BUYER PROTECTION FAQ

 

We're committed to creating the Web's best business sourcing marketplace. That's why our efficient design and customer service makes it easier and more secure than ever to buy on Eximbox. We have put together a few frequently asked questions that may be of help to you in understanding some of the features and services , we have put in place . Any questions, please feel free to ask us at support@eximbox.com . 

  

Does it cost anything to use Eximbox's Payment Escrow service?

All purchases on Eximbox by default are automatically made via our secure eximbox escrow process. Our payment protection service is absolutely free and provided at no extra cost to you.

 

How does Eximbox's escrow purchase flow work and why does it matter to me?

Payment Protection is a fundamental part of Eximbox's Buyer Protection program. The way it works is simple. When you place an order, your money is paid to Eximbox and held by us in our secure bank account. The seller then processes your order and dispatches your products to you. Only after we have confirmed the successful delivery of your order , do we then finally release your payment to your seller.

The ability to hold your payment from the seller in a secure escrow account and until your order is successfully delivered is very important for a number of reasons, including:

  • Your payment information is given only to Eximbox and never to your seller
  • Your money is held safely by Eximbox until your order delivery is confirmed
  • You have leverage when opening a dispute or requesting a refund should you be unhappy with your received product.   

 

Is there a limit on the Escrow Amount ?

There are NO LIMITS on the escrow amount. All order placed through Eximbox are covered under the Buyer Protection Program. Whatever be the order amount from $300 to $10.00Mn , Eximbox will hold the amount as escrow till the material has been supplied to you . And only on confirmation of delivery, the payment will be released to your Seller .

 

Under what situations can I request a product refund or return?

Eximbox provides several layers of protection and guarantees to help maximize your buying experience.

First, we offer a 100% Refund Guarantee, in the event that you never receive your order, your entire shipment arrives broken or damaged, or your product does not match the key features described in its online listing.

Next, we offer full or partial refunds on orders where your product is sent to you in the wrong style or quantity, your product quality does not match the product description, or your shipment arrives partially damaged. We also provide refunds for situations where your seller has shown clear and deliberate signs of fraudulent behavior. In all these cases, the final amount refunded to you will be determined by Eximbox on a case-by-case basis.

Lastly, we allow buyers to return their products to their seller for any reason and for a full refund provided this is done within the sites specific return period. In this case, the buyer is responsible for the product's international return shipping cost. 

 

Can I request a refund or return if I am dissatisfied with a product's quality?

Yes. Eximbox customer service will work with you and your seller to determine whether you will be Issued a full or partial refund.

 

Can I return a product to a seller simply because I've changed my mind on an order?

Yes. You can before the despatch of goods. For goods once despatched however, your return must be made to the seller within their specified return period and you are responsible for your own international return shipping costs. 

 

How much time am I allowed after placing my order to initiate a refund or return request?

The amount of time you are allowed depends on a combination of your reason for refund/return, product type, and shipping method.

For refunds and returns due strictly to quality concerns, you are allowed up to7 days starting from the date you confirmed delivery of your order for all non-electronics products. For electronics, the permitted time is 5 days.

For refunds and returns on an order that never arrived, you are allowed up to 60 days starting from the date you placed your order.

For refunds and returns for nearly all other reasons (e.g., damaged during transit, wrong product or doesn't match described key features, you are allowed up to 7 days starting from the date you confirmed delivery.

 

How do I apply for a refund or return?

First, sign into your Eximbox account and find your order number. Then click on "Return Manager" located on the right hand side of the webpage.

Second, select the reasons for return . Quantity to be returned and then submit for return or refund.

Eximbox Customer Service will then forward your request to the Seller for returns and refund confirmation. Based on the Seller feedback, Eximbox will review your request and decide on the most appropriate outcome.

 

How long does it take for you to process and approve my refund request once it is submitted to Eximbox customer service?

This is difficult to predict as the reason and complexity of our refund and return requests vary greatly. Depending also on how long it takes to gather the evidence and information needed to make a refund/return decision, the approval process may taken anywhere from several days to several weeks. Eximbox will always endeavor to do our best to make our refund and return process as efficient and hassle free as possible.

 

How long does it take for you to issue a refund once my refund request is approved?

We will always immediately issue out your refund once it has been approved by Eximbox Customer Service. However the amount of time it takes for this money to move from our account to your account will vary depending on the original payment method used. These are summarized as follows:

             Payment Method

                   Refund Time

                 Credit Card

            10-15 working days

                   Paypal

            10-15 working days

            American Express

            15-25 working days

              Western Union

              5-10 working days

               Bank Transfer

              5-10 working days

 

Do I need to involve Eximbox customer service in my refund and return issues, or can I resolve these issues directly with my seller?

We encourage you to use Eximbox inbuilt processes such as Returns Manager to initiate Product Returns , that way , Eximbox will be involved from the begining itself and the issue will be resolved faster . Our Customer Service team will be happy to mediate a best outcome for you.

 

Do I need to ship my product back to my seller in the event that my request for a refund or return is successfully approved?

This depends on the seller and the product in question. In general, the more expensive the return shipping fee is (relative to the price of the product), the less likely you will be asked to return the product back to the seller. Please contact Eximbox customer service for your specific situation.

 

Do I need to pay for the return shipping costs for my product in the event that my request for a refund or return is successful?

This depends on the reason for your refund or return. If the reason falls under our 100% Guarantee Refund, the seller or Eximbox will be responsible for the return shipping costs. If the reason is due to the buyer simply changing your mind about keeping the product, the buyer is responsible for the return shipping costs. For all other reasons, who is responsible for the return shipping fee will be determined on a case-by-base basis.

 

How do I contact Eximbox customer service if I still have questions?

You may reach us through Contact Us page or through Help Desk in your Login Account .

 

LEGAL DISCLAIMER: Eximbox's Buyer Protection program is subject to our site's Terms of Use and Registration Agreement.

The official rules will govern in the event of any conflict between our Buyer Protection policy and our Terms of Use and Registration Agreement.