If an exchange is offered on a product, then need to specify conditions (see 2 below), timings and cost
Exchange info should be accessible and displayed e.g, product delivery information, brands & warrant list to show what is offered by each seller.
Make clear the different exchange types: a) wrong product or specification e.g., size, color, model; b) Not as advertised - when product doesn’t match what was sold e.g., color, design, style, features; c) product not working as advertised i.e., broken
Exchange process - should specify how it is done by the courier company and who will pay on the page. If a merchant’s fault, then exchange should be done by the merchant. If buyer fault, then payment is determined by the terms and conditions of the sale
Help offered by Walee - only information as all after-sales service is owned and managed by either the brand or the merchant supplying the product on Walee.
8Publish information*- Where available about where shoppers can directly approach the merchant
Non-exchangeable - Means does not fit any exchange policy and after the exchange expiration date is met i..e, after 7 days. The shopper can claim, where applicable, warranty (if any) from the merchant’s or manufacturer’s authorized service center as listed in the Brands & warranty list.
Exchange product scope - If an order has multiple products, the shopper can return part of the product. However, the complete order including accessories and freebies for that item must be included also in its original, good order
Exchange condition - The product should be returned in the same original and undamaged manufacturer packaging e.g., bag, box, ribbons, tapes, labels etc. If the product was delivered in another packaging layer, say by the courier company, then the returned package should include that in the same condition, and have all the original return shipping labels attached. Do not put tape or stickers on the manufacturer’s box.
Shipping charges- For eligible exchanges, there are no shipping charges