Hero image

RETURN, REFUND and CANCELLATION POLICY

RETURN, REFUND and CANCELLATION POLICY

 

Last Updated 16 January 2024

 

This Return, Refund and Cancellation Policy (the “Policy”) applies to purchases made through the Tradeling.com website or any mobile applications operated by Blink Technologies FZCO and its affiliates (“Tradeling” or “the Platform”).

Tradeling may update this Policy from time to time. Any changes to this Policy will be posted on this page. Once posted, the updated Policy will be effective immediately. It is your responsibility to review the Policy on a regular basis to keep yourself informed of changes. By continuing to access the Tradeling Portal and use its services, you agree to be bound by this Policy and any updates thereto. Please make sure that you read and understand Tradeling’s User Terms and Conditions and any related terms mentioned therein. This Policy, including any updates thereto, shall be subject to and forms an integral part of the User Terms and Conditions.

 

1. Definitions

 

Buyer shall mean the person, company or entity purchasing or making an order for the purchase of any product/s from the Platform.

 

Seller shall mean the person, company or entity selling any product/s on the Platform, as further defined in the User Terms and Conditions or otherwise stated herein. Unless otherwise specified herein, or the context implies differently, for the purposes of the Policy, Tradeling shall also be considered a Seller.

Return shall mean Returns of products sold by any Seller on the Platform, in compliance with this Policy in effect as of such sale.

 

Refund shall mean the reimbursement of the amount paid for the Product being Returned, less any applicable deductions in accordance with this Policy in effect as of the date of the sale / Return.

 

Product / Item shall mean any item placed for sale by a Seller on the Platform available for purchase by a Buyer.

 

Third Party Marketplace Seller shall mean a Seller selling products to Buyers via the Platform, excluding Tradeling.

 

International Orders shall mean orders placed on the Platform by Buyers from Third Party Marketplace Sellers who are located outside of the United Arab Emirates.

 

User Terms shall mean the User Terms and Conditions applicable to all users of the Platform.

Sold by Tradeling shall mean an order for the purchase of Products, which is sold directly by Tradeling in its own name and on its own behalf to Buyers via the Platform.

 

Cancellation shall mean the cancellation, in whole or in part, of an order (which has been duly received and confirmed by the Seller) by a Buyer for products sold via the Platform either from a Third Party Marketplace Seller or from Tradeling directly as seller.  Unless otherwise specified therefore, for the purposes of this Policy Seller shall mean either Tradeling itself or a Third Party Marketplace Seller.

 

Change shall mean a change in the quantity and, or, the specifications of a product which has been ordered by Buyer. 

 

Near-Expiry shall mean if the product shelf life is longer than one year. “Near-Expiry” means that the product has less than 6 months shelf life upon delivery. If the product shelf life is shorter than one year, “Near-Expiry” means that the product has less than 25% shelf life upon delivery.

 

COD shall mean Cash-on-Delivery.

 

Click & Collect shall represent the option for Buyers to select at checkout, which allows them to pick up orders from Tradeling’s warehouse, the address of which will be provided at the end of the checkout process.

 

 RETURNS AND REFUNDS

 

2. Orders Sold by Tradeling

This section of the Policy applies to purchases made through Tradeling that are sold directly by Tradeling, and where Tradeling is the direct Seller of the Products. (Return and Refund terms for Products sold by Third Party Marketplace Sellers, i.e. other than Tradeling, are listed further below). Where the Seller is Tradeling, the Buyer may request a Refund only if: 

 

The goods are defective, damaged or non-conforming to their description as stated on the Tradeling Platform (provided that Buyer has notified Tradeling in accordance with the following sections), or 

 

• If Tradeling is unable to fulfill the order or substitute the goods with same or similar goods to the satisfaction of buyer, or 

• If no alternative supplier is available to deliver similar goods to the satisfaction of the Buyer. 

• A Refund request shall be made by the Buyer in writing in accordance with the provisions set out below.

 

Return and Refund Eligibility

 

Unless further restrictions apply as specified in the sections below, or otherwise specifically agreed in writing between the Buyer and Tradeling, the following are acceptable reasons to Return a Product, and, or, request a Refund in relation to said product:

 

• Product or Product packaging is faulty, defective or damaged or not as advertised/described 

• Product does not conform with the description or specifications advertised by the Seller

• Product or order specifications do not meet the advertised specifications or requirements

• Product is not shipped in accordance with agreed shipping method or to agreed address 

• Product is counterfeit/fake

• Product is expired or near expiry (perishable products are not included)

• Delivery of the Product is delayed, without prior notice and, or, without a justified reason ( e.g. force majeur) 

• When the Product ordered from Tradeling is out of stock or otherwise becomes unavailable by Tradeling’s own suppliers. 

• Increase in price of the Product during the fulfilment process (if you place an order and the price was changed/not updated by the seller)

 

Return Period

 Where a Product is eligible for Return, and subject to the terms and conditions set out in this Policy:

 

• Frozen items, fresh foods, or chilled foods and beverages must be inspected at the time of receipt. If Buyer wishes to Return a Product, Buyer must immediately Return the Product to Tradeling’s delivery agent; and

• For all other Products, the Buyer must inform Tradeling within 24 hours of delivery, in writing, of its intent to Return the Products.

