Gidun Returns and Refunds Policy

Last updated on November 23 2025

1. Overview and purpose of this Returns and Refunds Policy

This Returns and Refunds Policy explains when and how buyers can send items back or receive their money back for orders placed on Gidun, and what responsibilities sellers have when that happens. It is written to give clear expectations for both sides of a transaction so that everyone understands what will happen if an item is defective, damaged, not as described, arrives very late or simply does not work out for the buyer within the allowed limits. The goal is to provide a fair, predictable and transparent framework that protects honest buyers and honest sellers while discouraging abuse.

This document consolidates and replaces the separate refund and returns guidelines previously described on Gidun. It is a single global marketplace policy that applies to all orders placed through Gidun, subject to mandatory consumer laws in each region. Individual sellers may not weaken these rules, though they are free to offer more generous terms that go beyond this baseline. Buyers should think of this policy as the main reference for what happens with both products and payments when a purchase does not go as planned.

1.1 Unified policy combining returns and refunds

In earlier drafts the rules for returns, replacements and refunds were described in separate documents. This unified Returns and Refunds Policy brings those topics together in one place so that you do not need to switch between multiple pages to understand your rights and responsibilities. When this policy talks about returns, it is describing what happens to the item. When it talks about refunds, it is describing what happens to the money. Both aspects are closely linked and are now handled through a single unified framework.

Where this policy refers to a replacement, it means sending the same or a similar item again instead of sending money back. In many situations a replacement is the easiest and most satisfying resolution for everyone. In other situations a refund is more appropriate. This policy explains how those choices are made and how they interact with shipping, seller performance and local consumer law.

1.2 Global marketplace but local law aware

Gidun is a global marketplace. Buyers and sellers may be located in different countries and even on different continents. This policy is intended to give a consistent experience across borders. At the same time, Gidun recognises that many countries and regions have their own consumer protection laws that cannot be waived. Nothing in this policy is intended to remove or limit mandatory rights that buyers have under local law.

If there is a conflict between this policy and a law that gives buyers stronger rights, that law will govern the specific transaction affected, while the rest of this policy continues to apply where it is compatible. If local law is less protective or silent on a particular question, this policy sets the minimum standard for Gidun transactions. Both buyers and sellers should keep this interplay in mind whenever they read a rule in this document.

1.3 Central role of this policy in the Gidun experience

The Returns and Refunds Policy is a central part of the Gidun experience. When buyers and sellers agree to the Terms of Service, they also agree that their transactions are subject to this policy. It works closely with the Shipping Policy, with the Seller Terms, with the Prohibited Items rules and with the Privacy Policy. Those documents together form the overall legal and operational framework for the marketplace.

If a dispute arises about a return, a replacement or a refund, this policy will be one of the first references that Gidun uses to decide what should happen. It is therefore important that buyers and sellers take the time to read and understand it before doing business on Gidun. Clear shared expectations are one of the best tools for avoiding confusion and conflict later on.

2. Scope and relationship with other Gidun policies

The scope of this policy is broad. It covers most situations in which a buyer might want to send an item back or receive money back, as well as many situations in which a seller is required to cooperate with those processes. At the same time, the policy does not try to repeat everything that appears in other Gidun documents. Instead it focuses on the particular questions related to returns, replacements and refunds and then cross references other policies where they deal with related topics in more depth.

Understanding how this policy fits alongside the rest of the Gidun framework will make it easier to see where to look for certain details. For example, questions about shipping risk and delivery scans are mostly handled in the Shipping Policy, while questions about account suspensions or misuse of the site are handled in the Terms of Service and the Seller Terms.

2.1 Link to the Shipping Policy

The Shipping Policy explains how shipping works on Gidun. This includes which party is responsible for shipping, how handling times are defined, what shipping methods are acceptable and when risk of loss passes from seller to buyer. Those details are important when deciding whether a refund is appropriate and who should bear costs related to shipping.

For example, if a package is confirmed lost by the carrier, it is the combination of this Returns and Refunds Policy and the Shipping Policy that explains whether the buyer will receive a refund, whether original shipping fees will also be refunded and how the seller should pursue any claim with the shipping company. Buyers and sellers should always read shipping and refund rules together, especially for cross border orders or high value items.

2.2 Link to Seller Terms and Prohibited Products

Sellers on Gidun agree to the Seller Terms. Those terms require sellers to follow this Returns and Refunds Policy as a condition of using the marketplace. Sellers may not write their own store policies that reduce buyer rights below the standards set here. They may offer more generous rights, such as longer return periods or free return shipping, provided that these additional benefits are clearly communicated before purchase.

The Prohibited Items rules list products that cannot be sold on Gidun at all. If a buyer purchases a product that is later found to violate those rules, Gidun may still provide a refund to the buyer even if the buyer did not recognise that the product was prohibited. Gidun will then handle any financial recovery and enforcement actions with the seller separately. Buyers should not be left to absorb losses because a seller attempted to list a product that should not have been offered in the first place.

2.3 Link to Privacy Policy and data handling

The Privacy Policy explains how Gidun collects, uses and protects personal data, including data processed when handling returns and refunds. For example, when Gidun investigates a dispute about a defective item, it may review messages, photos, shipping scans and account history. These processes involve personal data, which will be handled in accordance with the privacy commitments that Gidun has made to its users.

