Supplier Matchmaker is a multi-vendor marketplace. This means that each vendor on our platform sets their own refund, return, and exchange policies. While we facilitate transactions, the agreement for purchase is directly between the Buyer and the Vendor.

1. Vendor-Specific Policies

  • Each vendor is responsible for creating and publishing their own refund and return policy.

  • Buyers should review the vendor’s policy on their store page or product listing before making a purchase.

  • In the absence of a posted vendor policy, the default terms in this Refund & Returns Policy will apply.

2. Default Refund & Returns Policy (If Vendor Has No Custom Policy)

If a vendor has not specified their own terms, the following will apply:

  • Eligibility: Requests must be made within 14 days of receiving the order.

  • Condition: Items must be unused, unopened, and in their original packaging.

  • Non-Returnable Items: Perishable goods, custom orders, or items made to buyer specifications cannot be returned unless defective or damaged on arrival.

  • Proof of Purchase: A receipt or order confirmation is required for all return requests.

  • Shipping Costs: Unless the return is due to vendor error or product defect, buyers are responsible for return shipping.

3. Refunds

  • Once the returned item is received and inspected by the vendor, they will issue a refund via the original payment method.

  • Processing times vary depending on the payment gateway and bank (typically 5–10 business days).

  • Refunds for digital services or non-tangible items will only be granted if the service has not yet been delivered or work has not begun.

4. Damaged or Defective Items

If you receive an item that is damaged or defective:

  1. Contact the vendor directly via the platform within 48 hours of delivery.

  2. Provide photos and a description of the damage or defect.

  3. The vendor will arrange for a replacement, repair, or refund as per their policy.

5. Dispute Resolution

  • If you and the vendor cannot resolve an issue, you may request assistance from Supplier Matchmaker by contacting [Insert Support Email].

  • Our role in disputes is limited to mediating communication between buyer and vendor; final resolution rests with the vendor.

6. International Orders

  • Return and refund eligibility for international orders depends on the vendor’s policy and applicable import/export laws.

  • Buyers are responsible for any customs duties, taxes, or fees unless stated otherwise by the vendor.

7. Exceptions

No refunds will be issued for:

  • Products damaged due to buyer mishandling or improper storage.

  • Products purchased from a vendor’s offline channel (outside the platform).

  • Orders placed by mistake without contacting the vendor before shipping.