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Return Policy

At Cubesnack, we understand that things don't always go according to plan, and that's why we have a worry-free return policy that allows you to change your mind. Our platform allows our sellers to sell with flexibility, which includes using their own return policy as long as it complies with our overall return policy.


Returning items

If you are not satisfied with a product you purchased on Cubesnack and the seller accepts returns, you may initiate a return by going to your account settings > my orders and finding the item you wish to return. Once you open the order, click on Return this item to initiate the return process. If the seller approves your return request, you may bring the item back to the store if you purchased it using In-store Pick Up or Home Delivery. If you purchased the item using Shipping, you'll receive a shipping label in your email if the seller offers Free Returns. If not, you will need to purchase your own postage to send the item back. 

Please note that you have 3 business days to ship the item back to the seller once your return request is accepted. Failure to do so will forfeit your return request.

It's important to return items in their original packaging, unused, and undamaged condition. Any signs of wear and tear, damage, or tampering may result in the return being rejected or prevent the refund from being released. 

If you have any questions about the return process or the seller's return policy, you may contact the seller directly through our in-app messaging feature on Cubesnack. If you're unable to reach or resolve the issue with the seller, or have any issues with the return process, we’ll help you resolve the issue. Please contact Cubesnack Support for assistance with returns.


Non-returnable items

At Cubesnack, we do not accept returns or disputes for certain products, including plants, cut fabric, custom-made items, and groceries (including perishables). Although some sellers may choose to accept returns for these items, it is at their own discretion. Additionally, we are unable to issue a refund if any of these products are modified or tampered with, dirty, stained, or damaged from their original form when purchased. However, the seller may choose to accept your return request under such circumstances, again at their own discretion. We may request you for additional evidence validating your claim.


Returning Gig orders

Please note that all Gigs on Cubesnack are non-refundable as they are digital products and cannot be returned. If you wish to cancel your Gig order while it's still active, you may do so, however, please keep in mind that you will be charged a 5% Order Cancellation fee.

In the event that you have accepted the delivery of your project and feel that you deserve a refund, you may open a case for dispute. Once we receive your refund request, our team will investigate the issue and may request additional evidence to validate your refund claim.

If your refund request is approved by Cubesnack, we will provide a full refund to the original payment method that you used to purchase the order. However, please note that refunds are only approved in exceptional cases where it is deemed necessary to resolve the dispute.


How to handle returns as a Seller on Cubesnack

If you are a seller on Cubesnack, you have the flexibility to create your own return policy for the items you sell on our platform, as long as it complies with Cubesnack's overall return policy. When creating a listing, you can include your return policy for your products on the product detail page. However, if you choose to accept returns, it is important to keep your policy fair and within the guidelines of Cubesnack's return policy.


How do returns impact the Sellers

When a buyer initiates a return, you will receive a return request in the Manage Orders section of your seller settings and in the notifications on the Cubesnack app. As a seller, you have the discretion to accept or decline the return request, within the bounds of your return policy. 

It is important to keep in mind that declining a return request without a valid reason may lead to a dispute with the buyer. In such cases, Cubesnack will conduct a review of the transaction and may issue a full refund to the buyer, deducting the refund amount (including taxes, fees, and other related charges) from your connected bank account or from your sales proceeds that are being held by Cubesnack. This will be done if we determine that the buyer's return request is valid or if you have violated Cubesnack's overall return policy. Therefore, we strongly recommend you carefully consider the reason for declining a return request to avoid any disputes and maintain a good buyer-seller relationship.

At Cubesnack, we deeply value our buyers and sellers, and strive to provide a seamless marketplace experience that provides trust and peace of mind. We recommend that you carefully read the return policy of each seller before making a purchase. The seller's return policy can be found towards the bottom of their listing. If you have any questions or concerns about a seller's return policy, please reach out to Cubesnack Support at report@cubesnack.com.


How to handle returns as a Seller

When a buyer initiates a return, it is important to follow the best practices for customer satisfaction. We recommend that you carefully review your return policy and accept or decline the buyer’s return request accordingly. If you determine that the return request is unreasonable or outside the bounds of your return policy, we strongly recommend that you communicate directly with the buyer using our in-app messaging feature to resolve the issue. 

It is important to keep all conversations on Cubesnack as it helps us resolve the issue in case a dispute arises. Cubesnack will not be responsible for any conversations that took place outside the Cubesnack app.

Furthermore, if you’re unable to resolve the issue directly with the buyer or are unable to determine whether to accept or decline the return request, you may contact Seller Support for further assistance.

It is important to note that declining a return request without a valid reason, or receiving more than two reports for your seller account within a 30-day period, may result in the temporary suspension of your seller account and the withholding of any pending proceeds for the sales you have made on Cubesnack until we determine that you’re eligible to sell with Cubesnack again. Under extreme circumstances of violation, we may permanently close your seller account and prevent you from selling on Cubesnack in the future.

If you have any questions or concerns regarding our return policy, please contact us at support@cubesnack.com.