1. Damaged or Defective Product:
   If the product arrives damaged, has manufacturing defects, or does not function correctly, customers can request a refund or replacement. It's important for the customer to provide evidence of the damage, such as photos or videos, and to make the request within a specified period (within the first 7 days of receiving the product).

2. Incorrect or Incomplete Product:
   If the customer receives a different product than ordered (in terms of color, size, model, etc.) or if the order arrives incomplete, they may request a refund or the correct/missing items to be delivered.

3. Non-Delivery of the Product:
   If the product does not arrive within the estimated delivery time and cannot be tracked or located, the customer may request a refund. It's important to have clear timelines for delivery and proactive communication in case of delays.

4. Incorrect Product Description:
   If the received product does not match the description provided in the listing (e.g., incorrect specifications, missing features, or lower quality than advertised), the buyer is entitled to request a refund.

5. Quality or Performance Issues:
   If the product does not meet the expected quality or performance standards as described, or if it has issues that affect its use (excluding normal wear and tear), the customer can apply for a refund.

6. Payment Method Issues or Fraud:
   If the customer experiences issues with payment processing, duplicate charges, or suspects fraud, a refund can be requested. These cases require additional review and coordination with the payment processor.

7. Billing Errors:
   If there was a billing error, such as an incorrect charge or an amount different from what was displayed at the time of purchase, the customer has the right to request correction or refund of the incorrect amount.

How to Request a Refund or Return

To initiate a refund or return, please follow these steps:

1. Contact the Seller:
   Start by reaching out directly to the seller of the product to inform them of the issue. You can find the seller's contact information on the product page or your order details. Clearly describe the problem and provide any necessary evidence, such as photos or videos if the product is damaged or incorrect.

2. Create a Support Ticket:
   After contacting the seller, you must create a support ticket within our marketplace to officially register your request. This allows us to track and manage the resolution process effectively. To create a support ticket, follow these steps:

   • Log in to your SmartBuyTrends account.
   • Navigate to the "My Orders" section under your account dashboard.
   • Find the order related to the item you want to return or refund.
   • Click on the "Support" or "Help" button next to the order details.
   • Fill out the support ticket form with the details of your request, including the reason for the return or refund, any communications with the seller, and any supporting documentation (photos, videos, etc.).

3. Wait for Seller's Response:
   The seller will review your request and respond within the timeframe specified in our marketplace policies (within 2-3 business days). They may offer a solution, request additional information, or approve your refund/return request.

4. Resolution and Next Steps:
   Once the seller approves your request, follow the instructions provided for returning the product (if applicable). Ensure that you follow any return shipping guidelines or instructions to avoid delays in processing your refund.

Important Notes:

• Refunds and returns are subject to our marketplace policies and the seller's terms. Please make sure to review these policies before making a request.
• Keep all communication within the marketplace to ensure a smooth and secure process.
• If you encounter any issues during the process or if the seller does not respond within the given timeframe, please contact our marketplace support team for further assistance.
• Timeframe for Refund Requests: within the first 7 days of receiving the product.
• Condition of Product for Returns: The product should be unused, in its original condition, and include all packaging and accessories, except for defective or damaged products.
• Exceptions to the Policy: Customized or Made-to-Order, digital, sale, Gift Cards, Hygiene and Personal Care, Discounted, Clearance Items or intimate products are not eligible for returns.

We are committed to ensuring a fair and transparent process for handling refunds and returns, helping to resolve any issues promptly and efficiently.