Refund Policy

This policy covers refunds of the fees brands pay for the returns platform. Refunds that brands send to their own shoppers are set by each brand's return policy and are not covered here.

1. Free trial

The 30 day trial is free for up to 1,000 processed returns and no card is needed, so there is nothing to refund for the trial period.

2. Monthly plans

Plan minimums are billed at the start of each month and usage above the minimum is billed at the end. If a brand closes its account during a month, no further minimums are billed. The minimum already paid for the current month is not refunded, and usage for that month is billed as normal.

3. Annual agreements

C90 annual agreements follow the refund terms in the signed order form. Where the order form is silent, unused prepaid amounts are refunded pro rata only if we end the agreement without cause.

4. Billing errors

If a brand is charged for returns that were rejected, cancelled or counted twice, the difference is refunded or credited to the next invoice. Billing errors should be reported within 60 days of the invoice date.

5. Service problems

If the platform is unavailable for an extended period outside planned maintenance, brands on paid plans receive a service credit in line with their plan. Credits are applied to the next invoice.

6. Courier and payment charges

Courier charges and payment gateway fees are paid by the brand directly to those partners and are refunded, if at all, under the brand's agreement with them.

7. How to ask for a refund

Send the invoice number and the reason through the Returns Desk. Approved refunds are paid to the original payment method within 10 working days.