Return and refund policy Dated 1^st of October 2023:

Tijarahub’s return and refund policy aims to streamline the process of returning and refunding goods in cross-border transactions. To minimize the risk of receiving incorrect or unsatisfactory products, delays in orders, or missing items, Tijarahub provides several tips and recommendations for buyers to consider before placing orders.

Here are some recommendations from Tijarahub.com based on their international trade experience to make your trading journey easier

• Request Samples: Before placing large orders, it’s recommended to request samples to understand the product specifications and requirements.
• Product Inspection: For orders above $2,000, consider requesting a product inspection to ensure your quantity and minimum quality requirements are met. For orders above $10,000, a two-step product inspection is recommended. It is highly recommended that the seller conducts a product inspection at the delivery port to verify the condition of the products at the time of delivery to the client. All fresh food and frozen food must go through inspection process in the sending and the receiving countries.
• Import/Export Insurance: This protects you from damages that your items could incur during transit. It’s particularly beneficial for high-value goods.
• Clear Requirements: When requesting a quotation or negotiating with a manufacturer, be specific and make your key requirements clear to your supplier.
• Understanding Export/Import Procedures: For cross-border trade, both buyers and vendors need to understand the export and import procedures, regulations, and requirements of the countries involved.
• Incoterms: having a clear understanding of incoterms and clear agreements on them will make your business easier, and will avoid conflict
• Licenses: Determine what licenses are required to import or export merchandise into or from your country.
• Permits and Certifications: Identify the permits and certifications needed to import or export merchandise into or from your country.
• Packing and Labelling Standards: Understand the packing and labelling standards required to import or export merchandise into or from your country.
• Consultation: Contact your logistics agent, customs officials, or Tijarahub Support team in your country to fully understand the product requirements for importing or exporting merchandise.

Our Cancelation, Return, Replace and Refund Policy

1.Order Cancelation:

• Order Cancellation: Clients have the right to cancel any order or agreement within five days from the date of the order or agreement without any notice or specific reason.
• Cancellation Timeframe: If a cancellation request is made after five days it is subject to the order status and the seller’s approval.
• Non-Cancellable Orders: After eight working days or orders that have been shipped cannot be cancelled under any circumstances, noting that most orders are cross-border orders.

2.Return, Replace and Refund policy:

• Outside Communication: Orders placed outside Tijarahub’s communication channel will not be supported.
• No Refunds or Returns: Products received in good condition and as per requirements cannot be refunded or returned unless the seller offers a return and refund policy.
• Feedback: Clients are requested to check their order and provide feedback upon receipt.
• Refunds or Replacements: Refunds or replacements will only occur in cases of quality defects, wrong product delivery, or damage.
• Return Request: Clients have 10 days from the date of delivery to request a return, replacement, or refund by emailing Customersupport@tijarahub.com with the cause of the claim, order number, and invoice.
• Product Inspection: Tijarahub will arrange for an inspection auditor to check the received products. The cost is initially borne by the buyer but will be refunded if product issues are found. ( That will be applied in case no inspection is done on the date of delivery)
• Agreement: Clients are recommended to reach out to the Seller through Tijarahub’s communication panel to reach an agreement, and an agreement needs to be reached within 15 working days.
• Dispute Resolution: If no agreement is reached after 15 working days, Tijarahub will assist both parties in reaching an agreement.
• Penalties: Any party found to be uncooperative or mistaken may be blocked from Tijarahub.com.

Overview

• The rules are based on the Tijarahub.com Terms and conditions
• These rules apply when a dispute arises between the Buyer and the Seller after an online transaction on Tijarahub.com.
• Tijarahub.com has the right to decide whether these rules will be applied if the buyer and seller agree upon other rules.
• Notices related to disputes sent by Tijarahub.com to the buyer and/or the seller through various communication tools form the basis for deciding disputes.

Definitions

• Tijarahub.com International Platform: This refers to the website www.Tijarahub.com and its mobile Apps.
• Online Transaction: As defined in the Tijarahub.com Transaction Services Agreement.
• Purchase Contract: An agreement between the Buyer and the Seller for the purchase of products and services on Tijarahub.com.
• Quality Problems: Issues with the material, craftsmanship, quantity, and/or quality of the products delivered by the seller that prevent their normal use.
• Inconsistent Description: When product information delivered by the seller is inconsistent with the descriptions on the product detail page, purchase contract, or communication records.
• Infringement: When products delivered by the seller infringe upon third-party intellectual property rights.
• Customs Detention: When products are detained by customs due to violations, declaration errors, product infringement, etc.
• Return of Products and Refund: When the Seller refunds the full purchase price to the Buyer after receiving returned products.
• Partial Refund: When the Seller refunds a portion of the purchase price to the Buyer after delivery.
• Refund: When the Seller refunds the full purchase price to the Buyer, with negotiations determining whether to return products.
• Date of Shipment: As defined in the Trade Assurance Services Rules.
• Force Majeure: Refers to unforeseen circumstances or events Like War, Tornado etc..

