Refund & Return Policy

1. Overview

NOU is a multi-vendor marketplace that connects buyers with independent sellers across Haiti. Because each seller operates their own business, refund and return policies may vary from seller to seller. This policy establishes the minimum standards and general framework that all sellers on NOU must follow. Where a seller's individual policy provides more favorable terms to the buyer, the seller's policy shall apply.

NOU acts as a facilitator and mediator in refund and return matters but is not directly responsible for the quality, condition, or delivery of products sold by independent sellers.

2. General Return Guidelines

The following general guidelines apply to returns on the NOU platform:

• Products must be returned in their original condition, unused, and in the original packaging unless the product was received damaged or defective.
• Buyers are responsible for return shipping costs unless the return is due to a seller error (wrong item shipped, defective product, or item not as described).
• Sellers must clearly state their return policy on their product listings. If no specific return policy is provided by the seller, this general NOU policy applies.
• All return requests must include the order number, a description of the issue, and photographic evidence if the product is damaged or defective.
• Sellers must acknowledge return requests within 48 hours and provide return instructions to the buyer.

3. Timeframe for Refund Requests

Refund and return requests must be submitted within the following timeframes:

• Standard Returns: Requests must be submitted within 7 days of the confirmed delivery date. The delivery date is determined by the delivery confirmation provided by the seller or shipping carrier.
• Damaged or Defective Items: Requests for items received in a damaged or defective condition must be submitted within 48 hours of delivery, with photographic evidence of the damage.
• Items Not Received: If an item has not been received within the estimated delivery timeframe, buyers may file a claim after the estimated delivery date has passed plus an additional 5 business days to account for delays.
• Items Not as Described: If a product received differs materially from the seller's listing description, requests must be submitted within 7 days of delivery.

Requests submitted after the applicable timeframe may be reviewed at the seller's discretion and are not guaranteed to be honored.

4. How to Request a Refund

To request a refund or initiate a return, follow these steps:

1. Contact the Seller Directly: Use the NOU messaging system to contact the seller through your order details page. Include your order number, the reason for the return, and any supporting photos or documentation. This is the fastest way to resolve most issues.
2. Wait for Seller Response: The seller has 48 hours to respond to your request. Most sellers will work with you directly to resolve the issue, which may include a refund, replacement, or exchange.
3. Escalate to NOU Support: If the seller does not respond within 48 hours, or if you are unable to reach a satisfactory resolution with the seller, you may escalate the matter to NOU support by emailing support@nou.ht with your order number and a summary of the issue. Our support team will review the matter and mediate between both parties.
4. Resolution: NOU support will aim to provide a resolution within 14 business days of receiving the escalation. Resolutions may include a full refund, partial refund, replacement, or other remedy as deemed appropriate.

5. Refund Processing

Once a refund is approved, it will be processed back to the original payment method used at checkout. Processing times vary by payment method:

• Stripe (Credit/Debit Card): Refunds are typically processed within 5 to 10 business days. The exact timing depends on your card issuer. The refund will appear as a credit on your card statement.
• MonCash (Mobile Money): Refunds are typically processed within 3 to 5 business days. The refund will be credited back to your MonCash account.
• PayPal: Refunds are processed according to PayPal's standard refund policy and timelines. Typically, funds are returned to your PayPal account within 5 to 7 business days.
• Bank Transfer: For orders paid via bank transfer, refunds may take up to 10 to 15 business days. NOU or the seller may require bank account details to process the refund.
• Cash on Delivery: For orders paid with cash on delivery, refunds will be coordinated directly between the buyer and the seller. NOU support can assist in facilitating this process.

Please note that currency conversion rates applied at the time of refund may differ from the rate at the time of purchase. NOU is not responsible for any differences in refunded amounts due to currency fluctuations.

6. Non-Refundable Items

The following categories of items are generally non-refundable unless they are received damaged, defective, or materially different from the listing description:

• Perishable Goods: Food items, fresh produce, flowers, and other products with a limited shelf life.
• Custom or Personalized Items: Products made to order or customized to the buyer's specifications (engraved items, custom artwork, tailored clothing, etc.).
• Digital Products: Digital downloads, licenses, or services that have been delivered or accessed by the buyer.
• Intimate or Hygiene Products: Items such as undergarments, swimwear, or personal care products that cannot be resold for health and hygiene reasons.
• Gift Cards and Vouchers: Pre-paid cards and promotional vouchers, unless required by applicable law.

Sellers must clearly indicate in their product listings if an item falls into a non-refundable category.

7. Seller Obligations

Sellers on the NOU platform are required to:

• Honor valid refund and return requests that fall within the guidelines of this policy or their own stated return policy.
• Respond to refund requests within 48 hours of receipt.
• Process approved refunds within 5 business days of receiving the returned item (if applicable) or approving the refund.
• Clearly communicate their return and refund policies in their product listings and store profile.
• Bear the cost of return shipping when the return is due to a seller error, including shipping the wrong item, shipping a damaged or defective product, or providing a misleading product description.

Sellers who consistently fail to meet these obligations may face account suspension or termination at NOU's discretion.

8. Dispute Escalation

If a buyer and seller cannot resolve a refund or return dispute through direct communication, NOU support will serve as a mediator. The escalation process works as follows:

• Either party may escalate a dispute by contacting NOU support at support@nou.ht with all relevant order details and communication history.
• NOU support will review the case, including order details, product listing information, messaging history, and any evidence provided by both parties.
• NOU will issue a recommended resolution within 14 business days. In cases where a clear violation of policy has occurred, NOU may issue a binding decision, including mandating a refund from the seller.
• NOU reserves the right to withhold seller payouts pending the resolution of an active dispute to protect buyer interests.
• For disputes that cannot be resolved through NOU's mediation process, the dispute resolution procedures outlined in our Terms of Service will apply.

9. Contact

For questions about this Refund and Return Policy or to request assistance with a refund or return, please contact us at:

• Email: support@nou.ht
• Platform: NOU Marketplace
• Location: Port-au-Prince, Haiti