CuteMesh.com Refund & Returns Policy

Effective date: 1/1/2025
Last updated: 1/1/2025

This Refund & Returns Policy (“Policy”) explains when and how buyers may obtain refunds on CuteMesh.com and the obligations of vendors across all trading modules. By using CuteMesh.com, you agree to this Policy, our Terms of Use, Vendor Agreement, Acceptable Use Policy, and any module-specific rules.

CuteMesh.com acts as a marketplace facilitator. Refunds are primarily handled by the vendor, subject to the minimum standards below. CuteMesh.com may intervene to mediate disputes and, where necessary, issue a resolution that may include refunds, credits, or denial of claims.

1) Global Principles (Apply to All Modules)

1. Minimum Standards: Vendors must meet or exceed the refund standards below. If a vendor’s posted policy conflicts with these minimums, this Policy controls.
   
2. Misrepresentation / Not-as-Described: If an item, service, or listing materially differs from its description, a full or partial refund may be issued, including reasonable return shipping where applicable.
   
3. Defective / Damaged on Arrival: Vendors must offer a remedy (replacement, repair, or refund). Buyers must provide photographic/video evidence within 48 hours of delivery or service completion unless otherwise stated.
   
4. Communication Windows: Vendors must respond to refund/return requests within 2 business days. Failure to respond allows CuteMesh.com to decide on the claim.
   
5. Return Shipping Costs:
   • Buyer’s remorse / change-of-mind: Buyer pays.
     
   • Vendor fault (defective, wrong item, misdescribed): Vendor pays.

6. Processing & Platform Fees: Payment processing and platform fees are generally non-refundable unless the refund is due to vendor/platform error or mandated by law/payment processor.
   
7. Chargebacks: If a buyer files a chargeback, CuteMesh.com may place a hold on vendor funds and charge a chargeback handling fee if the chargeback is upheld.
   
8. Taxes, Customs & Duties: Typically non-refundable unless mandated by law or refunded by the applicable authority.
   
9. Evidence Requirements: Buyers must submit order numbers, photos/videos, correspondence, and any relevant proof to support a claim.
   
10. Resolution Hierarchy: Buyer ↔ Vendor negotiation → Platform mediation → Legal/arbitration (as per Terms of Use).

2) Module-by-Module Policy Matrix (Quick View)

Module	Standard Refund Window	Eligible Refund Reasons	Non-Refundable Cases	Notes
Marketplace (Fixed-Price Products)	14 days from delivery for change-of-mind (if allowed by vendor); 30 days for defective/misdescribed	Defective, damaged, not-as-described, wrong item	Custom/personalized goods (unless defective), hygiene-sensitive items once opened	Restocking fee up to 10% allowed for change-of-mind (disclose in listing)
Auctions	Only if not-as-described, counterfeit, or never delivered	Misrepresentation, non-delivery, counterfeit	Buyer’s remorse; bid retraction after auction end	All sales are generally final unless vendor fault
Services / Freelance	Milestone-based: within 7 days of each milestone delivery; no-refund after full acceptance	Non-performance, late delivery without cure, material deviation from agreed scope	Completed and accepted milestones; intangible consulting once delivered	Use clear SOW, milestones, and acceptance criteria
Job Listings	Within 24–48 hours if listing not published / technical failure	Duplicate charges, non-publication, platform error	Successful posting & exposure	Credits may be offered in lieu of cash refunds
Event Listings	Full refund if event is cancelled; option to refund or accept new date if postponed	Cancellation, significant change in date/venue/lineup	Buyer’s remorse; no-shows	Admin & ticketing fees may be non-refundable unless vendor at fault
Rentals	>72h before start: Full minus 5% admin fee; 24–72h: [50%] refund; <24h: No refund	Item unavailable, unsafe, misdescribed	Late cancellations, usage after pickup, damage by renter	Deductions from deposits for damages/late return
Grocery / Perishables	Report within 24 hours of delivery	Spoilage, expired, unsafe, wrong item	Change-of-mind, opened items without defect, missed delivery window due to buyer	Replacement or credit preferred; returns usually not required

3) Detailed Module Policies

3.1 Marketplace (Fixed-Price Products)

• Change-of-Mind Returns: Allowed at vendor’s discretion but must be clearly disclosed prior to purchase. Minimum: Vendors should offer at least 7 days where legal requirements apply.
  
• Condition of Returns: Must be unused, in original packaging with all accessories.
  