 

If no notice is received within the abovementioned timeframe, the Buyer will be considered as having accepted the Products, as is, and without objection. 

 

How to Initiate a Return

 

To initiate a Return you must, within the Return Period, notify Tradeling in writing describing the damage, non-conformity, or other reason for Return in sufficient detail as to enable Tradeling to make a claim to its Supplier or otherwise seek corrective action. The notification shall be made via email to Tradeling Customer Service at support@tradeling.com to submit a Return or Refund request by quoting the:

 

• Order or transaction ID;

• Order value; and

• Reason for Return, including wherever possible or required under this Policy, evidence to support the claim, such as pictures or reports from third parties

 

Upon receipt of the email, the Tradeling’s customer service team will investigate the claim and advise whether the Products are eligible for Return and Refund under this Policy.

 

If the Return and Refund request is approved, the Customer support team will create a Return ID, and initiate the necessary actions to process the Return and the Refund in accordance with the terms contained in this Policy. 

 

Packing and Sending Returns

 

When a Product is eligible for Return and Refund, please make sure to carefully repackage the item in its original condition, including all original packaging and materials (instruction manuals, accessories, etc.) If a Product is being Returned as new but has clearly been used, marked, tampered with or damaged prior to its Return, Tradeling reserves the right to refuse to issue the Refund. 

 

Return Shipping Fees

 

If the transaction took place within the UAE, Tradeling or the appropriate Third Party Marketplace Seller will be responsible for the collection and Return process without further cost to the Buyer for shipping.

 

If the transaction was outside of the UAE, the Seller will perform the collection and delivery process. The shipping costs will be borne in accordance with the applicable INCOTERMS used on initial order for the product being Returned. 

 

For the avoidance of doubt, Tradeling will not cover the costs of any documentation required in relation to the Return of the product.

 

Buyer will be informed of the collection process, timing and costs after the Return and Refund request has been approved.

 

Refund Process

 

Where the Seller is Tradeling, the purchase amount, net of any applicable deductions, will be refunded to you using the same payment method used during the purchase, within 7 to 14 working days from the approval of the Refund.

 

3. Orders Sold by Marketplace Sellers 

 

This section of the Policy applies to purchases made from Third Party Marketplace Sellers through Tradeling. Products sold directly by Third Party Marketplace Sellers on the Platform, may be subject to additional restrictions and conditions, (for example, “non-cancellable” and non-refundable”). 

 

While most Third Party Marketplace Sellers adopt Tradeling’s Policy, some have their own Return and Refund policy. Please make sure to review your Seller’s Returns and Refund policy, if and where applicable.

 

When you place an order with a Third Party Marketplace Seller, your Return and Refund request will be, where applicable, forwarded by Tradeling to the respective Seller. Since the invoicing relationship is between the Third Party Marketplace Seller and the Buyer, Tradeling accepts no liability in respect of claims for Returns and / or Refunds of items purchased from Third Party Marketplace Sellers, except as stated herein. 

 

Return, Refund, and Cancellation Eligibility

 

Returns shall be accepted when the items are in their original condition, unworn, and unused, with intact packaging and seals, as per the Third Party Marketplace Seller’s guidelines, within the specified Return period.

 

In the case of International Orders, Buyers may only Return items if they received a wrong, defective, or counterfeit item as detailed in the schedule below.

 

International Orders are not eligible for exchange.  

 

Customized Items are not eligible for Returns or Refunds.

 

Orders marked “Ready to Ship” are non-cancellable.

 

Return Period

 

Buyers may Return Products within 24 hours of delivery for the following reasons:

 

Reason For Return Product Categories

Change of Preference

All product categories except: 

- Underwear, nightwear, beach and swimwear, briefs, facial skincare, fragrances, hair care, hand. feet and nail care, and earrings.

Size is correct but doesn’t fit as expected

Clothing and shoes only

Item stopped working well after usage

All product categories except:

Clothing and shoes, or any other consumables.

Item received broken or defective

All product categories

Packaging was damaged

All product categories

Item received with missing parts or accessories

All product categories

Item received used or expired

All product categories except:

- Software

Item proved to be fake/unauthentic

All product categories

Wrong Item /color/size/model

All product categories

 

Tradeling reserves the right to reject a Return or Refund request if the reason for such request is not in line with this Policy. In such cases, Tradeling will not issue a Refund for the Items nor the delivery fees. Tradeling is not responsible for Items erroneously contained within a returned package, or for any data breach resulting from failure to eliminate personal data contained in a returned Item.

 

For rejected Refund requests, Tradeling will make two attempts to redeliver the Items to Buyer. Should the redelivery attempts be unsuccessful, Tradeling shall hold the Items for 30 days before disposing of the same.

