, or contact the relevant local authorities for assistance in resolving any disputes.
Return Request
2.1 Buyers may only request a refund and/or return in the following circumstances:
The buyer has not yet received the goods;
The goods were defective and/or damaged upon delivery;
The received goods were incomplete (missing quantity or accessories);
The goods delivered to the buyer by the seller did not conform to the agreed specifications (e.g., incorrect size, color, etc.);
The goods delivered to the buyer differed significantly from the description provided by the seller in the product listing;
The received goods were counterfeit**;
The received goods had physical damage (e.g., dents, scratches, breakage);
The received goods were defective (e.g., malfunctioning, not working as expected);
By reaching a private agreement with the seller, and the seller must send a confirmation letter to Cdiscount to confirm the agreement; or
Change of mind*
*The no-reason return policy applies only to specific product categories and is limited to specific sellers.
**The counterfeit goods return policy applies only to Cdiscount Mall sellers.
2.2 Buyer requests must be submitted through the Cdiscount mobile application.
2.3 Cdiscount will review each buyer's application on a case-by-case basis and decide at its sole discretion whether the buyer's application is successful.
2.4 Please note that if required by Cdiscount, the buyer must ship the goods to a location designated by Cdiscount within ten (10) calendar days of submitting the return request.
2.5 Cdiscount will decide at its sole discretion whether to approve your refund and return request. The buyer acknowledges and agrees that Cdiscount's decision is final and binding, and undertakes not to bring any action or make any other claim against Cdiscount or its affiliates in connection with that decision.
2.6 If the buyer has brought action against the seller, the buyer may provide Cdiscount with formal notice from the relevant competent authority requesting Cdiscount to continue holding the purchase price until a formal court ruling is made. Cdiscount will decide at its sole discretion whether it is necessary to continue holding such purchase price.
Rights of Preferred Sellers
3.1 If you are a Cdiscount Preferred Seller, you should have received separate written notice from Cdiscount informing you that you have been selected to participate in the Cdiscount Preferred Seller Program. If you decide to withdraw from the Cdiscount Preferred Seller Program at any time, please notify Cdiscount in writing; otherwise, you will be deemed to have opted to continue participating in the Cdiscount Preferred Seller Program and agreed to the terms and conditions set forth in this Refund and Return Policy. Cdiscount may suspend or cancel the eligibility of any Preferred Seller in the Cdiscount Preferred Seller Program at any time at its sole discretion.
3.2 Pursuant to Section 2 above, Cdiscount's decision to approve a refund or return is binding on the relevant Preferred Seller. The Preferred Seller agrees to comply with Cdiscount's decision and take all necessary steps to implement the buyer's refund or return request approved by Cdiscount.
3.3 For any refund or return request approved by Cdiscount, Cdiscount will notify the Preferred Seller by email ("Email Notification") and arrange for the return of the relevant goods to be sent to the address provided by the Preferred Seller in writing to Cdiscount to complete the refund and return process, provided that the address is located in the country/region where the relevant goods were listed for sale on the website ("Local Address"). If the preferred seller fails to provide a local address for receiving returned goods, or fails to receive returned goods within a reasonable period (as determined by Cdiscount), Cdiscount reserves the right to dispose of the goods in any manner it deems appropriate, and the preferred seller will be deemed to have waived all rights to the goods. If the preferred seller does not receive the returned goods, it must notify Cdiscount within seven (7) days of receiving the email notification (the “Notification Period”). Failure to notify Cdiscount within the Notification Period will be deemed acceptance by the preferred seller of the fact that the item has been delivered, and the preferred seller agrees not to raise any claim or dispute regarding the item.
3.4 Notwithstanding the foregoing, Cdiscount may, in its sole discretion, approve refunds or returns of goods that are not returned to the preferred seller, and the preferred seller shall be deemed to have forfeited all rights to the goods.
3.5 For any refund or return refused by Cdiscount, if Cdiscount has received the relevant goods, Cdiscount will deliver the goods to the address of the relevant buyer in accordance with the arrangements in Section 2 above.
3.6 If Cdiscount approves any refund or return request, the Preferred Seller may contact Cdiscount and provide supporting evidence to appeal the decision. If Cdiscount supports the Preferred Seller's appeal, it will pay the Preferred Seller all or part of the purchase price. The Preferred Seller acknowledges and agrees that Cdiscount's decision is final and binding, and undertakes not to bring any action or make any other claims against Cdiscount or its affiliates in connection with the decision.
Rights of Regular Sellers
4.1 For the purposes of this Refund and Return Policy, "Regular Seller" refers to a seller who is not a Mall Seller or a Preferred Seller.
4.2 When Cdiscount receives a return and/or refund request from a buyer, Cdiscount will notify the seller in writing. The seller may respond to the buyer's request according to the steps provided by Cdiscount in the written notice. The seller must respond within the period specified in the written notice ("Specified Period"). If Cdiscount does not receive a response from the seller within the Specified Period, Cdiscount will assume that the seller has not responded to the buyer's request and will evaluate the buyer's request without further notice to the seller. Cdiscount will review each seller's response on a case-by-case basis and determine at its sole discretion whether a buyer's application is likely to be approved.
Return Conditions
5.1 To ensure a smooth return process, the buyer must return the goods (including all gifts, such as accompanying accessories) to the seller in the condition they were received. We recommend that the buyer take photos of the goods upon receipt.
Return Shipping Costs
(a) If the return is due to an unforeseen error on the seller's part (i.e., delivery of damaged, defective, or incorrect goods to the buyer), the seller will bear the buyer's return shipping costs.
(b) If the buyer changes their mind, the buyer must obtain the seller's consent before submitting a return request, and the buyer will bear the return shipping costs.
(c) If there is a dispute between the buyer and seller regarding who is responsible for the return shipping costs, Cdiscount will determine the responsible party at its sole discretion.
Refunds
7.1 The buyer will only receive a refund after Cdiscount receives confirmation from the seller that the returned goods have been received. If Cdiscount does not receive a response from the seller within the specified time, Cdiscount reserves the right to refund the corresponding amount to the buyer without further notice to the seller. The refund will be credited to the buyer's credit/debit card or designated bank account, whichever is applicable.
Communication Between Buyer and Seller
8.1 Cdiscount encourages users to communicate with each other when problems arise during the transaction. Since Cdiscount is a platform for users to conduct transactions, buyers should directly contact the seller to resolve any issues related to the purchased goods.
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