Return and refund data may also be used to detect patterns of abuse or fraud, to improve marketplace quality and to inform decisions about seller performance and buyer trust. These uses are described in the Privacy Policy, and nothing in this Returns and Refunds Policy changes those commitments. Users who want to know more about how their data is handled in the context of disputes and refunds should review that document.

3. Who and what this policy covers

It is important to be clear about who can rely on this policy and what kinds of orders are covered. This section explains which buyers and sellers are subject to these rules, what types of products and services are included and which activities fall outside the scope of this document. Clarity on scope helps avoid misunderstandings later on and makes it easier to know when a particular situation is covered.

In simple terms, this policy applies whenever a buyer uses Gidun checkout to pay a seller through the marketplace and the order appears in the buyer account and the seller dashboard. Orders that are arranged entirely off platform or paid outside Gidun systems are not covered by this policy and are undertaken at your own risk.

3.1 Covered buyers and sellers

Every buyer who has a Gidun account and uses it to purchase from sellers through the platform is covered by this policy, whether they are an individual consumer or a business customer, except where local law explicitly treats business customers differently. Buyers do not need to pay any extra fee or join a premium programme to be protected by these rules. As long as the purchase is made through Gidun using approved payment methods, the policy applies.

Every seller who lists products or services on Gidun and accepts orders through Gidun checkout is also bound by this policy. Sellers may not choose to ignore it or to handle returns and refunds purely according to their own preferences. They agree as part of the Seller Terms that this policy sets the minimum standards for how they will respond to buyers in trouble and how they will cooperate with Gidun in resolving disputes.

3.2 Covered orders and product types

This policy covers most orders involving physical goods that are shipped from sellers to buyers. It also applies to some other product types, such as digital downloads, gift cards and services, although these categories have special rules detailed later. Pre order and made to order items are covered once they have been delivered, subject to any clearly stated special conditions that were disclosed on the product page before purchase.

A transaction is considered a covered order when payment is processed through Gidun using approved methods and when the order appears in Gidun systems as a valid marketplace transaction. If a buyer chooses to pay a seller directly outside Gidun payment tools, either online or in person, that payment is not considered a Gidun order and is not protected by this Returns and Refunds Policy. Gidun strongly discourages off platform payments for this reason.

3.3 Marketplace minimum standards for all sellers

The rules in this policy are marketplace wide minimum standards. Sellers may not create more restrictive refund rules for Gidun buyers even if they use such rules on their own independent sites. For example, a seller that offers no refunds on its private website may still be required to allow returns and refunds for Gidun orders because the Gidun policy is more generous. If a seller wants to offer better protection than this policy, such as longer windows or unconditional money back guarantees, they are welcome to do so, provided they comply with local laws and clearly inform buyers.

If a seller publishes store terms on Gidun that conflict with this policy, Gidun will interpret those terms in a way that favours the buyer where the conflict exists, except where local law requires a different approach. Gidun may also ask the seller to update or remove conflicting language to avoid confusion.

4. Time windows and eligibility for returns and refunds

Refund rights and return rights are closely tied to time. Buyers need to know how long they have to act, and sellers need to know when a sale becomes final. This section explains the standard thirty day window, shorter seven day windows for certain problems, and the possibility of different windows for particular products or campaigns. It also addresses what happens when requests come in after those windows have closed.

Gidun has chosen time frames that aim to balance the interests of both buyers and sellers. Buyers get a fair chance to inspect items and decide whether to keep them, while sellers are not left waiting indefinitely to know whether a sale will hold.

4.1 Standard thirty day window

For most products, buyers have thirty days from the date of delivery or from the first attempted delivery to request a return, replacement or refund. Delivery is normally determined using carrier tracking information. This thirty day period applies to both refunds and replacements unless a specific category or promotion clearly states a different rule on the product page before purchase.

During this thirty day window, buyers should unpack items carefully, check for visible damage, verify that the correct product has arrived and test the item in a normal and responsible way to ensure that it functions as reasonably expected. If any issue arises, buyers should start the process described in this policy as soon as possible rather than waiting until the final day. Acting early allows more time for dialogue, investigation and shipping, which usually leads to smoother outcomes for everyone.

4.2 Shorter seven day windows for damage and shipment errors

Certain problems must be reported quickly to be handled properly. If an item arrives damaged in transit, or if items are missing from a shipment, or if the wrong items are delivered compared to what appears in the order, buyers must report these issues within seven days of delivery. This shorter period allows carriers and sellers to investigate while information and packaging are still available and helps prevent confusion about where the damage occurred.

When reporting such issues, buyers should take clear photos of the outer packaging, inner packaging, shipping label and the items themselves, and should provide these through the Gidun system along with a written description. Failing to report damage or shipping errors within seven days may make it harder to verify what happened and may reduce the remedies that are available, especially in regions where shipping disputes must be raised promptly under local law.

4.3 Category specific and campaign specific windows

Some categories of products may have different refund or return windows than the standard thirty day period. Examples could include products with special warranty schemes, highly time sensitive goods or items that are subject to local legal requirements that define longer or shorter periods. If a product has a specific return or refund window that differs from the standard rule, that information must be clearly displayed on the product page in terms that ordinary buyers can understand.

In addition, Gidun may occasionally run promotions, such as extended holiday return and refund programmes, where qualifying purchases receive a longer window for returns and refunds. When such campaigns are active, their conditions will be announced on site or in marketing communications. Orders that meet those conditions will benefit from the extended rules in addition to the other protections in this policy. After a campaign ends, new orders will revert to the standard rules, but earlier qualifying orders will retain their enhanced rights.

