Refund Policy for Harrena

Effective Date: [Insert Date]

At Harrena, we are committed to providing a great shopping experience. However, we understand that sometimes a purchase may not meet expectations. This Refund Policy outlines how we handle returns and refunds, and who is responsible for return charges based on the reason for the return.

1. Eligibility for Refunds

Refunds will be processed under the following circumstances:

• Damaged or Defective Products: If you receive a product that is damaged or defective, you are eligible for a refund in the form of store credit. In this case, the vendor will be responsible for both the return shipping fees and any associated charges.

• Incorrect Product Received: If the product received is different from what was ordered (e.g., wrong item, size, or color), the customer is eligible for a refund in the form of store credit. The vendor will cover the return shipping costs and any charges related to the return.

• Change of Mind: If you change your mind about a purchase and wish to return the product, the refund will be issued as store credit. The customer will be responsible for the return shipping costs and any refund charges. In this case, the cost of the product will be refunded minus the shipping cost, and the customer will be required to add an additional fee for the return cost.

Note: Refunds are issued as store credits to your Harrena account, which can be used for future purchases on the platform.

2. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Customer Support: Reach out to our customer support team at support@harrena.com or via our contact page within 14 days of receiving the product. You will need to provide the following information:

   • Order Number
   • Product Name
   • Reason for Refund (e.g., damaged, defective, incorrect item, change of mind)
   • Photos of the Product (if applicable)

2. Return the Product: If your refund request is approved, you may be asked to return the product. Return shipping costs are the responsibility of the customer unless the product is defective, damaged, or incorrect. In such cases, the vendor will cover the return shipping costs.

3. Review and Approval: Upon receiving the returned item, the vendor will inspect the product. If the product meets the refund criteria, a store credit will be issued for the amount of the product (excluding shipping costs) and will be available in your Harrena account.

3. Refund Process and Store Credit

• Commission Policy: In the case of a refund, Harrena will only remove its own commission from the refunded amount. The commission is deducted from the vendor's payment before the refund is processed. Vendors will receive their payout, minus the applicable commission for a successful transaction.

• Store Credit: Refunds will be issued as store credit that can be used for future purchases on Harrena. You will receive an email confirmation once the store credit has been applied to your account. Store credit does not expire and can be used toward any future purchase.

• Payment Method: Refunds will not be sent back to the original payment method. They will only be issued as store credits within the Harrena platform.

• Customer Review Before Delivery Leaves: Customers must thoroughly review the product before the delivery personnel leaves the scene. This includes checking the product for defects, damages, or any discrepancies from the order. Do not mark the product as received or accept the delivery until you have fully inspected the item.

• Product Return Process: If you wish to return the product, the delivery personnel will take the product back with you after you confirm that it is approved for return. The delivery person will not leave any product in the customer's hands until the return and refund process has been confirmed.

• Vendor Approval: After the product is reviewed and the customer confirms the return request, the vendor will verify the return. Once approved, store credit will be issued and credited to the customer's Harrena account.

4. Return Charges Based on Reason for Return

• Change of Mind:

  • Return Shipping Fees: The customer is responsible for return shipping costs when returning the product for a change of mind.
  • Refund Deductions: The amount refunded will be minus the original shipping cost, and an additional fee for the return shipping will be deducted from the refunded store credit.

• Damaged or Defective Products:

  • Return Shipping Fees: If the product is defective or damaged, the vendor is responsible for covering the return shipping costs and the associated refund charges.
  • Refund Amount: The full amount of the product, excluding shipping charges, will be refunded as store credit.

• Incorrect Product Received:

  • Return Shipping Fees: If the customer receives the wrong product, the vendor will cover the return shipping costs.
  • Refund Amount: The full amount will be refunded as store credit. The vendor is responsible for any additional charges related to the incorrect product and return.

5. Non-Refundable Items

The following items are non-refundable unless defective or incorrect:

• Digital Products: Digital items, such as downloadable content, e-books, or software, cannot be refunded once purchased.
• Personalized Products: Customized items, such as engraved or specially designed products, are non-refundable unless damaged or defective.
• Opened or Used Products: Products that have been opened or used, which cannot be resold, are ineligible for a refund unless damaged or defective.

6. Vendor Refund Policies

Each vendor on the platform may have their own specific return and refund policies, which should be reviewed before making a purchase. Vendors are responsible for managing refunds and processing returns in line with their policies.

• Vendor-Specific Policies: Vendors must clearly state their return and refund policies on each product page. In cases of refund, the vendor’s return policies will apply, but refunds will only be issued as store credit.
• Handling Refunds: Once the product is returned and reviewed, the vendor will process the refund in the form of store credit. Harrena ensures that all vendors comply with these terms.

7. Shipping Costs

• Return Shipping Costs: Return shipping costs are the responsibility of the customer unless the product is defective, damaged, or incorrect. In such cases, the vendor will cover the return shipping costs.
• Non-Refundable Shipping Fees: Shipping fees for the initial delivery are non-refundable unless the product is defective or incorrect.

8. Exchanging Items

Exchanges for different sizes, colors, or models may not be possible. In such cases, you may need to request a refund in store credit and then place a new order for the item you wish to exchange for.

• Exchange Process: If you need to exchange an item, please contact customer support to request a store credit refund. You can then use the store credit to place a new order for the replacement item.

9. Exceptions and Special Circumstances

• Time Limit: Refund requests must be made within 14 days of receiving the product. Requests after this time may not be accepted, unless authorized by the vendor or Harrena on a case-by-case basis.
• Restocking Fees: Some vendors may apply a restocking fee for returned items. This will be clearly specified in the vendor's return policy.

10. Contact Us

If you have any questions or concerns regarding our Refund Policy, or if you need assistance with returning a product, please contact our customer support team:

• Email: support@harrena.com
• Phone: [Your Contact Number]
• Address: [Your Physical Address]

Conclusion

At Harrena, we strive to ensure that every customer is satisfied with their purchase. If for any reason you are not happy with your order, we offer a transparent and straightforward refund process where you will receive a store credit to use on future purchases. Our goal is to provide a seamless, secure, and trustworthy shopping experience for everyone involved.