Returns and Seller Protection Policy

On this page

• Returns

• Seller Protection Policy 

• Frequently Asked Questions (‘FAQs’)

• Returns Inbound Quality Control at Namshi

• Additional Grades in case of Disputes

At Namshi, customers are provided with an option to return items purchased on the platform. Any order that is eligible for a return, and where the return request does not exceed fifteen (15) days from the date of delivery, shall be covered under this policy. For some cases described in the next sections of this policy, Namshi also proactively compensates the Seller from the Seller Protection Fund managed by Namshi.

Returns

Please refer to the Inventory Removal Policy article for more detailed information.

Seller Protection Policy 

This policy has been created to compensate Sellers in scenarios where shipments are damaged either by customers or Namshi. Refer table below for grade-based payout model.

Exceptions to the Seller Protection Policy are tabulated below. 

Important note: 

Sellers hereby agree that under no circumstances shall Namshi be liable or responsible for any damage or loss caused to items on account of terrorism, war, invasion or warlike operations, civil war, rebellion, detention by public or government authority, protest or strikes, riots, delay, detention or confiscation by customs or other authorities, war, invasion or warlike operations, damage or loss caused by any process of repairing, renovation, deterioration arising from wear and tear; moth; vermin; insects or mildew or any other gradually operating natural cause.

The seller protection fund safeguards sellers from losses incurred due to customer returns or courier return received in an unacceptable condition via compensation from the fund, thus ensuring that the sellers are not unfairly impacted. Furthermore, this policy has been designed to safeguard sellers’ interests and make Namshi a secure medium to conduct business.

Frequently Asked Questions (‘FAQs’)

1. Will I be compensated if the customer or logistics partner has returned a damaged item, despite shipping a quality product?

Namshi will proactively ensure that sellers are not impacted for any logistics damage cases by absorbing the full impact. In the event of damage, which the seller believes it’s not his mistake; the seller shall raise a claim through the “Dispute Mechanism” on Seller Lab. Upon pursuing the incident, Namshi, at its sole discretion, shall compensate based on the parameters set thereunder, including but not limited to, category of goods, quality control (“QC”) status at the time of shipping and receiving the item back at the warehouse (with evidence of such receipt).

2. Will I be compensated if the customer has replaced the original item with a different item?

In cases when the contents of the returned shipment are missing, or when the returned items received by the customer are not the same items that were shipped by the seller, the seller can raise a claim through Dispute Mechanism on the Seller Lab.

If the seller suspects that the customer is taking unfair advantage of the return policy, then the seller can inform Namshi of this issue so they can review the customer’s claim and take necessary actions.

Upon pursuing the incident, Namshi, at its sole discretion, shall compensate the seller based on the parameters set thereunder, including but not limited to, category of goods, QC status at the time of shipping and receiving the item back at the warehouse (with evidence of such receipt).

3. What is the turnaround time from customer return to receipt of items in the warehouse?

In addition to the regular sales promise, the item grading process for damaged returns will take up to seven (7) business days.

4. How does the “Seller Protection Mechanism” work at Namshi?

All returned items go through a physical QC and a grade is assigned to the item by Namshi, which determines the compensation under seller protection fund.

Returns Inbound Quality Control at Namshi

Tabulated below are the basic quality control checks that are being performed on customer returns:

Please be advised that the payouts are net of referral fees and any other applicable Namshi fees.

That’s it!