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1. SCOPE AND SUBJECTS OF APPLICATION
a. Applicable subjects
i. This Return and Refund Policy applies to Buyers, Sellers, shipping service providers, and delivery staff (shippers) of shipping service providers on the Costco e-commerce platform ( “Costco Platform”) and/or other related parties;
ii. The term Buyer shall refer to the Buyer or Consignee as the case may be; The term Seller shall be used to refer to the Seller or Shipper as the case may be. Costco reserves the right to amend this Returns and Refunds Policy at any time.
b. Scope of application
This Return and Refund Policy stipulates the rights and obligations of Buyers to request returns and refunds as well as the rights and obligations of Costco , Sellers, shipping units and/or related parties. in the process of resolving the Buyer's request.
2. CONDITIONS APPLY
a. Subject to the terms and conditions set forth in this Return and Refund Policy and forming part of the Terms of Service, Costco guarantees the rights of Buyers by allowing Buyers to submit requests for product returns. purchased product (“Returned Product”) and/or refund before or after the expiration of the Costco Guarantee Period. The Shopee Guarantee Period is specified in the Terms of Service.
b. The Costco Guarantee Period is implemented by Costco , at the User's request, to assist Users in resolving conflicts, disputes, and complaints that may arise during transactions on the Costco E-commerce Platform. Users may contact each other to agree on the resolution of their dispute or report to Costco or a competent state agency for assistance in resolving any dispute occurring before, during or after Shopee Guarantee Period.
c. Return and Refund Policy for Costco Mall products are specified in the Costco Mall Terms of Service.
3. CONDITIONS FOR RETURN/REFUND REQUESTS
a. The Buyer agrees that the Buyer may only request a return/refund in the following cases:
i. The Buyer paid using a valid payment method and directly on the Costco Site but (i) did not receive the Products, or (ii) did not receive all of the Products ordered, or (iii) received The Products are fake or counterfeit goods;
ii. The Product is defective or damaged during transportation;
iii. The Seller delivers the wrong Product to the Buyer (for example: wrong size, wrong color, etc.);
iv. The Product received by the Buyer is significantly different from the information provided by the Seller in the product description;
v. Expired Products;
Because. The Seller has agreed and agreed to allow the Buyer to return the goods (however, Costco will need the Seller to confirm these agreements);
vii. The Buyer returns the goods due to a change in demand for the Product and the purchased Product (including all accompanying accessories, VAT invoice, warranty stamp (if any)) provided that the Product is still in the same condition. intact, with original tags, in original boxes and unused as when the Buyer received the goods from the shipping unit. The Product in this case is not a Limited Return Product.
b. Buyers can submit a return/refund request within 15 (fifteen) days from the time the order is updated and successfully delivered. Particularly for Products that are fresh and frozen foods, Buyers need to submit a return/refund request within 24 hours from the time the order is updated and successfully delivered. In some cases where the Buyer needs to return the goods/refund after the above deadline, Costco will consider and can support the Buyer to return the goods/refund within the scope in accordance with Shopee Policy.
c. All refund requests must be made on the Costco App.
d. Costco always carefully reviews Buyer's return/refund requests and reserves the right to make the final decision on such request based on the above regulations and Costco Terms of Service.
4. SELLER'S RIGHTS
When receiving a return and/or refund request from the Buyer, Costco will review and decide to allow the Buyer to return the item/refund, and notify (i) of the return/refund request of the Buyer. The Buyer or (ii) decides to process Costco return/refund request to the Seller on the Costco Application and/or email and/or phone message. Sellers need to send feedback within 02 calendar days (or other time limit specified by Costco from time to time) from the date of receiving Costco notice if they do not agree with Costco refund decision or have not received it yet. Returned Product/Returned Product does not fall into the cases where the Buyer is refunded/paid or the Returned Product is damaged or lost during the return process. After this time, if Shopee has not received any response from the Seller, Shopee understands that the Seller completely agrees with Costco processing decision and has no complaints about this processing decision. Refunds to Buyers can be considered by Shopee without the Buyer having to return the goods to the Seller.
5. REQUIREMENTS FOR RETURNED PRODUCTS
To limit risks arising related to returning Products, Buyers should note that they need to package the Returned Product according to the packaging regulations specified in the Costco Shipping Policy and return the Product. The product includes all accompanying accessories, VAT invoice, warranty stamp (if any) and the product must be in the same condition as when received. The Buyer is required to record a video and/or take a photo of the Product upon receipt and while packaging the Returned Product as evidence for future comparison/complaint. Costco will notify Buyers about having to provide videos or photos in each specific case.
