[Returns and Refunds] What are the terms and conditions for returns?
The terms and conditions for buyers’ returns at Bol Shop are as follows:
You must submit all items that make up the Product;
Products must be returned in original packaging;
Products must not contain use marks;
Products must contain all labels intact;
Products must be sent together with invoices, instructions, accessories and gifts.
1. Reasons for return/refund
Buyers can return goods for the following reasons:
Order not received (e.g. package lost in transit)
Receipt of incomplete products (e.g. parts missing from product, product missing from order)
Received wrong product (e.g. wrong size/color, different product)
Receive a product with physical damage (e.g. dents, scratches, cracks)
Receiving a defective product (e.g. malfunctioning, not working as expected)
change idea.
Sellers can file a dispute if they are not satisfied with the reason for return/refund. In this case, Bol Shop will investigate the case and provide a fair solution based on the evidence provided by both parties.
2. Submit evidence
Buyers must submit photographic evidence clearly proving the reason for return/refund (if applicable). Some examples include:
Photos showing product errors or defects (for damaged/defective products)
Photos of the inner and outer packaging of the package.
Bol Shop may require additional supporting documentation if:
The quality of the evidence submitted was substandard. Clear, high-quality evidence must be provided. Evidence inconsistent with Buyer's claims will be rejected.
The seller disputed the case and required evidence for further investigation.
3. Product returns
Buyers must ensure that returned products are properly packaged to prevent damage during shipment to the return address.
4. Return postage
Bol Shop will bear the return shipping costs.
[Returns and Refunds] What happens after the seller receives my return/refund request?
The seller will be notified of your return/refund request and must
Reply within 48 hours. You can expect 3 possible outcomes:
1. The seller accepts your order
If the request is accepted, you will receive return instructions via in-app notification and email (if applicable). After the returned product is reviewed and approved, corresponding refund processing will be carried out.
2. The seller failed to reply within the specified time
If the seller does not respond promptly, your request will automatically be approved and the refund will be processed accordingly.
3. Disputes with sellers
In case of dispute, Bol Shop will take action to mediate. Bol Shop may require additional evidence from the buyer and seller to reach a fair settlement.
4. Seller’s counteroffer
After the seller receives your refund request, the seller can make a counter-proposal within up to 3 days for an amount that you can accept or not accept. If you do not take any action after this period, the counter-proposal will automatically take effect and be recognized.
[Order Security] What is Bol Shop Guarantee?
The Bol Shop Guarantee guarantees receipt and quality of the products you purchase, facilitating the refund process in the event of setbacks. Therefore, in any purchase you make through our Platform, the amount you pay will be credited to the seller's account upon confirmation of delivery or 7 days after you receive the product.
For orders that have not been shipped yet
Sellers must ensure that purchased items are shipped within the Bol Shop warranty period. Otherwise, the payment will be automatically refunded to you at the end of the period.
If the seller has not yet shipped your order, you can extend the Bol Shop guarantee for a one-time 3-day period. To do this, select Extended Bol Shop Warranty on the Order Details page.
For orders that have been shipped
If you haven't received your order yet, but it has shipped, you can extend the Bol Shop warranty for a one-time period of 7 days if you are still interested in receiving your order.
Note: In order to protect the interests of the merchant, returns are generally not allowed. If you want to return the goods, you can only refund 60% of the order amount.