4.4 Time to send back approved returns

Once Gidun or the seller has approved a return request and provided instructions, buyers must ship the item back within a reasonable period. Unless a different period is clearly communicated in the approval message, the standard expectation is that buyers will send the item within fourteen days after approval. This gives buyers enough time to package the item safely, choose a shipping method and hand the parcel to a carrier without undue pressure.

If the buyer does not send the return within this timeframe, and does not provide a valid reason, the return and refund request may be closed. Closing the request in this way generally means that the buyer loses the right to a return or refund for that item under this policy, subject to any non waivable local laws. Buyers should always retain shipping receipts and tracking information as proof that they have sent the item within the required period.

4.5 Late requests and exceptions

Refund and return requests submitted after the applicable window has expired may be declined unless a non waivable local law requires acceptance or Gidun has given a specific written guarantee that extends the timeframe. However, Gidun recognises that some defects or legal issues may only emerge later. For example, serious safety defects might justify refunds or other remedies beyond the normal period in certain regions.

When a request is clearly outside the standard window, Gidun will consider the circumstances, including the nature of the problem, any relevant local laws and the behaviour of both buyer and seller. In exceptional cases, Gidun may choose to grant a refund or other remedy on a discretionary basis. These exceptions do not change the general rules but ensure that Gidun can act fairly when unusual facts arise.

5. Reasons and scenarios for returns and refunds

Not every situation justifies a return or a refund. This section explains the main scenarios in which buyers may be entitled to send items back or receive money back, and also outlines situations where refunds may be declined. The intent is not to cover every detail, but to provide clear guidance on the most common reasons that buyers raise and on how those reasons are treated under this policy.

In many cases, issues fall into one of two broad categories. Either there is a problem that is primarily the seller responsibility, such as a defect or misdescription, or the situation is primarily driven by buyer preference, such as change of mind. The remedies available, and who pays associated costs, are often different in those two categories.

5.1 Defective items and performance problems

If a product is defective or does not function as reasonably expected based on its description and normal usage, the buyer may be entitled to a return, replacement or refund. Defects include manufacturing faults, persistent malfunctions, missing essential components and significant quality issues that prevent normal use. Buyers should report defects as soon as they become aware of them and should provide a clear description, along with photos or videos where possible.

Where a defect is confirmed, Gidun may require the seller to offer a replacement, to accept a return and issue a refund, or to offer another fair remedy consistent with local law. If replacements are available and the buyer still wants the product, a replacement may be preferred. If replacements are not available or the buyer no longer trusts the product due to repeated failures, a refund may be more appropriate. Gidun will have final authority to determine which option is best in each case.

5.2 Items not as described or wrong items

If an item is significantly not as described, buyers may be entitled to return it and receive a refund or replacement. Significant differences include receiving a different model than advertised, missing major features, receiving a substantially different material or specification or being misled by images and text that do not match the actual product. Minor differences that do not alter essential characteristics may not qualify, but clear misrepresentation will trigger this policy.

If the wrong item is shipped altogether, such as a totally different product, incorrect colour or wrong size that does not match the order, buyers are also entitled to seek a remedy. In many such cases, the seller will be expected to pay for return shipping or provide a prepaid label, and then either send the correct item or agree to a refund. If the seller cannot or will not fix the mistake, Gidun may step in to issue a refund and handle cost recovery from the seller.

5.3 Damage in transit and problems with delivery

When items are damaged in transit, buyers should report the issue within seven days of delivery and provide photos that include both the packaging and the item. Gidun will consider the evidence, shipping records and any carrier reports. If it is clear that the item was damaged before it reached the buyer and not due to buyer handling, a refund, replacement or other remedy may be provided. The specific outcome will depend on the severity of the damage, product availability and applicable laws.

If a package is confirmed lost in transit by the carrier or by Gidun investigation, the buyer may receive a refund. Confirmed loss usually means that tracking data and carrier statements together show that the package has not been delivered and is unlikely to be found. Gidun will aim to ensure that neither honest buyers nor honest sellers are unfairly penalised. Sellers are strongly encouraged to choose shipping methods that include tracking and, where appropriate, insurance, as they will need to work with carriers and insurers when loss occurs.

5.4 Extremely late deliveries and failure to dispatch

Sometimes items are delivered but only after a delay that goes far beyond what a reasonable buyer would expect based on the estimated delivery window and any communication from the seller. When delivery is extremely late and the buyer no longer wants the item, Gidun may grant a refund and require a return or may authorise cancellation in advance of delivery if further delay is likely. The decision will take into account the original estimate, the nature of the product, the reason for delay and any legal requirements.

If a seller fails to dispatch an order within the handling time promised on the product page and does not offer a satisfactory plan to correct the issue, Gidun may cancel the order and issue a refund without waiting for further action by the seller. Repeated failures to dispatch on time may affect the seller account health, visibility and access to marketplace features under the Seller Terms.

5.5 Buyer change of mind and preference

The policy recognises that buyers may sometimes change their minds even when the product is exactly as described and functions properly. In general, Gidun allows returns and refunds for change of mind, subject to several conditions. The buyer must initiate the request within the standard thirty day window, the product must be unused and in resellable condition, and it must be returned in the original packaging with all accessories, manuals and tags intact.

