Returns & Refund - Juanu

Returns & Refund

Where can I find My item…

If you didn’t receive your item, you’re covered under Juanu’s Money Back Guarantee. We’ll make sure you either receive the item you ordered, or get a refund of your money.

You can follow your package or an item you ordered online all the way to your shipping address when the seller uploads tracking information

If you sent a request to let the seller know that you either didn’t receive your order or the item doesn’t match their description, you can check on its progress with our support while it’s being resolved.

If you’ve asked your seller to help with a problem and they’re not able to resolve it for you within 3 business days, you can let Juanu know through our Support and we will gladly help.

If you don’t agree with our decision after we stepped in to help resolve an issue between you and a seller, you can appeal by providing new information within 30 days of the case closing.

returning items…

If your item arrives damaged, doesn’t match the listing description, or is the wrong item, you can return it for a refund or have it replaced with a new item at no additional fees or charges.

If you sent a request to let the seller know that you either didn’t receive your order or the item doesn’t match their description, you can check on its progress while it’s being resolved. Additionally, you can call on Juanu to intervene and assist.

There are several ways you can send an item back to the seller. The seller’s return policy and the reason for return will determine who pays the cost of return shipping.

If your item hasn’t arrived, has turned up damaged or faulty, or if you just want to return it, let the seller know so they can help you out. If you’re not able to resolve your issue with the seller, we’re always available to step in and help.

how Sellers Manage Returns & Refunds…

If your item hasn’t arrived, has turned up damaged or faulty, or if you just want to return it, let the seller know so they can help you out. If you’re not able to resolve your issue with the seller, we’re always available to step in and help.

If a buyer doesn’t receive their item, they’re entitled to a refund or replacement unless you can provide tracking information showing that it was delivered.

You can choose whether to accept returns if a buyer changes their mind about a purchase. However, if a returned item arrives damaged, or doesn’t match the listing description, or if the buyer receives the wrong item, you’ll generally need to accept the return.

Who pays for return shipping — you or the buyer— depends on the reason they’re returning the item and you (the seller’s) return policy. And it’s that flexible.

There are some simple, practical steps you can take to reduce the risk of something going wrong with your buyers’ purchases or product orders. Please check these out to build credibility with your buyers to increase their confidence.

If your buyer let you know about an issue with their purchase and you can’t resolve their problem within 3 business days, you can let Juanu and we will be glad to step in and help resolve the issue as quickly as possible.

If you don’t agree with our decision after we’ve stepped in to help resolve an issue between you and your buyer, you can appeal by providing new information within 30 days of the case being closed.

To save time when managing return requests, you can set up rules to automatically accept returns or send immediate refunds. If you have a challenge setting it up, you can ask us to help

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