Refund and return policy

This policy says what we refund, when, and how. It is part of our Purchase terms. Defined terms have the meaning given there and in our Terms of service.

1. If we cannot fill your order

You are never charged for units we could not buy. For a card order we hold your payment when you order and charge only for the units we buy; the rest of the hold is released. For a bank payment, any amount we could not fill becomes account credit at once, which you can use or ask us to pay back to your bank account (Purchase terms, section 8.2).

If we have charged you and then cannot complete the order (for example, the supplier cancels after we bought, or the units are lost before Amazon receives them), we refund the affected units in full, automatically.

If Amazon suspends your seller account while we still hold your units, we refund every bought unit in full, automatically, and cancel what has not been bought (Purchase terms, section 11).

2. Damaged, wrong or short units

We put it right if units we delivered for you are:

• damaged before Amazon accepted them;
• wrong: not the product or pack size in your order, not new, or not genuine; or
• short: fewer units than your invoice, counted at our prep partner or at Amazon's check-in.

Our prep partner inspects and counts every order on arrival, so most problems are found and handled before anything ships to Amazon, without you having to report them. We tell you when that happens.

3. How to report a problem

1. Open the order and select Report a problem.
2. Choose damaged, wrong item or short, say how many units are affected, and add photos where you can.
3. Report within 7 days after Amazon checks in the shipment (or, for a problem you can see earlier on the order page, within 7 days of our telling you). We may still look at a later report, but a person decides it case by case, and we cannot investigate with Amazon or the carrier once their own claim windows have closed.

We reply within 1 working day and keep you updated on the order page until the problem is closed.

4. What we do

Depending on the problem, we:

• replace the affected units, where the supplier can supply them at the same price;
• refund the affected units to the original payment method; or
• with your agreement, add a credit to your Local Margin account instead.

We choose between replacement and refund in good faith, taking your preference into account. If we decide that a report does not qualify, we tell you why, and you can appeal to support@localmargin.com.

5. What a refund includes

For each refunded unit, we refund the full product price you paid and its share of sales tax. We refund the prep and shipping charges for a unit when that service was not delivered or the unit was lost or damaged before Amazon accepted it. Refunds go back to the original payment method and usually appear within 5 to 10 business days, depending on your bank. A bank payment is refunded through account credit, which we pay back to your bank account on request within 5 business days.

6. What we do not refund

• Change of mind. Products are bought for your order, so we do not accept returns or cancellations because you no longer want them, once we have bought them.
• Sales results. We do not refund products that sell slowly, sell for less than estimated, or do not sell.
• Amazon or brand action after check-in. Listing removals, account restrictions, brand complaints or price changes after Amazon has received the shipment (Purchase terms, section 11).
• Amazon refusing the shipment for a reason on your side other than suspension (lost approval, a full storage allowance): the order stands, and the options in Purchase terms, section 11 apply.
• Loss or damage inside Amazon's network after check-in. Claim those from Amazon.
• Late buying. Missing our 2-working-hour target does not, by itself, entitle you to a refund or credit; you may cancel any line not yet bought.
• Subscription fees. We do not refund the unused part of a month after you cancel (Terms of service, section 7). Nothing is charged if you cancel before a free trial ends.
• Tool credits, except the purchased credits you have not used if we withdraw the tools permanently (Terms of service, section 7.6).

7. Returns

We only ask for products back as part of solving a reported problem. If we do, we tell you where to send them and we pay the return cost. Units you have already sold are handled as a refund, not a return.

8. Approval and disputes

Larger refunds are approved by a senior member of our team, which can add a day. We do not issue a refund for a charge that is under dispute with your bank or card issuer; the dispute decides it, and raising a dispute for an order we fulfilled has the consequences in Purchase terms, section 14.

Contact

Questions about a refund? Use the message thread on the order, or email support@localmargin.com.