1. Scope and Purpose

This policy applies to:

• All purchases made through PopKup storefronts or campaigns.
• All Brand Owners, Influencers (including Dropshippers), and Buyers (customers).
• All refund, return, replacement, cancellation, and chargeback requests.

PopKup’s role is to facilitate transactions and enforce platform standards. Unless otherwise stated, brand owners are responsible for fulfilling orders and handling refunds, subject to this policy.

2. General Refund Principles

• a. Refund eligibility depends on the product category, condition, reason for return, and compliance with this policy.
• b. Refunds are not automatic and must meet the conditions outlined below.
• c. All refund requests must be submitted within the applicable timelines.
• d. Abuse of refunds, returns, or chargebacks may result in account suspension or termination.

3. Eligible Reasons for Refunds

Refunds or replacements may be approved where:

• a. The wrong item was delivered.
• b. The item is damaged, defective, or unusable upon delivery.
• c. The item materially differs from its description on the platform.
• d. The item was lost in transit and confirmed undelivered. Evidence (such as photos, videos, or delivery confirmation) may be required to process claims.

4. Non-Refundable Items and Situations

Unless required by applicable law, the following are not eligible for refunds:

• a. Items damaged due to misuse, negligence, or normal wear and tear.
• b. Buyer’s remorse or change of mind (unless the Brand Owner explicitly allows it).
• c. Personalized, customized, or made-to-order items.
• d. Perishable goods or hygiene-sensitive products once delivered.
• e. Digital products or services once accessed or delivered.
• f. Orders where inaccurate delivery information was provided by the buyer.

5. Refund Request Timelines

• a. Buyers must initiate refund or return requests within 3–7 days of delivery, depending on the product category and brand owner policy.
• b. Claims for damaged or incorrect items should be reported within 48 hours of delivery.
• c. Requests made outside these timelines may be denied.

6. Return Process (Where Approved)

• a. Buyers must return items in their original condition and packaging, where applicable.
• b. Return shipping responsibility may rest with the buyer or brand owner, depending on the reason for the return.
• c. Items returned without authorization may not be eligible for refunds. PopKup may provide return instructions or require the brand owner to coordinate returns directly.

7. Refund Method and Processing Time

• a. Approved refunds will be issued to the original payment method used at checkout.
• b. Processing times may vary depending on payment providers and financial institutions.
• c. PopKup does not guarantee instant refunds and shall not be liable for delays caused by third-party payment processors.

8. Influencer and Commission Implications

• a. Where a transaction is refunded, reversed, or canceled, associated influencer commissions may be withheld, reversed, or forfeited.
• b. Influencers are responsible for ensuring accurate and ethical promotion to reduce refund disputes.
• c. Commission decisions made by PopKup in relation to refunds are final.

9. Chargebacks and Payment Disputes

• a. Buyers are encouraged to contact PopKup support before initiating chargebacks.
• b. Unauthorized or abusive chargebacks may result in account restrictions.
• c. PopKup reserves the right to recover funds, suspend accounts, or take enforcement action in cases of chargeback abuse.

10. Platform Review and Enforcement

PopKup reserves the right to:

• a. Investigate refund and return claims.
• b. Request supporting documentation from any party.
• c. Resolve disputes between buyers, brand owners, and influencers.
• d. Withhold payouts or earnings pending investigation.

Repeated violations or abuse of this policy may lead to suspension or permanent termination of accounts.

11. Legal Compliance and Consumer Rights

Nothing in this policy limits mandatory consumer rights provided under applicable local laws. Where local consumer protection laws provide additional rights or longer refund periods, those laws shall prevail.

12. Policy Updates

PopKup may update this Refund & Returns Policy from time to time. Continued use of the platform constitutes acceptance of the revised policy.