Refunds and Return Policy

1. Application for Returns/Refunds

1.1

Subject to the terms and conditions of this Refunds and Return Policy and the Terms of Service, the Buyer may apply for a return of purchased items (“Item”) and/or a refund prior to the expiry of the Carrefour Global Limited Guarantee Period as stated in the Terms of Service.

1.2

The Carrefour Global Limited Guarantee is a service provided by Carrefour Global Limited, upon the User’s request, to assist Users in resolving conflicts that may arise during a transaction. Users may communicate privately to resolve disputes or may approach relevant local authorities before, during, or after using the Carrefour Global Limited Guarantee.

2. Application for Return of an Item

2.1

The Buyer may apply for a refund and/or return of the Item only under the following circumstances:

• The Item has not been received by the Buyer;
• The Item is defective and/or damaged upon delivery;
• The Item received is incomplete (missing quantity or accessories);
• The Seller delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.);
• The Item materially differs from the description provided in the listing;
• The Item is counterfeit**;
• The Item is physically damaged (e.g. dented, scratched, shattered);
• The Item is faulty or not functioning as intended;
• By mutual agreement between Buyer and Seller (with Seller confirmation provided to Carrefour Global Limited);
• Change of mind*

* Change of mind returns apply only to selected categories and eligible Sellers.
** Counterfeit item return policy applies only to Carrefour Global Limited Mall Sellers.

2.2

The Buyer must submit all return applications via the Carrefour Global Limited mobile application.

2.3

Carrefour Global Limited will review each application on a case-by-case basis and, at its sole discretion, determine whether the application is approved.

2.4

If required, the Buyer must ship the Item to a location designated by Carrefour Global Limited within ten (10) calendar days from the date the return request is submitted.

2.5

Approval of any refund or return request is at the sole discretion of Carrefour Global Limited. The Buyer agrees that such decision is final, conclusive, and binding and waives any right to bring claims against Carrefour Global Limited or its affiliates in relation to such decision.

2.6

If legal action is initiated by the Buyer against the Seller, the Buyer may provide official documentation to Carrefour Global Limited requesting that funds be withheld until a formal decision is made. Carrefour Global Limited shall decide, at its sole discretion, whether to retain such funds.

3. Rights of Preferred Seller

3.1

Preferred Sellers will receive separate written notification of their participation in the Carrefour Global Limited Preferred Seller Program. If a Preferred Seller chooses not to participate, they must notify Carrefour Global Limited in writing. Otherwise, participation is deemed continued acceptance of this Policy. Carrefour Global Limited may suspend or remove any Preferred Seller at any time at its discretion.

3.2

All refund or return decisions made by Carrefour Global Limited are binding on Preferred Sellers, who must comply fully with such decisions.

3.3

Carrefour Global Limited will notify Preferred Sellers via email regarding approved returns and will arrange delivery of returned Items to the address provided by the Seller, provided such address is within the country of listing (“Local Address”).

If the Seller fails to provide a Local Address or fails to accept delivery within a reasonable time (as determined by Carrefour Global Limited), the Item may be disposed of and the Seller will forfeit all rights to it.

The Seller must notify Carrefour Global Limited within seven (7) days of email notification if the returned Item is not received. Failure to do so constitutes acceptance of delivery.

3.4

Carrefour Global Limited may, at its sole discretion, determine that an approved return Item will not be returned to the Preferred Seller, and the Seller will forfeit all rights to the Item.

3.5

If a return request is rejected after the Item has been received by Carrefour Global Limited, the Item will be delivered back to the Buyer.

3.6

Preferred Sellers may appeal refund or return decisions by providing supporting evidence. Carrefour Global Limited’s final decision shall be binding, and no claims may be made against it or its affiliates.

4. Rights of Ordinary Sellers

4.1

Ordinary Sellers are Sellers who are not Mall Sellers or Preferred Sellers.

4.2

Upon receiving a return/refund request, Carrefour Global Limited will notify the Seller. The Seller must respond within the specified timeframe (“Stipulated Period”). If no response is received, Carrefour Global Limited will proceed with evaluation without further notice.

5. Condition of Returned Items

5.1

To ensure a smooth return process, Buyers must return Items, including all accessories and complimentary items, in the same condition as received. Buyers are advised to take photos upon receipt.

6. Return Shipping Fee Liability

(a) If the return is due to Seller error (e.g. damaged, faulty, or incorrect Item), the Seller shall bear return shipping costs.

(b) If the return is due to Buyer’s change of mind, Buyer must obtain Seller approval and shall bear return shipping costs.

(c) If a dispute arises, Carrefour Global Limited will determine liability at its sole discretion.

7. Refunds

7.1

Refunds will only be processed after confirmation that the Seller has received the returned Item. If no confirmation is received within a specified period, Carrefour Global Limited may proceed with the refund at its discretion. Refunds will be issued to the Buyer’s original payment method or designated bank account.

8. Communication Between Buyer and Seller

8.1

Carrefour Global Limited encourages Buyers and Sellers to communicate directly to resolve disputes. As a trading platform provider, Carrefour Global Limited is not responsible for direct transactional issues between Users.

Last Updated: 2 August 2021