When the reason for the return is buyer change of mind or another buyer driven preference, the buyer is normally responsible for the cost of return shipping. In addition, original shipping fees are usually not refunded in such cases. Partial refunds may be used in certain buyer driven scenarios where an item is not in perfect condition, but only when both buyer and seller voluntarily agree to that outcome and when it does not reduce rights that the buyer would otherwise have under this policy or under local law. Sellers may not impose unilateral partial refunds instead of full remedies that a buyer is entitled to.

5.6 Misuse, intentional damage and wrongful handling

If there is clear evidence that a buyer has misused a product, intentionally damaged it or handled it in ways that obviously go beyond normal use, Gidun may refuse to grant a refund even if a defect or damage now exists. Misuse might include ignoring safety instructions, using products in ways far outside their intended purpose or making alterations that directly cause failure. Sellers who suspect misuse should provide detailed explanations and photos or other documentation.

Gidun will review evidence from both sides and will decide whether the problem is more likely due to seller responsibility, normal wear or misuse. When misuse appears to be the primary cause, Gidun may decline refunds and may also consider limiting the buyer access to return and refund features in the future, especially if this behaviour becomes a pattern.

6. Non returnable and special product categories

Not every item can be treated the same way for returns and refunds. Some categories raise practical, legal or ethical issues that require special rules. This section describes product types that are generally non returnable or non refundable, except in very specific circumstances, and explains why these restrictions exist. These rules are intended to protect both buyers and sellers and often reflect common regulatory practices in many regions.

Even in these categories, buyers may still have rights in cases of serious defect, misdescription, technical failure or mandatory legal protections. Those rights are not removed by the rules below, but they may be narrower than rights for standard physical goods.

6.1 Digital products and electronic content

Digital products such as software downloads, digital books, audio and video content, access codes and similar items are usually non returnable and non refundable once they have been successfully delivered or accessed, except where law requires otherwise or where there is a clear technical or billing error. Once a digital product has been downloaded or accessed, it cannot meaningfully be returned in the same sense as a physical item.

If a buyer cannot access a digital product due to a technical problem on the seller or platform side, or if they are charged twice for the same content, Gidun may require a refund or a correction. Buyers should report such issues promptly, providing screenshots or error messages. However, dissatisfaction with the style or content of a digital product after it has been delivered does not normally justify a refund under this policy.

6.2 Gift cards, stored value products and similar items

Gift cards, stored value products and similar instruments that represent monetary or credit value are normally non refundable once delivered and activated, except where local law provides a specific right to a refund or where there is a clear technical fault. These items function like money within certain boundaries and allow the recipient to make future purchases, so unrestricted refunds could create opportunities for abuse.

If a gift card or stored value code does not work on first use and records show that it has not already been redeemed, Gidun may require the seller or issuing partner to correct the problem or provide a replacement. Once a code has been used or once value has been spent, refunds are not usually granted. Buyers and recipients should store such instruments securely and should not share codes publicly.

6.3 Custom, personalised and made to order items

Custom, personalised and made to order items are often created specifically for a single buyer based on personalised information, design choices or measurements. Because these items may not have value for other purchasers, they are typically non refundable for change of mind once creation has begun or once they have been delivered in acceptable condition. Buyers should review their custom instructions carefully before placing orders and should contact sellers quickly if they notice a mistake.

Despite this, custom items can still be returned and refunded when they are defective, significantly not as described or when they do not match agreed specifications. A severe mismatch between what was ordered and what was provided will usually justify a remedy even for customised goods. Listings for such items should clearly indicate any non refundable aspects so that buyers understand the limits before committing to purchase.

6.4 Intimate, hygiene related and safety items

Intimate products, hygiene related items and certain safety related goods require special handling to protect health and safety. As a general rule, such items are non returnable and non refundable once opened, except when there is a verified defect or a serious safety issue. Allowing returns of opened intimate or hygiene items could expose future buyers to risk, which Gidun considers unacceptable.

If an intimate or hygiene related product has a clear manufacturing defect, or if safety gear fails to meet basic safety expectations despite proper use, buyers should report the issue promptly and provide evidence. In such cases, Gidun may grant a refund or replacement as appropriate. Buyers should avoid opening tamper evident packaging unless they are reasonably confident that they wish to keep the item or need to inspect it within normal limits.

6.5 Perishable goods and time sensitive products

Perishable goods and time sensitive products, such as some food items, flowers or items tied to specific dates, are generally non refundable for change of mind once they have been delivered in acceptable condition. Their value and safety can deteriorate quickly depending on time and storage, and returning them by post is often impractical or unsafe.

If such a product arrives spoiled, unsafe or clearly not fit for its intended use and the buyer documents this promptly with photos and descriptions, Gidun may require a refund or partial refund, or may authorise a replacement where feasible. Sellers who offer perishable goods must comply with all relevant health, safety and labelling laws and must use appropriate packaging and shipping methods to minimise risk during transit.

6.6 Services and non product offerings

Where Gidun allows services to be offered, such as digital consulting, creative work or other non product offerings, those services are generally non refundable once they have been fully performed, except where local law requires otherwise or where the service clearly does not match its description. Buyers should review service descriptions carefully and clarify expectations with the seller through Gidun messages before placing orders.

If a service has only been partially performed or has been performed in a way that is clearly defective or inconsistent with what was promised, Gidun may consider refunds or partial refunds on a case by case basis. The approach will depend on the type of service, the amount of work completed and the evidence provided by both buyer and seller.

7. Condition of returned items, packaging and data

The condition of returned items is central to determining whether a return is accepted and what level of refund is appropriate. This section explains the duties of buyers to care for items, the importance of original packaging and the specific responsibility that applies to devices that can store personal data. These rules are intended to keep the process fair and to prevent situations where sellers are asked to absorb losses caused by avoidable buyer behaviour.

