LALIA Market: Return & Refund Framework
1. The Principle of Vendor-Specific Policies
All return and refund requests are governed exclusively by the policy of the Vendor from whom the Buyer made the purchase. LALIA Market’s primary role is to facilitate and enforce the Vendor’s clearly stated policy.
2. Global Baseline (Fallback) Policy
This baseline policy applies only if a Vendor has not published their own policy. It is designed to be fair to both Buyers and Vendors.
Return Window: Buyers may request a return within fourteen (14) calendar days of confirmed delivery.
Valid Return Reasons: The following reasons are accepted under this baseline policy:
“Damaged or Defective Item”
“Wrong Item Received”
“Item Doesn’t Match Description”
“Item Doesn’t Fit”
“No Longer Needed / Changed Mind”
“Part of Order Missing”
Refund & Shipping Costs:
For returns due to Vendor error (Damaged, Wrong Item, Not As Described, Missing Parts), the Buyer will receive a full refund of the item price and the original shipping cost. The Vendor is responsible for the return shipping label.
For returns due to Buyer preference (Doesn’t Fit, No Longer Needed), the Buyer will receive a refund of the item price only. The original shipping cost is non-refundable. The Buyer is responsible for the cost of return shipping.
Processing Time: The Vendor must issue the approved refund within 7 business days of receiving the returned item.
3. The Standard Return Process
Direct Communication: The Buyer must first contact the Vendor directly via the Platform’s messaging system to attempt a resolution.
Formal Request: If unresolved, the Buyer may open a formal “Return Request” through their order page, selecting a reason and providing details.
Vendor Response: The Vendor has 48 hours to respond by either:
Approving the request and providing instructions based on their policy.
Denying the request with a valid explanation based on their policy.
Platform Escalation: If a Buyer believes a Vendor is not honoring their own published policy, they may escalate the issue to LALIA Market for review and binding mediation.