 

How to Initiate a Return

 

To initiate a Return you must, within the Return Period, notify Tradeling in writing describing the damage, non-conformity, or other reason for Return in sufficient detail as to enable Tradeling to make a claim to its Supplier or otherwise seek corrective action. The notification shall be made via email to Tradeling Customer Service at support@tradeling.com to submit a Return or Refund request by quoting the:

 

• Order or transaction ID;

• Order value; and

• Reason for Return, including wherever possible or required under this Policy, evidence to support the claim, such as pictures or reports from third parties. 

 

If the Return is initiated without any error on the part of Tradeling or the Seller (e.g. due to Buyer's preference or sizing expectations), the Buyer will not be eligible for a Refund on shipping fees. However, if the Items received are not as described on Tradeling (damaged, incorrect in quantity, or an error in the Item’s sizing/color), the shipping fee will be refundable to the Buyer.

 

4. Click & Collect

 

In order to benefit from the Click & Collect feature, payment for orders must be made exclusively via credit card or COD (cheques will not be accepted).

 

Buyers cannot amend an order once it has been submitted. Once an order is placed, the Buyer may select a date and timeslot to collect the order. Upon collection, the Buyer shall inspect the Products and sign a document confirming receipt of the Products. Once the Products have been collected by the Buyer from Tradeling's warehouse, the Products will be deemed to have been fully accepted by the Buyer.

 

If a Buyer chooses the COD payment method, and does not pick up an order at the scheduled collection timeslot, the order will be cancelled after 48 hours of the scheduled collection time, without notice.

 

If a Buyer wishes to reschedule a collection timeslot, the Buyer must contact Tradeling to do so. If a Buyer wishes to opt for a delivery option after selecting the Click & Collect option, the Buyer must contact Tradeling in order to arrange for a delivery (charges of which will apply). 

 

5. Order Cancellation Policy 

 

The terms below apply to Products held in stock, and to Made-To-Order items, and include Products stored or held outside UAE.

 

To ensure delivery of the desired Products in the shortest lead time, Tradeling starts processing orders from the moment they are confirmed. Hence a request to cancel or change an order may not be feasible or acceptable in certain cases. Furthermore, logistics, locked-in pricing for ordered products and obligations toward third party suppliers may impact Tradeling’s ability to accept a cancellation or change request. Therefore, please read the below carefully and contact us if you have any queries,

 

Subject to the terms and conditions contained below, generally: 

 

• The parties may, by mutual written consent, agree to cancel a product at any time.

• To cancel an order, Buyer shall always require the Seller’s written consent. 

• Seller may cancel an order without obligation, liability to or consent from the Buyer.

 

To request cancellation of an order, Buyer must send a request in writing to the Tradeling via email or the appropriate Tradeling Platform functionality, requesting to cancel all or part of a non-executed pending order and which shows the status "Pending Fulfillment" in the Buyer’s Account.

 

Upon receiving such notification, the Seller shall stop any work in respect of said order forthwith and advise Buyer in writing whether the cancellation order can be accepted (including any applicable conditions for such cancellation), or not.

 

The Buyer may cancel an order without any obligations towards the Seller, if:

 

• the cancellation request is received before the status of the order indicates “ready to ship”, or “order being prepared”, and in no case later than 24 hours from the order confirmation by the Seller.

• Seller breaches the terms of the order, or if the Seller will not be able to perform the order, especially due to Seller’s financial position. 

• Seller is behind with the performance of the whole or part of the order or contractual obligations by more than 7 days. 

 

Except as otherwise provided herein, or agreed by the Seller in writing, an order cannot be revoked or cancelled if it has been accepted for processing or has been executed. 

 

Where a cancellation request has been approved but the Seller has already incurred costs and expenses that cannot reasonably be recovered through the sale of the products to another entity, Buyer will pay Seller for all such costs and expenses, which may include costs of related raw materials, packaging, shipping and any other costs or expenses related to the order fulfilment. In such cases, Seller may deduct such costs from any amounts pre-paid by the Buyer, or otherwise held on the Buyer’s account. 

 

6. Stock items

 

When the shipping date of the Product has been agreed by the parties, or specified by the Buyer, or notified by the Seller, changing or cancelling an order will only be considered if the request is received by Seller (i) before the status of the order indicates “order being prepared” or “ready to ship” and (ii) the request is received by Seller within no later than 24 hours from the confirmation of the order.

 

PLEASE NOTE:  Changing or cancelling orders cannot be accepted when “same day shipping” is specified or included in the order. 

 

7. Made-to-order items

 

Some of the Seller’s Products may be ordered or manufactured specifically according to the Buyer’s specifications. Hence, any changes or cancellation of orders made after the process has commenced can cause substantial disruption and result in significant costs to the Seller.

 

Orders of Products which are made-to-order or have otherwise been customised for the Buyer can only be cancelled within 2 hours of order free of charge.

 

A cancellation request made after 2 hours of the order confirmation may be possible with the consent of the Seller, but will be subject to a 50% cancellation charge of the order cancelled. 

 

PLEASE NOTE: Order Change or Cancellation requests will only be deemed valid and received if made between 9:00am and 5:30pm, Monday to Friday UAE Standard time.

 

7. Special large quantity orders

 

Cancellation of special large quantity orders is not acceptable, unless specifically agreed in writing by the Seller.

Home

Categories

Express

Deals

Cart