How to Return or Exchange an Item on Clinch Marketplace

If you need to return or exchange an item, the vendor you purchased your order from is the best person to help you. Each vendor on Clinch Marketplace manages their own orders, and makes decisions about cancellations, refunds, and returns.

How do refunds and returns work on Clinch Marketplace?

Vendors aren’t required to accept returns, exchanges, or provide a refund unless stated in their vendor policies. Go to the shop’s homepage and scroll to the bottom to see the vendor’s policies.

If the vendor is willing to accept this return, be sure to settle on the details in an email before returning the item:

• Where you should send the return
• What time frame does the vendor wish to receive the return
• Who will be responsible for the cost of return postage, if not written in the vendor’s policies
• What delivery method to use

What should I do if the vendor doesn’t refund my order, or if the vendor doesn’t accept returns?

If the vendor doesn’t allow refunds or returns, you may be able to open a case with Clinch Marketplace.

Cases can be opened if:

• You never receive your order
• Your order wasn’t as it was described on Clinch Marketplace

What are vendor policies?

Each vendor on Clinch Marketplace is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from vendor to vendor.

Before making a purchase, you should review the vendor’s Returns & exchanges policy.

You can find the vendor’s policies on the listing page under Delivery & returns, or by going to vendor policies and more information on their vendor homepage.

The vendor wasn’t able to help me

If the vendor is unable to help you, your next step is to open a case about your order. Open a case via email using the order and receipt number in the subject line.

European Union

If you are a buyer located in the European Union, some vendors are subject to comply with the EU Directive on Consumer Rights.

EU buyers that wish to resolve an issue regarding a refund or an exchange with a vendor are encouraged to use our case system since it is the most effective and fastest way to resolve disputes between buyers and vendors. However, if you do not want to use our case system, you have the option of using the EU Online Dispute Resolution Platform instead.