• Restocking Fees: Up to 10% for eligible change-of-mind returns; not allowed for defective/misdescribed items.
  
• Exclusions: Personalized/custom-made items, intimate apparel, cosmetics, or sealed hygiene products once opened—unless faulty.

3.2 Auctions

• Final Sale: Auction wins are typically final and non-refundable.
  
• Exceptions: Non-delivery, counterfeit goods, or material misrepresentation.
  
• Vendor Duties: Must ship the item as described to the highest bidder. Disputes over condition or authenticity may result in claim reversal and refund.

3.3 Services / Freelance

• Milestone/Phase Structure: Refunds are tied to milestone acceptance.
  • Before milestone delivery: Buyer may cancel with pro-rated refund of undelivered work.
    
  • After acceptance: Refunds are generally not granted unless later work is non-performed or materially deficient.

• Scope Changes: Any changes must be mutually agreed in writing within the platform.
  
• Non-Delivery: If a vendor fails to deliver within agreed timelines and doesn’t cure within a reasonable period, as agreed or max of 5 business days, buyer may seek a partial or full refund.

3.4 Job Listings

• Posting Errors / Technical Failures: Full refund or credit if job post is not published or duplicated due to platform error. Job listing is currently free on CuteMesh.com
  
• Policy Violations: If a job is removed for violating platform rules, the fee may be non-refundable.
  
• No Result Guarantee: The platform does not guarantee applications or hires; posting fees are not refunded for “no results”.

3.5 Event Listings

• Event Cancellation: Full refund of ticket price (and any mandatory fees) to all purchasers.
  
• Postponement / Significant Change: Buyers may choose a refund or accept the new date/terms.
  
• No-Shows / Buyer’s Remorse: Non-refundable.
  
• Force Majeure: Vendors must disclose contingency/refund rules. If not disclosed, CuteMesh.com may require refunds or credits.

3.6 Rentals

• Security Deposits: May be collected and held until item return/inspection. Deductions for damages or late returns are allowed with evidence and itemized breakdown.
  
• Cancellation Windows (recommendation):
  • >72 hours before start: Full refund less 5% admin fee
    
  • 24–72 hours: [50%] refund
    
  • <24 hours: Non-refundable

• Non-Availability: If the item is not available at start time, full refund plus any applicable penalties to the vendor.
  
• Early Returns: No pro-rated refunds unless explicitly stated in listing.

3.7 Grocery / Perishables

• Quality Issues: Buyers must report issues within 24 hours of delivery with photos/videos. Vendors should offer refund, replacement, or store credit.
  
• Non-Delivery / Late Delivery (spoiled): Full refund or replacement.
  
• Change-of-Mind: Not eligible once an order is packed/shipped or delivered.
  
• Safety First: For spoiled or potentially unsafe items, do not require return. Vendors should instruct safe disposal and issue refund/credit.

4) Refund Request Process

1. Buyer Submits Claim via order page or support within the applicable window.
   
2. Vendor Responds within 2 business days with acceptance, counterproposal, or denial (with reasons).
   
3. Evidence Submission: Both parties upload proof (photos, delivery notes, chat logs, SOWs, etc.).
   
4. Mediation (if needed): CuteMesh.com may review and render a decision, which may include refund, partial refund, replacement, repair, or denial.
   
5. Payout Adjustments: If a refund is granted, CuteMesh.com may deduct the amount from the vendor’s pending or future payouts.

5) Timelines & Methods

• Refund Issuance: Once approved, refunds are initiated within 5–10 business days (subject to payment processor timelines).
  
• Method: Refunded to the original payment method; where not possible, platform credits may be issued.
  
• Partial Refunds: Allowed where only part of the order/service is affected.

6) Abuse, Fraud & Repeated Violations

CuteMesh.com may suspend refund privileges, apply additional verification steps, or terminate accounts where:

• Buyers repeatedly file bad-faith or fraudulent claims.
  
• Vendors repeatedly deny valid claims, fail to deliver, or misrepresent items/services.

7) Conflicts with Local Law

If this Policy conflicts with mandatory local consumer protection law, the law of the buyer’s jurisdiction (or the governing law stated in our Terms) prevails to the extent required.

8) Changes to this Policy

We may update this Policy from time to time. Continued use of the platform after updates constitutes acceptance of the revised terms. Material changes will be communicated via email or dashboard notifications.

9) Contact

• Buyer Support: [email protected]
  
• Vendor Support: [email protected]
  
• Dispute Escalation: [email protected]