At 5Alive, we strive to ensure a smooth shopping experience for all users. However, we understand that sometimes returns or refunds may be necessary. This Refund Policy outlines the conditions under which refunds are granted and how they are processed.

By making a purchase on 5Alive marketplace, you agree to this Refund Policy.

1. Eligibility for Refunds

• Refunds are only eligible for:
  • Items that arrive damaged or defective.
  • Incorrect items or items that do not match the product description.
  • Items that are not delivered within the stated delivery timeframe (after verification with the vendor).
• Refunds will not be issued for:
  • Buyer’s change of mind after the order has been processed.
  • Non-defective items that match the description.
  • Items that are misused or altered by the buyer.

2. Refund Request Process

• To request a refund, customers must initiate the process within [X] days of receiving the item by contacting 5Alive customer support with:
  • Order number.
  • Reason for the refund request.
  • Supporting documentation, such as photos of defective items or proof of incorrect delivery.
• 5Alive will review the refund request and respond within 5 business days. Approval is subject to verification with the vendor, and additional documentation may be requested.

3. Refund Processing

• Wallet Refunds: Approved refunds are processed directly into the customer’s 5Alive Wallet. This balance can be used for future purchases on the platform.
• Processing Time: Refunds will typically be credited to the customer’s 5Alive Wallet within 2 business days after approval.
• Non-Cashable Refunds: Wallet funds from refunds cannot be withdrawn to a bank account or exchanged for cash.

4. Conditions for Returning Items

• If the item must be returned to the vendor, it should:
  • Be unused and in the original packaging (unless defective).
  • Include all original components, tags, and accessories.
• The customer may be responsible for return shipping costs unless otherwise specified.

5. Disputes and Resolution

• If a refund request is denied and the customer disputes the decision, they may reach out to 5Alive customer support. We will work with the customer and vendor to reach a fair resolution on a case-by-case basis.

6. Changes to the Refund Policy

• 5Alive reserves the right to update this Refund Policy as needed. Any changes will be posted on our platform, and continued use of our services indicates acceptance of the updated policy.

7. Contact Us

• For any questions or assistance with a refund request, please contact our support team at [admin @ 5Alive. store].