Most sales go smoothly, but if there’s a problem with a purchase, The Tall Collective Money Back Policy ensures that buyers receive the item they ordered, or get their money back.
Buyers can use The Tall Collective Money Back Policy process when:
An item isn’t received
An incorrect or faulty item is received
Most sellers work with buyers to quickly resolve issues, but if a solution isn’t reached, we can help. We work with sellers to ensure that buyers either get the item they paid for or get their money back.
WHEN A BUYER DOESN’T RECEIVE AN ITEM
If a buyer doesn’t receive an item, the buyer needs to submit a request to report that the item hasn’t arrived. The seller should address the buyer’s concern and provide updates on the delivery of the item, tracking information, or a refund.
If the buyer isn’t happy with the seller’s response or doesn’t receive a response, the buyer can ask us to step in and help.
If asked to step in and help, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer’s address. We require proof of signature to confirm delivery.
If we determine that the item wasn’t successfully delivered or collected, we refund the full cost of the item and original postage. The costs will be deducted from the seller account.
WHEN AN INCORRECT OR FAULTY ITEM IS SENT
If a buyer receives an item that is the incorrect item, the buyer needs to submit a request to return the item. The seller should address the buyer’s concern and offer a solution, such as accepting a return or offering a replacement or refund. In some cases we may automatically accept a return request on the seller’s behalf.
If the buyer doesn’t receive a response and a solution, or returns the item but doesn’t receive a refund or replacement from the seller, the buyer can ask us to step in and help.
When an item is returned to the seller.
The buyer must return the item in the same condition in which it was received.
Buyers are liable for any loss in value of the item if this loss in value is attributed to handling which is not necessary for the purpose of checking the quality, characteristics and functioning of the item. The seller may deduct the amount of loss from the amount reimbursed to buyer.
The seller is required to accept the return at the same location as dispatched.
The cost of return postage is the seller’s responsibility and will be deducted from sellers account. For items being returned, signature confirmation is required.
The seller pays for any customs charges on the returned item where applicable.
After confirming that the item was returned to the seller, we refund the cost of the item less any loss in value (if applicable) and original postage.
When an item isn’t returned to the seller
In some cases, we may not require that an item be returned to the seller. In these situations we refund the buyer and may seek to reimbursement from the seller if, for example:
The seller chooses not to accept a return request or provide or fund a return postage label.
The item location was misrepresented.
It’s hazardous to post the item back.
Alternatively, with the buyer’s consent, we may give a partial refund to cover differences between how the item was described in the listing and the actual item that was received. When given a partial refund, a buyer isn’t asked to return the item to the seller. The seller may be required to reimburse The Tall Collective for the partial refund.
Item not received
A buyer can report that they didn’t receive an item once the item’s latest estimated delivery/collection date has passed and for 30 days after the latest estimated delivery/collection date.
The seller has 8 days from the report to respond to the buyer or offer a solution. If the seller does not respond or offer a solution, the buyer can ask us to step in and help.
If the buyer doesn’t ask us to step in and help within 30 days of reporting that they didn’t receive/were unable to collect an item, the request closes automatically.
Incorrect or faulty item
A buyer must request a return no later than 15 days after the actual (or latest estimated) delivery date, or, if the seller’s return window is longer, within the return window.
The seller has 8 days from the request to respond to the buyer with a solution. If the seller does not respond with a solution, the buyer can ask us to step in and help. The buyer must ship the item back to the seller within 14 days from when the buyer submits the return request.
If the seller doesn’t issue a refund within 6 business days of the item’s delivery to the seller, the buyer can ask us to step in and help for a period of 10 business days after the refund deadline has passed.
If the buyer doesn’t ask us to step in and help within 30 days of starting a request for a return (or the timelines described if a refund or replacement isn’t received), the request closes automatically.
Latest estimated delivery date
When we have no information about actual delivery date, we use the latest estimated delivery date. When we have no estimated delivery information, we consider the latest estimated delivery date to be 7 days from payment date for transactions between a buyer and seller in the same country and 30 days from the payment date for buyers and sellers in different countries.
Extended timelines for The Tall Collective Money Back Policy coverage
In some limited situations, we may extend the period of time in which a buyer is eligible for the Tall Collective Money Back Policy. This extra time allows us to take into consideration the buyer’s location, the postal service used, a seller’s extended return window, national holidays, e.g. Christmas, or delays due to circumstances such a natural disaster, national emergency, labour strike, or governmental act or other instances such as fraud.