 

Acceptance

• Return Policy: Clients have 10 days from the date of delivery to request a return, replacement, or refund by emailing Customersupport@tijarahub.com with the order number, invoice, and reason for the claim.
• Product Issues: Refunds or replacements are only provided for quality defects, wrong product delivery, or damage.
• Dispute Resolution: Tijarahub.com can extend the time limit for dispute resolution in cases of suspected fraud or other necessary circumstances. However, Tijarahub.com may refuse to accept certain applications, and the Seller and Buyer should resolve the dispute themselves.
• Exceptions and refusal to accept dispute: These include disputes not filed within the time limit, disputes arising after a settlement agreement has been reached and completed, false transactions or other illegal acts, disputes arising after a refund is processed, claims for compensation exceeding the transaction amount, disputes unrelated to the Online Transaction, and others that Tijarahub.com cannot accept based on provided evidence. Any order that was not fulfilled and communicated fully on Tijarahub.com.

 

General Rules

• Evidence Submission: Both parties must provide evidence (Inspection report by an approved inspection company on Tijrarhub.com) for their claims within three working days of applying for dispute resolution. The evidence must be authentic, complete, relevant, and legitimate. Tijarahub.com can also obtain evidence independently or from a third party.
• False Evidence: If a party submits false, altered, or forged evidence, or fails to submit required evidence within the set time limit, Tijarahub.com can terminate the dispute resolution process or make a decision based on the submitted evidence.
• Communication Records: Only correspondences between the buyer and seller via Tijarahub.com’s official chat tool will be considered in dispute resolution. Other forms of communication will not be considered unless both parties agree that such correspondences are authentic and valid.
• Contradictory Terms: If there are contradictions between correspondences or contracts and the Purchase Contract, the most recently agreed terms will prevail.
• Damages and Compensation: If the buyer and seller agree on liquidated damages or compensation in the Purchase Contract or during their communication, Tijarahub.com will support such claims if either party defaults.

 

Shipment

• Shipping Obligations: The Seller must ship products as per the Purchase Contract, and provide necessary documents.
• Delayed Shipment: If the Seller fails to ship on time, they must get consent from the Buyer for late shipment.
• Undelivered Products: If products aren’t delivered, the purchase price is refunded, If the Seller needs to retrieve the products at any stage, it shall contact the carrier by itself to handle the return, and all the resulting expenses and risk of the products shall be borne by the Seller.
• Violation of Shipment Agreement: If the seller or buyer violates the shipment agreement, Tijarahub.com won’t support refund or return requests unless the Seller improperly induced the Buyer to confirm receipt.
• Incorrect Delivery Information: If delivery fails due to incorrect information from the Buyer, the Seller should assist in correcting it. Any additional costs are borne by the Buyer. If the Seller fails to ship the products on the agreed shipment date or the products cannot be delivered on the agreed date for the reasons attributable to the Buyer. Tijarahub.com shall not support the buyer’s claim against the seller for late shipment or delivery.
• Documents: The Seller is responsible for having all the certifications and documents required to ship his products to the buyer. Any delay or cost associated accordingly will be held by the seller. The buyer is responsible for sharing with his seller all the documents and certificates required to import the products into the receiving country. Any deviation from the above will not make you entitled to a refund.

Note: both parties are expected to support each other in terms of documentation, certificates, or any requirements, noting that new regulations and deviations usually take place in the customs of each country. Any party that will be found not corporative will not be accountable for the delay or costs associated which could result in the termination from Tijarahub.com.

 

Receipt of Products

• Delivery: The Buyer must accept product delivery as per the Purchase Contract. The Buyer must sign and picture evidence of receiving the goods will be required. If the Buyer instructs someone else to receive the products or asks the carrier to leave them at a designated place, they assume the risk of product loss, and will not be eligible for refund.
• Delivery Information: The Buyer must provide accurate delivery information. If errors or omissions in this information lead to product loss or damage, the Buyer bears the losses.
• Breach of Receipt Rules: If the Buyer breaches receipt rules and products are returned to the Seller, the Buyer compensates the Seller for actual losses, up to the contract amount.
• Contract Termination: If the Buyer terminates the contract without cause, they compensate the Seller for actual losses, up to the contract amount.
• Shipping Responsibility: The Seller is responsible for shipping products as per the purchase Contract

 

Inspection of Products

• Product Inspection: The Buyer can inspect the Seller’s products for quality consistency with the contract. If no inspection agreement exists, Tijarahub.com may appoint a third-party inspection institution, with costs borne by the liable party.
• Pre-Shipment Inspection: Products are inspected before shipment. If quality issues are found, the Seller must take remedial measures within an agreed period or as determined by Tijarahub.com.
• Post-Shipment Inspection: If agreed, products are inspected after shipment or receipt. If quality issues are found, Tijarahub.com supports product return and refund or partial refund applications.
• Sampling Inspection: If a sampling inspection is agreed upon, the specific ratio is as per the Purchase Contract or agreement between parties. If not agreed upon, Tijarahub.com has the right to determine it

 

Returning and Replacement of Products

• The returning address for products should be the same as the sender’s address. Any changes need the buyer’s consent.
• If an agreement for the return or replacement of products is reached offline, the buyer should hand over the returned products to the carrier within the agreed time limit or no later than 10 days.
• After the buyer hands over the returned products to the carrier, the seller and buyer need to cooperate with customs clearance, and the seller will be liable for costs resulting from customs clearance.
• If the buyer cannot properly complete the returning of products for reasons attributable to the seller, the risk of the products not being returned to the sellers shall be borne by the seller.

