THE EXPERT MARKETPLACE - Return PolicyEffective: June 6, 2022
RETURNS OF ELIGIBLE ITEMS:
We hope you love your purchase from The Expert. Should you wish to send back any Eligible Items (as specified above) you've purchased, you must initiate a return within 72 hours of the delivery date, unless the product display page indicates a different time window. These items will be labeled Return Eligible on their respective product display pages. Should the product’s specifications indicate details within the Ineligible requirements (see table above) we cannot guarantee fulfillment of return.
To initiate a return, please email us at email@example.com, and we will provide you with a shipping label, cost of return shipping, and shipping instructions. These instructions will include contact information for the carrier, however, it is your responsibility to schedule a date and time with the applicable carrier to arrange a pick-up time. In order for the return to be eligible, the item must be shipped within seven (7) days of receipt of the shipping label or instructions.
All returned items must (1) be in a resaleable condition (which will be determined in The Expert’s sole discretion), and (2) be shipped using the shipping label provided by The Expert and in its original packaging and with all original tags and labels attached. If you do not have the product’s original packaging, the costs for repackaging will be deducted from your total refund.
In addition, all items must be returned using the shipping label provided by The Expert, and we will not accept the return of any product returned to us using any other shipping label.
REFUNDS FOR ELIGIBLE ITEMS
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least ten (10) business days from our receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.
Please note, that the original shipping charges incurred on your purchase are not refundable as part of your return. In addition, you will be responsible for the cost of return shipping which will be deducted from your total refund.
We reserve the right to refuse a refund on the item if we find the product not in like-new condition as a result of use or damage caused by the customer.
Note that if you refuse to accept the shipment of any products purchased by you, The Expert reserves the right to charge you any associated costs, fees, and expenses incurred by The Expert arising from such refusal, including, without limitation, any return shipping fees, restocking fees, and/or fees for rescheduling delivery attempts.
SHIPMENT OF THE WRONG ITEM(S)
If you have received the wrong item, you must submit a claim to The Expert within 72 hours of the delivery date by emailing us at firstname.lastname@example.org and providing documentation evidencing the incorrect item was shipped (for example, a copy of the packing slip and your order confirmation, along with a picture of the incorrect product), and we will begin to investigate. All investigations into and the determination of whether an incorrect product was shipped, shall be at The Expert’s sole and absolute discretion and is final. Should The Expert conclude the incorrect item was shipped, The Expert will provide you with a return shipping label for the incorrect item and will ship the correct product to you as long as it is available at the time of contact, at no additional cost to you.
The Expert will replace and/or accept the return of products that have arrived damaged or defective as described in this Return Policy.
A product may be considered “defective” if it breaks, disintegrates or does not function in accordance with the product instructions and/or documentation, in each case, within 24 hours of first use, under normal use conditions and subject to adherence with all applicable use guidelines for proper care, cleaning and preservation.
A product may be considered “damaged” if the product arrives with visible damage that renders it unable to function or perform or visibly/cosmetically intolerable.
A “defective" and/or “damaged” product does not include (1) natural variances in the product, including but not limited to grain in wood, bubbles in glass, slight differences in color or print, or appearing slightly different in person as compared to the image of such product on the computer; (2) defects or damages arises from the failure by you or any other person to adhere to applicable use and/or care guidelines; or (3) defects or damages resulting from your, or any third party’s misuse, abuse, negligence, or improper or unauthorized use of the products.
To submit a claim for a damaged or defective product, you must send us an email at email@example.com within 48 hours of your receipt the product and include:
- At least 2 photos of the product reflecting its condition.
- A detailed description of the damage and/or defect to the product.
If you have not received your product within 48 hours of expected delivery, you can submit a claim for a lost product by emailing us at firstname.lastname@example.org and we will begin to investigate.
A product may be considered “lost” if a shipping carrier is unable to locate it or provide reliable insight into its status. A “lost" product does not include (1) stolen products or product misplaced by you; (2) products that are misdelivered, misplaced, or lost due to a customer’s failure to provide accurate and up to date shipping information; or (3) delays in transit, for any reason. If your tracking information shows that your package was delivered, but you can't find it please do the following within 48 hours of expected delivery:
- Verify the shipping address.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- Find out if someone else accepted the delivery, unless you have health or safety concerns about doing so.
- Wait 48 hours - in rare cases packages may say delivered up to 48 hours prior to arrival.
REVIEW & RESOLUTION PROCESS OF CLAIMS FOR LOST OR DAMAGED PRODUCTS
We will use reasonable efforts to promptly review your claim and will provide you written notice via email of our acceptance or rejection of your claim. All investigation into any damaged, defective and/or lost items shall be conducted by The Expert, and the determination of whether a product is damaged, defective and/or lost, shall be at The Expert’s sole and absolute discretion, and is final.
For the avoidance of doubt, any claim for lost, damaged and/or defective products shall not be deemed accepted unless and until The Expert has provided you with written notice of its acceptance.
If we accept a claim for a lost product, subject to availability, The Expert will use reasonable efforts to ship a replacement product and will provide tracking details and information upon shipment. If we are unable to procure a replacement, we will refund you the fees (including shipping fees) paid by you for the product.
If we accept a claim for a damaged or defective product that we have found to be repairable or salvageable (which shall be determined in our sole discretion), we will offer you the option to either (1) have the product repaired by our service providers at no cost to you, or (2) receive a replacement, subject to availability, in which case, The Expert will use reasonable efforts to ship a replacement product, and will provide tracking details and information upon shipment. If you choose to replace the product instead of having the product repaired, you will be responsible for the shipping fees for such replacement. The Expert will not issue refunds for any damaged or defective product that we have found to be repairable or salvageable.
If we accept a claim for a damaged or defective product that we have found to be unrepairable or unsalvageable (which shall be determined in our sole discretion), subject to availability, The Expert will use reasonable efforts to ship a replacement product, at no additional cost, and will provide tracking details and information upon shipment. If we are unable to procure a replacement, we will refund you the fees (including shipping fees) paid by you for the product.
If The Expert issues a refund or replacement for a damaged or defective or lost Product, we will process the replacements or refund after we have received the applicable product. Please allow at least 7-10 business days from our receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company and your billing cycle. We will notify you by email when your return has been processed. Replacements are subject to availability, and The Expert does not and cannot guarantee the availability of any product.
RETURN INELIGIBLE BRANDS
The following brands are ineligible for returns. All item sales of the follow brands are final sale.
A Woven Shop (Selamat)
Creative Art Partners
Evolve Lighting Co.
Le Klint Made by Hand
Morrow Soft Goods
River & Bord
Roll and Hill
Shoppe Amber Interiors
Tania Whalen Ceramics
The Expert Collection
The Expert Vintage