Refunds & Returns Policy

1. Purpose and Scope

This Refunds & Returns Policy (“Policy”) governs all return and refund requests initiated through Gumliz.com (“Gumliz”), a marketplace platform operated by Gumliz Inc. As a facilitator of transactions between independent sellers and buyers, Gumliz is not the seller of record but oversees the integrity and fairness of the refund process.

2. Definitions

• Buyer: A registered user who purchases goods on Gumliz.com.
• Seller: A third-party vendor listing books for sale on Gumliz.
• Refund: Reimbursement of funds to the Buyer following a valid claim.
• Returnable Goods: Physical books eligible for return under this Policy.
• Non-Returnable Goods: Items excluded from refund eligibility under Section 8.
• Dispute: A formal case opened with Gumliz Support after failed resolution with the Seller.

3. Eligibility and Timeframe

Buyers may submit a return or refund request within 30 calendar days from the estimated delivery date. Requests made beyond this period may be declined unless justified by extraordinary circumstances (e.g., fraudulent item, concealed damage, carrier loss).

4. When Are You Eligible for a Refund?

• The item received is materially different from the listing (e.g., wrong format, edition, language, condition).
• The item is damaged or defective upon arrival (e.g., torn pages, water damage, broken spine).
• The item is counterfeit, pirated, or violates copyright law.
• The item is not received and tracking fails to confirm delivery within 15 business days after expected arrival.
• The item violates Gumliz’s content policy (e.g., banned, illegal, unauthorized content).

5. Step-by-Step Return Procedure

1. Step 1 – Contact the Seller
   Buyers must first attempt resolution with the Seller via Gumliz’s internal messaging system. Sellers are required to respond within 3 business days.
2. Step 2 – Request a Return
   If the Seller agrees to accept the return:
   • The Seller may issue a prepaid return label (if return is due to their error).
   • The Buyer must pack the item securely and ship it using a trackable method.
   • The Buyer should retain the shipping receipt until the return is confirmed.
3. Step 3 – Escalate to Gumliz (If Needed)
   If the Seller does not respond or denies a valid claim:
   • Email [email protected] within 5 business days of failed resolution.
   • Include:
     • Order number
     • Photos of the item, package, and issue
     • Proof of seller communication
     • Your preferred resolution (refund, replacement, credit)
4. Step 4 – Refund Issuance
   If approved, refunds are processed to the Buyer’s original payment method within 5–7 business days after the returned item is received and verified.

6. Seller Responsibilities

• Maintain clear and truthful listings.
• Respond to buyer messages promptly (within 3 business days).
• Honor returns when conditions in Section 4 apply.
• Issue refunds within 5 business days of receiving a valid return.

7. Return Shipping

• Seller’s Error: Return shipping costs are covered by the Seller. Gumliz may facilitate prepaid labels when applicable.
• Buyer’s Discretionary Return: Buyer is responsible for return shipping when returning due to personal reasons (e.g., changed mind).

All returns must be shipped with tracking.

8. Non-Returnable Items

• Books marked “Final Sale” or “Non-Returnable.”
• Custom-printed or personalized books.
• Items damaged after delivery due to misuse.
• Returns sent without prior authorization.

9. Abuse of Policy

Repeated or fraudulent refund attempts may result in:

• Account suspension or termination
• Withholding of seller payouts
• Investigation and legal referral

10. Governing Law & Jurisdiction

This Policy is governed by the laws of the State of California. All legal disputes arising under this Policy shall be resolved exclusively in the state or federal courts located in Los Angeles County, California.

11. Amendments

We reserve the right to modify this Policy at any time without prior notice. Updates will take effect upon publication on this page.

12. Contact

If you have questions or need assistance:

Gumliz Support Team
Email: [email protected]