Buyers who handle items with reasonable care during the decision period and who follow packaging instructions for returns are much more likely to receive smooth and favourable outcomes under this policy.

7.1 Duty of care while items are in buyer possession

Buyers are expected to take reasonable care of items while they are in their possession. This includes handling them in a way that is consistent with ordinary inspection and testing but avoiding use that goes beyond what would normally be acceptable in a store environment. For clothing, this might mean trying an item on indoors for size. For electronics, it might mean powering the device on and checking basic functions without exposing it to unnecessary risk.

If an item shows signs of heavy use, damage or contamination that go beyond normal testing and the reason for the return is buyer change of mind, Gidun may decline the return and refuse a refund. The policy does not allow sellers to impose unilateral partial refunds purely to account for wear when the buyer has already caused a loss of value through their own choices. Buyers therefore have a strong reason to treat products carefully while they decide whether to keep them.

7.2 Original packaging and completeness of returns

In most cases, items must be returned in their original packaging with all accessories, manuals and tags included. Original packaging helps protect items during return shipping and allows sellers to resell the products where appropriate. It also reduces confusion about missing parts and ensures that the product is presented as intended by the manufacturer. Buyers who discard packaging before deciding to keep an item may find that they cannot return it later.

This policy does not create general exceptions to the requirement for original packaging and completeness. In narrow circumstances where a binding local law requires acceptance of returns even without full packaging, Gidun will comply, but otherwise keeping packaging until you are sure that you will keep the product is a sensible and often necessary step.

7.3 Data removal and security for devices

Devices that can store personal data, such as phones, computers, tablets and smart home equipment, require special attention before they are returned. Buyers are responsible for removing or securely wiping their personal data from such devices before sending them back. This includes logging out of accounts, removing personal files, disabling locks and removing any secondary security measures that could prevent inspection or future use.

If personal data remains on a device when it is returned, buyers may expose themselves to privacy risks, and it may also complicate the processing of the return. If a device cannot be accessed or reset due to remaining locks, the return may be delayed while Gidun or the seller seeks further information. Buyers should follow any instructions from manufacturers or sellers on how to wipe devices safely and should ensure that any backups they need are created before initiating the reset process.

8. How to request returns and refunds

The way buyers request returns and refunds is important for efficient and fair handling. Using the correct channels helps ensure that requests are properly recorded, that sellers can respond and that Gidun can step in when needed. This section explains the standard process for initiating return and refund requests, the role of sellers and the role of Gidun.

Requests that are made entirely outside the platform, such as private messages or informal conversations, may not be recognised as official requests and may not receive protection under this policy. Buyers and sellers should therefore keep communications about returns and refunds on Gidun whenever possible.

8.1 Initiating a request through the Gidun account

To request a return or refund, buyers should sign in to their Gidun account and go to their order history. Each order will have options to report a problem, request help, request a return or request a refund. By selecting the appropriate option, buyers can answer a short series of questions that help classify the issue. The system may ask whether the problem relates to defect, damage, missing items, not as described, late delivery or change of mind.

The buyer should provide a clear written explanation and attach supporting photos or videos where those are relevant, especially for damage, defect and misdescription cases. This information is stored in Gidun systems and provides the basis for seller review and, if necessary, Gidun review. Requests made in this way are timestamped, which helps confirm whether they fall within the applicable time windows set out earlier in this policy.

8.2 Seller response and first line resolution

Once a request is submitted, it is usually sent first to the seller for review. Sellers are expected to respond within a reasonable time, typically within twenty four hours where possible. The seller may agree to the request and provide return instructions, may ask for more information, may propose a replacement or may explain why they believe a refund is not appropriate under this policy.

Many issues can be resolved at this stage through clear communication and cooperation. For example, a seller might agree to send a missing accessory rather than requiring a full return, or a buyer might decide that a replacement is preferable to a refund. Gidun encourages respectful and solution focused discussion within the platform messaging system as an important part of keeping the marketplace healthy and user friendly.

8.3 Escalation to Gidun for decision

If a seller does not respond within the expected time, or if the buyer and seller cannot agree on how to resolve the issue, the buyer can escalate the case to Gidun using the tools in their account. Once escalated, Gidun will review the messages, evidence, shipping information and relevant policies and will make a decision that is binding on the parties, subject to mandatory local law.

Gidun may ask for additional clarification or documentation from either side before reaching a conclusion. Both buyers and sellers are expected to cooperate with such requests. When Gidun determines that a refund, replacement or other remedy is required under this policy, the seller must comply even if they would have preferred a different outcome. Sellers who repeatedly ignore or resist such decisions may face enforcement actions under the Seller Terms.

9. Return shipping, risk of loss and shipping fees

Return shipping and risk of loss are key practical issues in any return process. This section explains who is responsible for arranging and paying for return shipping in different scenarios, what level of tracking is required and how risk during the return journey is handled. It also links these concepts to the treatment of shipping fees in refunds.

Clear rules in this area help both buyers and sellers make informed decisions and reduce the potential for conflict about who should pay for what when items move back from buyer to seller.

9.1 Shipping methods and tracking for returns

In most cases, returns should be shipped using services that provide tracking. Tracking information serves as objective evidence of when a package was handed to a carrier, how it moved along its route and when it arrived at its destination. Buyers should always keep receipts and tracking numbers and should share them within the Gidun system so that sellers and Gidun can follow progress.

