Refund and Returns Policy

Refund and Returns Policy

Where can I find my item?

Get help with an item that hasn’t arrived
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.

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

Checking the status of returned or missing items
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.

Ask Juanu to step in and help resolve the buyer’s concerns
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.

Appeal Juanu’s decision about a return or missing item for buyers
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.

Returning an item for a refund
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.

Status of your return or missing item
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.

Return shipping for buyers
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.

Get help if you bought as a Guest
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.

Shipping Discounts
Offering shipping discounts can encourage buyers to add more of your items to their purchases. Automatically apply discounts to the shipping cost when a buyer purchases.

Using our Shipping calculator
When you create a listing using the calculated shipping option, we use our shipping calculator to automatically update the shipping charge a buyer sees, based on their location, and the details.

How sellers manage Returns.

Get help if you bought as a Guest
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.

Help a buyer with an item they didn’t receive
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.

How to handle a return request as a seller
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.

Return shipping for sellers
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.

Best practices for avoiding and handling issues with buyers
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.

Ask Juanu to step in and help resolve the seller’s concerns
If your buyer lets 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.

Appeal Juanu’s decision about a return or missing item for sellers
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.

Setting up your return policy
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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