 

Customs Detention and Freight

• If a buyer applies for a refund for products detained by customs, they must provide a valid certificate of detention within a set time limit ( 5 days or as per customs standards).
• If products can’t clear customs due to the buyer’s fault and no remedial measures are taken within the set time limit ( 5 working days), Tijarahub.com will support payment to the seller.
• If the seller is at fault and doesn’t take remedial measures within the set time limit (5 working days), Tijarahub.com will support a refund to the buyer.
• Fines, warehousing fees, shipping costs for returning products, and other losses resulting from customs detention will be borne by the liable party as determined by Tijarahub.com.
• Any dispute regarding freight fees will be resolved according to the contract between the parties. If not prescribed in the contract, Tijarahub.com will determine liabilities based on the principle of “either party who is at fault is liable”.

 

Quality Problems, Inconsistent Descriptions, and Infringement

• If a buyer claims a product has visible quality issues, they must provide evidence (inspection report by an approved provider on Tijarahub.com). If the seller can’t provide counter-evidence within a set time (Three Days), Tijarahub.com will determine the product has quality issues.
• If a buyer claims a product has non-visible quality issues, they must provide a testing report from a qualified institution (one of the listed Tijarahub inspection services providers). Tijarahub.com will determine the quality based on the test results.
• If a buyer claims a product infringes upon others’ rights with evidence, the seller must provide evidence of legal source or authorization. If the seller can’t, Tijarahub.com will determine the product infringes upon others’ rights.
• If neither party can provide conclusive evidence, Tijarahub.com can designate a third-party agency to conduct testing and appraisal. The results will be used as the basis for identification
• If the products delivered by the Seller have quality problems, inconsistent descriptions, or infringement issues, Tijarahub.com supports the return of products and refunds to the buyer. If the products cannot be returned due to their nature, objective conditions, or local laws and regulations, Tijarahub.com supports a refund by communicating with the Seller to reach the best agreement, If not reached Tijarahub.com has the full right to take further actions
• If part of the products delivered by the Seller have quality problems, inconsistent descriptions, or minor defects or flaws that do not affect the main functions of the products, Tijarahub.com supports a refund by communicating with the Seller to reach the best agreement, if not reached Tijarahub.com has the full right to take further actions.
• The seller and buyer can agree on testing and appraisal costs for quality problems and infringement issues. If not agreed upon or if Tijarahub.com designates a testing or appraisal agency, Tijarahub.com has the right to determine how to share the relevant expenses based on liability.

 

Termination

• Termination of Dispute Resolution: Tijarahub.com can end the dispute resolution process under certain circumstances, such as if the dispute is outside the scope or timeframe of these rules, if the applicant withdraws their application, or if an arbitration institution has made a decision.
• Resolution through Consultation: The dispute resolution process can also be terminated if both parties agree to resolve the dispute through consultation, or if they agree to submit the dispute to another trade dispute settlement institution.
• Chargebacks and Violations: If a buyer applies for a chargeback for a disputed transaction while also applying for dispute resolution, or if either party violates other rules of Tijarahub.com, the dispute resolution process can be terminated.
• Forgery and Legal Violations: The process can also be terminated if either party submits evidence that is not authentic, forged, altered, or otherwise violates applicable laws and regulations. 

Supplementary Provisions

• Dispute Resolution: If there are specific rules for dispute resolution in the official activity rules or other specific types of trading rules of the Tijarahub.com International Platform, those rules will apply.
• Effect of Rules: Transactions that have not been processed after these Rules take effect or are modified will be governed by the effective or modified rules.
• Amendments to Rules: Tijarahub.com will amend these Rules from time to time. The amendments will take effect upon the expiration of the public announcement.
• Language: In case of any inconsistency between the English and any other language versions of these Rules, the English version will prevail.

 

 

 

Tijarahub Return, Refund, and Cancelation Support contacts:

Customer Support contacts: CustomerSupport@Tijarahub.com

If your Seller is from UAE, Customer Services Phone number: is +971-45230713 or WhatsApp: +971-544206074

If your Seller is from Egypt, Customer Services Phone number: is +20-227541414 or WhatsApp: +20-158167243

If your Seller is from Turkey, Customer Services Phone numbers: is +90-8503096849 or WhatsApp: +90-5346831310