The specific carrier and service level may depend on the value and nature of the item, as well as any instructions included in the return approval. If Gidun or the seller instructs the buyer to use a particular method and the buyer follows that instruction, responsibility for problems arising from that choice will usually rest with the party who selected the method. If the buyer chooses a cheaper or riskier option without approval, they may bear more of the risk if something goes wrong during the return journey.

9.2 Responsibility for return shipping costs

Responsibility for paying return shipping costs depends mainly on the reason for the return. When the return is due to seller responsibility, such as defects, misdescription, wrong items or clear shipping errors, the seller will usually be expected to cover return shipping costs or to provide a prepaid label, subject to any requirements of local law. In some cases, Gidun may assist by arranging or funding part of the return shipping when that leads to a simpler solution.

When the return is due to buyer change of mind or another buyer driven reason, the buyer is generally responsible for return shipping costs. Buyers should consider those costs when deciding whether to return an item, particularly for low value products where return shipping may be expensive relative to the purchase price. Where law gives buyers specific rights regarding return costs, those rules will be respected even if they differ from the general approach described here.

9.3 Risk during the return journey

While an item is travelling back from buyer to seller, there is always a possibility that it could be lost or damaged. Buyers should package returns securely, ideally using the original packaging, and should choose appropriate carriers and service levels. If a return is lost or damaged because of inadequate packaging or an unreasonable shipping choice made by the buyer, Gidun may reduce or deny a refund, depending on local law and the specific facts.

If the seller provides a prepaid return label or specifies a particular return method and the buyer uses it correctly, the seller or Gidun will generally bear the risk associated with that choice. Any disputes with carriers will then be managed by the party who selected the method. Tracking records will again play a central role in determining what happened, and both buyers and sellers are expected to cooperate with carrier investigations when necessary.

9.4 Treatment of original shipping fees

Original shipping fees are part of the refund question. When a refund is granted due to seller responsibility or shipping problems covered by the Shipping Policy, such as confirmed loss, extreme delay or serious defect, original shipping fees may be refunded in full or in part. The exact approach can vary by category and jurisdiction, and Gidun will take local law into account when making those decisions.

When a refund is granted due to buyer change of mind or other buyer driven reasons, original shipping fees are normally not refunded. The buyer in those cases has received the shipping service that they requested, even if they later decide not to keep the product. This distinction is important to maintain fairness and to prevent unreasonable cost shifting to sellers for decisions that they did not control.

10. How refunds are paid and how long they take

Once a refund has been approved under this policy, buyers naturally want to know how the money will be paid and when they can expect to see it. This section outlines the default payment routes, possible use of store credit and the typical time frames involved. It also explains that some parts of the process are controlled by banks and payment providers rather than by Gidun itself.

Gidun aims to initiate refunds promptly once all conditions for a refund have been met, but it is normal for some delay to occur before the funds become visible in buyer accounts or statements.

10.1 Original payment method as the default route

Whenever possible, refunds will be sent back to the original payment method used for the order. If you paid using a particular card, bank account or digital wallet, the refund will usually return to that same account. This approach keeps records clear and helps ensure that refunds go back to the person who actually made the payment.

In some cases, the original payment method may no longer be active, such as when a card has expired or an account has been closed. In those situations, banks and payment providers often have standard processes for handling incoming refunds, such as routing them to replacement cards or holding them for collection by the account holder. Buyers who are unsure about how a particular provider handles such events should contact that provider directly.

10.2 Store credit and alternative arrangements

If a refund cannot reasonably be processed back to the original payment method, Gidun may offer store credit or Gidun balance as an alternative. Store credit can be used for future purchases and is usually linked to the buyer account so that it is applied automatically at checkout. The use of store credit may also be offered as an option in cases where a buyer prefers to receive credit immediately instead of waiting for bank processing of a normal refund.

In rare circumstances, Gidun may use a different approved payment channel to send a refund, such as a direct transfer, but this will usually require extra verification to prevent fraud and to comply with financial regulations. Buyers should be prepared to cooperate with reasonable verification steps if such alternative methods are needed, while understanding that Gidun will not ask for unnecessary or unrelated personal data.

10.3 Processing times and banking delays

After Gidun initiates a refund, the time it takes for the amount to appear in the buyer account or on their statement depends on the policies and systems of banks and payment providers. Some providers complete refunds within a few business days, while others may take longer. These timings are outside Gidun direct control.

Gidun will provide confirmation that a refund has been initiated and may display that information in the buyer order history. Buyers who do not see funds appear after a reasonable period should first check with their bank or payment provider using any reference information provided by Gidun. If further assistance is needed, buyers can then contact Gidun support through the options described on the Contact Us page.

10.4 Currency differences and rounding

When a purchase involves currency conversion, refunds may also be affected by changes in exchange rates between the time of purchase and the time of refund. Payment providers and banks determine the exchange rate they use at the time they process the refund. As a result, the amount returned in local currency may be slightly higher or lower than the original local currency amount, even though the refunded base amount is the same.

Minor differences due to currency conversion or rounding are common and are not usually treated as grounds for additional claims under this policy. If a buyer believes that a serious error has occurred in the conversion process unrelated to normal rate changes, Gidun can support an investigation with the payment provider, but cannot guarantee that adjustments will be made if the provider confirms that its normal processes were applied.

