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Trandau Marketplace Refund Policy
Understanding the refund process for buyers and sellers
Refund Policy Overview
Trandau Marketplace strives to ensure fair transactions for both buyers and sellers. Our refund policy is designed to protect all parties while providing clear guidelines for when and how refunds are processed.
Key points to understand:
- Different policies - Refund policies differ between physical and digital products
- Time limitations - Refund requests must be submitted within specific timeframes
- Valid reasons - Refunds are typically granted for specific qualifying reasons
- Documentation - Evidence may be required to support refund claims
- Resolution process - Trandau may mediate disputes between buyers and sellers
Refund Eligibility for Physical Products
Valid Reasons for Physical Product Refunds
Buyers may request refunds for physical products under the following circumstances:
- Item not received - The package was never delivered
- Item significantly different from description - The product doesn't match the listing details
- Damaged during shipping - The item arrived broken or damaged
- Defective product - The item doesn't function as intended or has manufacturing defects
- Wrong item received - A different product was sent than what was ordered
- Missing parts or components - The product is incomplete
Note: Simple "change of mind" or "no longer needed" reasons may not qualify for refunds unless the seller specifically offers such a policy.
Timeframe for Physical Product Refunds
Refund requests for physical products must adhere to these timeframes:
- Item not received: Within 30 days of the expected delivery date
- Item received but issues found: Within 14 days of delivery
- Hidden defects discovered later: Within 30 days of delivery
Important: Refund requests submitted after these timeframes may be rejected unless exceptional circumstances apply.
Return Shipping for Physical Products
When returning physical products:
- Wait for the seller or Trandau support to approve your return request
- Receive return instructions and possibly a return shipping label
- Package the item securely in its original packaging if possible
- Include all original components, accessories, and documentation
- Ship the item back using a trackable shipping method
- Upload tracking information to your refund request
Who Pays for Return Shipping? If the return is due to seller error (wrong item, defective product, etc.), the seller typically covers return shipping costs. If the return is for other reasons, the buyer may be responsible for return shipping.
Refund Eligibility for Digital Products
Due to their instant delivery and inability to be "returned," digital products have more limited refund circumstances:
Valid Reasons for Digital Product Refunds
- Non-functioning files - The digital product is corrupted or doesn't work as described
- Significant misrepresentation - The product is substantially different from what was advertised
- Missing content - Promised files or features are not included
- Technical compatibility issues - The product doesn't work with specified systems despite meeting requirements
- Download access problems - Unable to download the product despite multiple attempts
Timeframe for Digital Product Refunds
Refund requests for digital products must be submitted within 7 days of purchase.
Important: Once a digital product has been downloaded, refunds are generally only granted for technical issues or significant misrepresentation. "Change of mind" refunds are typically not available for digital products.
How to Request a Refund
1 Access Your Order History
To begin the refund process:
- Log into your Trandau account
- Navigate to "My Account" or "My Orders" section
- Find the specific order you want to request a refund for
- Click on "Order Details" to view the complete order information
2 Submit a Refund Request
Within the order details page:
- Look for the "Request Refund" button next to the item
- Select a reason for your refund from the dropdown menu
- Provide a detailed explanation of the issue in the comments field
- Upload supporting evidence if applicable (photos of damaged items, screenshots of errors, etc.)
- Review your request details and submit
Pro Tip: Be specific and factual in your explanation. Clear communication increases the chances of a quick resolution.
3 Communicate with the Seller
After submitting your request:
- The seller will be notified of your refund request
- You may receive questions or requests for additional information
- Respond promptly to any messages from the seller
- Keep all communication within the Trandau messaging system for documentation
Important: Many issues can be resolved directly with the seller through polite and clear communication. Give the seller an opportunity to address your concerns before escalating.
4 Refund Resolution Process
The refund process typically follows these steps:
- Seller Review - The seller evaluates your request and may approve it directly
- Return Instructions - For physical items, you may receive return shipping instructions
- Item Return - Ship the item back if required and update your request with tracking information
- Seller Confirmation - The seller confirms receipt of the returned item (for physical products)
- Refund Processing - The refund is processed to your original payment method or wallet
Timeline: Most refunds are processed within 7-14 days of approval, though it may take additional time for the funds to appear in your account depending on your payment provider.
When Seller and Buyer Disagree
If you and the seller cannot reach an agreement on the refund:
- Wait for the seller response period to end - Sellers have 3 business days to respond to refund requests
- Request Trandau mediation - If the seller denies your request or doesn't respond, you can escalate to Trandau support
- Provide additional evidence - Submit any relevant documentation to support your case
- Await Trandau's decision - Our support team will review both sides and make a final determination
- Accept the resolution - Trandau's decision after mediation is final
Note: Trandau's mediation team strives to be fair to both buyers and sellers. Decisions are based on marketplace policies, evidence provided, and transaction details.
Frequently Asked Questions About Refunds
How long does it take to receive my refund?
Once approved, refunds are typically processed within 7-14 business days. However, it may take additional time for the funds to appear in your account depending on your payment method and financial institution. Wallet refunds are usually the fastest, appearing almost immediately after approval.
Can I get a partial refund?
Yes, in some cases, partial refunds may be offered if only part of an order is problematic or as a compromise solution. Both buyers and sellers can propose partial refunds during the resolution process.
What if I used a coupon or discount code on my purchase?
Refunds are typically processed for the actual amount paid after discounts. Promotional discounts and coupon values are usually not refunded separately and may not be reusable after a refund is processed.
Are shipping costs refunded?
If a refund is approved due to seller error (wrong item, defective product, etc.), shipping costs are typically refunded. For refunds due to buyer preference or change of mind, original shipping costs may not be refundable.
Can sellers refuse my refund request?
Sellers may deny refund requests if they believe the reason doesn't qualify under their policy or Trandau's guidelines. However, buyers can escalate denied requests to Trandau support for review if they believe the denial was unfair.
Need Additional Help with Refunds?
Our support team is here to assist you with any questions about the refund process.
Contact Support