6. PRODUCT RETURN COSTS
6.1. For Products purchased at Costco Mall, Buyers can choose to return the Products:
a. In the form of "Pick up and return goods at home" or "Send goods at the post office": Buyer does not have to pay any shipping costs for returning goods;
b. According to the "Self-arranged" form: Buyers need to pay shipping costs for returning goods in advance. Costco will refund an amount equal to the shipping cost that the Buyer has paid to the shipping unit through the "Costco Account Balance" on the Costco Application within 03 - 05 working days from the date the Buyer The Returned Product has been sent to the shipping company and the Buyer's return/refund request is accepted.
6.2. For Products not belonging to Costco Mall, Buyers can choose to return the Products:
a. In the form of "Pick up and return goods at home" or "Send goods back at the post office": Buyers do not have to pay any shipping costs for returning goods.
b. According to the "Self-arranged" form: Buyers need to pay shipping costs for returning goods in advance. Shopee will support a partial refund of shipping costs for returns in the form of Costco Coins according to Shopee's policy when the Buyer meets the conditions for return support within 03 - 05 working days. from the date the Buyer has sent the Returned Product to the shipping unit and the Buyer's return/refund request is accepted.
7. REFUNDS FOR RETURNED PRODUCTS
7.1. Costco will only refund to Buyers in one of the following cases:
a. The Seller confirms receipt of the Returned Product; or
b. The Buyer accepts the Seller's offer of a refund without returning the Products; or
c. Costco decides to immediately refund the Buyer without the Buyer needing to return the Product; or
d. The Buyer's order is eligible for return/refund and Costco decides to grant the Buyer a refund when the Buyer has returned the Product to the shipping unit and the shipping unit confirms receipt of the Refund Product. Pay.
7.2. In cases where the Buyer has no history of violating Costco policies and community standards, Costco , in some cases, will decide to immediately refund the Buyer without having to wait for the Buyer to return the Product. or meet the cases specified in Article 7.1 above.
7.3. Costco will automatically refund the Buyer in case the Seller does not respond within the pre-specified time period.
For more information on Seller response deadlines, please click here.
For more information about refunds without returning Products, please click here.
7.4. Depending on each case, the refund will be transferred to the Buyer's Costco Account Balance, Costco Wallet, or credit/debit card registered with Costco . For more details on refund times, please refer to the instructions here.
7.5. For cases of immediate refund proposed by the Seller, the refund amount will be mutually agreed upon by both Parties but must not be lower than 50% of the value of the Returned Product. In case Costco receives a complaint from the Buyer because the Seller refunds less than 50% of the value of the Returned Product, Costco , at any time, has the right to deduct from the Buyer's Shopee Account Balance. Sell the difference (determined by 100% of the value of the Returned Product minus the amount refunded to the Buyer) to pay to the Buyer without notice or consent of the Seller. . This regulation is intended to prevent profiteering and ensure transparency and fairness of Costco Return and Refund Policy.
7.6. In case the Buyer submits a return/refund request after Costco has paid the Seller and Costco agrees to refund, Costco will adjust the amount paid to the Seller to refund the Buyer.
8. COMMUNICATION BETWEEN SELLER AND BUYER
Shopee encourages Buyers to proactively contact Sellers to negotiate and resolve with each other through the communication channels provided on the Shopee system when any problems arise related to the Product purchase transaction. Note that using communication channels outside the Shopee system may pose a risk to the Buyer as the Shopee system cannot save evidence of this negotiation.
9. DISPUTES BETWEEN BUYERS AND SELLER
a. In case the Buyer and Seller cannot agree on a solution, the Buyer and Seller can appeal this to the authorities for resolution.
b. If one party complains to the other party to the authorities, the complaining party needs to promptly notify Costco about this dispute along with the requested information from Costco that Shopee considers reasonable, according to each case. specific job. In that case, the Seller and the Buyer mutually agree that once Costco has received the notice and information related to the dispute, when the goods have not been paid to the Seller in accordance with the provisions of the Time Costco Guarantee, Costco has the right to suspend payment to Seller until a final decision is made on resolving the dispute between Seller and Buyer. In case such payment has been paid to the Seller under the Costco Guarantee Policy, Shopee reserves the right to adjust the amount paid after the final decision to resolve the dispute between the Seller and the Buyer. .
10. GENERAL TERMS
a. Buyer and Seller agree to indemnify and hold Costco harmless from, or against any claims, suits, or liabilities/liabilities, damages, statements, penalties, fines, costs and expenses (including, without limitation any other dispute resolution costs) arising out of or in connection with any action taken by Costco under the Returns and Refunds Policy this money.
b. This Policy takes effect 7 (seven) days from the date it is posted on the Costco E-commerce Platform.