11. Abuse, fraud and limits on return and refund rights

A fair returns and refunds system depends on honest behaviour from both buyers and sellers. When the system is abused, it harms the entire marketplace by increasing costs, reducing trust and sometimes forcing policies to become stricter. This section describes how Gidun handles potential abuse and fraud related to returns and refunds and explains the ways in which rights under this policy may be limited in response to such behaviour.

The vast majority of users never encounter these measures because they use the marketplace in a straightforward and honest way. The rules here are intended to address the small number of cases where serious misuse occurs.

11.1 Patterns of suspicious or abusive behaviour

Gidun monitors return and refund patterns to detect possible abuse. Examples of concerning behaviour can include unusually high rates of returns for vague reasons, frequent claims that items were not delivered when tracking and carrier data suggest otherwise, repeated reports of damage without clear supporting evidence or returns of items that do not match what was originally shipped.

When such patterns are detected, Gidun may review the buyer account in more detail and may ask for additional information. The aim of this review is not to punish buyers who simply have bad luck or who are careful about quality, but to identify and address deliberate misuse. In many cases, a discussion or clarification will resolve concerns. In serious cases, further action may be taken.

11.2 Limiting rights and blocking abusive accounts

If Gidun concludes that a buyer is engaging in refund fraud or repeated abuse of the returns and refunds process, it may limit that buyer rights under this policy to the extent allowed by law. Limitations may include requiring additional verification for new requests, restricting the number of returns that can be initiated in a given period or, in extreme cases, refusing to grant further refunds through Gidun except where mandated by non waivable consumer laws.

For the most serious forms of abuse, such as using stolen payment methods, returning different items than those received or engaging in organised fraud, Gidun may suspend or permanently block the buyer account from making future purchases. These decisions are taken seriously and are based on available evidence, and Gidun may report certain activities to relevant authorities where required or appropriate.

11.3 Seller abuse and consequences

Sellers can also abuse the returns and refunds system, for example by routinely refusing legitimate requests, making false claims about the condition of returned items, delaying inspections and refunds without reason or trying to pressure buyers into off platform agreements that circumvent Gidun protections. Such behaviour is not tolerated and may result in strong enforcement actions under the Seller Terms.

Actions against sellers may include warning notices, temporary restrictions, withholding of payouts, adjustments to orders, reduced visibility of listings or removal from the marketplace. Gidun will consider the severity and frequency of issues when determining the appropriate response. Sellers who treat buyers fairly and who cooperate constructively with the returns and refunds process will build stronger reputations and will generally find that their experience on Gidun improves over time.

12. Seller responsibilities in returns and refunds

Sellers are central to making this policy work. They control listings, describe products, manage shipping and often receive and inspect returned items. This section summarises the responsibilities that sellers have under the Returns and Refunds Policy and explains how those responsibilities are enforced through the Seller Terms.

Sellers who understand and follow these responsibilities contribute to a positive marketplace environment, attract more buyers and face fewer disputes. Sellers who ignore them may damage both their own standing and the overall trust in Gidun.

12.1 Honouring the policy as a minimum standard

Sellers must treat this Returns and Refunds Policy as a minimum standard for Gidun orders. They may offer more generous rights, such as longer return windows or free return shipping for certain products, but they may not write store policies that give buyers fewer rights than this document provides. Any store terms that are stricter than this policy will be enforced only to the extent that they are consistent with the rules here and with local law.

If a seller promises additional benefits in a listing or store description, those promises become part of their obligations and will be considered by Gidun when resolving disputes. Sellers should therefore ensure that they can honour any special guarantees or extended rules they advertise. Failure to do so may lead to enforcement actions and adjustments in favour of the buyer.

12.2 Timely communication and processing of returns

Sellers are expected to respond to return and refund requests within a reasonable time, ideally within twenty four hours wherever possible. Unless there is a genuine emergency, ignoring requests is not acceptable. Sellers should log in regularly to monitor messages and cases, and should communicate clearly and respectfully with buyers. Even when a seller believes a request falls outside this policy, they should explain their reasoning rather than remaining silent.

When a return has been approved and the item has been sent back, sellers should acknowledge receipt within approximately two business days and should complete inspection and processing within a further short period, normally within three to five business days. Processing includes confirming the condition of the item, reporting any concerns to Gidun and taking the agreed financial action such as initiating a refund or dispatching a replacement. Unnecessary delay can damage buyer trust and may lead to Gidun stepping in directly.

12.3 Cooperation with Gidun decisions and investigations

Sellers must cooperate with Gidun when returns and refunds are escalated for decision. This includes providing requested documents, such as photos of returned items, shipping records, product descriptions and internal logs, as well as answering questions honestly. The goal of these investigations is to understand what happened and to reach a fair outcome that respects both the policy and local law.

When Gidun reaches a decision about a return or refund, the seller must comply even if they disagree with the outcome, subject to any internal appeal mechanisms that Gidun may provide. Repeated refusal to comply with decisions or repeated non cooperation may lead to stronger enforcement measures, including limits on selling privileges, holds on payouts and possible removal from the marketplace.

13. International orders, customs and cross border returns

International orders involve additional complexity due to customs, import taxes and longer shipping routes. This section explains how the Returns and Refunds Policy applies to cross border purchases, who is responsible for customs duties and how returns work across national borders. The aim is to give realistic expectations without promising that every cross border return will be simple or inexpensive.

Gidun supports international trade but also recognises that practical realities are different when goods move between countries. Buyers and sellers should consider these factors before entering into cross border transactions, especially for high value or sensitive items.

13.1 Customs duties, import taxes and related charges

As explained in the Shipping Policy, buyers are generally responsible for customs duties, import taxes and related charges imposed by their local authorities, unless the product page or a specific agreement clearly states otherwise. These costs are part of importing goods and are often beyond the control of both seller and buyer. When a return occurs, customs and tax treatment can vary. Some jurisdictions may allow recovery of duties for returned goods, while others may not.

Gidun cannot guarantee any particular customs or tax outcome for returns. Buyers who wish to understand their local rules should contact relevant authorities or a qualified adviser. When a refund is granted due to seller responsibility, Gidun may take customs costs into account when deciding on a fair solution, but buyers remain responsible for working with authorities in their own country where that is required by law.

13.2 Practical considerations for cross border returns

Cross border returns can be more expensive and slower than domestic returns. Shipping costs may be higher, transit times longer and paperwork more complex. Buyers should should weigh these factors when deciding whether to request a return, especially for lower value items. In some situations, Gidun or the seller may decide that a refund or partial refund without requiring return is more reasonable than insisting on shipment back across the border. Such decisions are discretionary and will be made case by case.

When returns are required, buyers must still follow the normal process for authorisation and must use the return address and instructions provided by Gidun or the seller. They should ensure that customs forms clearly mark the shipment as a return, in line with local standards, to reduce the risk of additional charges. Both buyers and sellers must understand that cross border returns can take longer to complete, and patience may be needed while carriers and customs authorities process the shipment.

13.3 Regional consumer rights and stronger protections

Certain regions, including parts of Europe and other jurisdictions with strong consumer regimes, provide specific rights for online and cross border purchases. These rights may include special cooling off periods, extended responsibilities for defective goods or particular procedures for digital content. Gidun will comply with such rules where they apply and will interpret this policy in harmony with them.

If local law in a buyer region provides a refund right that is stronger or longer than the rights described here, that law will take precedence for that buyer and that transaction. The rest of this policy will continue to apply as far as it is compatible. This approach allows Gidun to offer a consistent core experience while still honouring local legal requirements across the global marketplace.

14. Legal framework, updates and contact information

The final section explains how this Returns and Refunds Policy fits into the overall legal framework of Gidun, how it may be updated over time and how users can contact Gidun with questions or concerns. The marketplace, the law and user needs evolve, so this policy must be able to evolve as well, while still providing a reliable reference for everyday situations.

Understanding how updates work and where to seek help will make it easier for both buyers and sellers to navigate any future changes and to remain confident that they know their rights and responsibilities.

14.1 Relationship to the Terms of Service

This policy forms part of the broader agreement between you and Gidun described in the Terms of Service. That agreement sets out the governing law and dispute resolution mechanisms that apply to your use of the marketplace. Disputes related to returns, replacements and refunds are normally handled through the same processes, including informal resolution efforts and any arbitration or court procedures that may apply, subject to local legal restrictions.

If any provision of this Returns and Refunds Policy is found to be invalid or unenforceable, that does not affect the rest of the policy. The invalid part will be interpreted or adjusted to the minimum extent necessary to comply with the law while preserving its intended purpose where possible. The remaining provisions will continue to apply. Section titles and headings are included for convenience and do not change the legal meaning of the text.

14.2 Mandatory consumer rights and precedence of local law

Nothing in this policy is intended to limit or exclude mandatory consumer rights that cannot legally be waived. If a local law gives buyers additional or stronger rights regarding returns or refunds than those described here, that law will prevail for the affected transactions. In such cases, this policy will be applied in a way that complements those rights rather than replacing them.

At the same time, if a local law is less protective than this policy or silent on a particular issue, the more generous Gidun rule will still apply to transactions on the marketplace. Sellers therefore agree to meet or exceed these standards, even if they would not be required to do so outside Gidun. This balance allows buyers to shop with greater confidence while providing sellers with a clear, structured framework to follow.

14.3 Updates to this Returns and Refunds Policy

Gidun may update this Returns and Refunds Policy from time to time to reflect changes in law, marketplace practices, product offerings, technology or user feedback. When a material change is made, the date at the top of the policy will be updated, and Gidun may provide additional notice through on site messages, emails or other communication channels. Minor clarifications that do not materially change rights or obligations may be made without special notice, but the updated text will always be available on the Gidun site.

By continuing to use Gidun after an updated version of this policy has taken effect, you agree to be bound by the new terms, to the extent allowed by applicable law. If you do not agree with a change that significantly affects your rights or responsibilities, you may choose to stop using Gidun as a buyer or to stop selling on Gidun as a seller and may close your account in line with the Terms of Service. Gidun encourages users to review this policy periodically so that they remain aware of how returns and refunds operate on the marketplace.

14.4 Contacting Gidun about returns and refunds

If you have questions about this Returns and Refunds Policy or about a specific return, replacement or refund situation, you should first check the information available in your Gidun account for the relevant order. Many common questions can be answered by reviewing order details, messages and status updates. If you still need help, you can contact Gidun support using the options described on the Contact Us page.

When you reach out, please provide your order number, a clear description of the issue, a summary of any steps you have already taken with the seller and any relevant supporting material such as photos, screenshots or tracking information. This will help Gidun understand your situation more quickly and provide more accurate assistance. By working together within the framework of this Returns and Refunds Policy and the related Gidun policies, buyers and sellers can resolve difficulties in a way that is fair, predictable and respectful of everyone involved.