Thanks for shopping on Isadea.com. Isadea.com primarily connects buyers and vendors hence this policy is provided to be a guide on how exchange, replacement and/or refund is regulated. Isadea does not represent the vendor in specific transaction.
Isadea.com is committed to providing a world class shopping experience with customer satisfaction and 100% buyer protection! If you are not entirely satisfied or totally dissatisfied with your purchase, under this policy, vendors are here to assist you and quickly correct the problem.
Isadea & Vessels Ltd ("we" and "us") is the operator of (https://www.isadea.com). By placing an order through this Website “you” or the “user” will be agreeing to the terms below. These are provided to ensure both parties (vendors and buyers) are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
2.0 RETURNS
Under this policy, respective vendors will happily accept returns due to change of mind as long as a request to return is received by vendor within 7 days of receipt of item and are returned to the vendor in original packaging, unused and in resellable condition.
Once returns are received and accepted, refunds will be processed and sent to the original account used for payment at the time of ordering. The vendor will notify you once this has been completed through email.
(Vendors) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
To be eligible for a return,
(a) Your item must be unused (be unwashed, unworn, tags attached) and in the same condition that you received it.
(b) Your item must be in the original packaging.
(c) Several types of goods are exempted from being returned. Perishable goods (such as cooked food, meat and meat by-products, fish and seafood, dairy products, fruit and vegetables, newspapers or magazines) are strictly not returnable hence non-refundable. The buyer may, however, report the vendor for disciplinary actions to be taken if vendor delivered a materially different item from what vendor advertised on Isadea.com. In instances where items are materially different from what was advertised or items were damaged, rot at the time of delivery, vendors will gladly accept returns and process refunds.
3.0 DAMAGES & EXCHANGES
Vendors will replace items if they are defective or damaged. If items arrived damaged, rotten or contaminated in any way, contact the vendor right away and the vendor will be happy to send a free replacement regardless of its expiration date. Please save all packaging material and damaged goods before filing a claim. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Buyers will NOT pay for the cost returning defective or damaged items once it is caused by the vendor or the courier company. However, if you need to exchange it for reasons not linked to damage or defects, you may be asked to pay for cost of shipping for returns. Kindly apply it on the website or the app or contact Isadea customer care for support.
4.0 REFUNDS
Due to buyer protection policy, once we receive your item, the vendor will inspect it and notify you. Notification will immediately be made available(on website or app) on the status(validation, approval or rejection)of your refund after inspecting the item (you can check the status of your refund on the website)
If your return is approved, the vendor will initiate a refund to your credit card (or original method of payment).You will receive the credit within a certain amount of days, depending on your card issuer's payment mode policies
If you receive a refund, the cost of return shipping will be deducted from your refund where applicable.
4.1 Reasons/Methods for Refunds
For a refund, please use the app or the website to apply or call Isadea customer care for assistance. Note that a refund cannot be applied until 24 hrs. after purchase.
4.2 Cancellations
If you change your mind before or after delivery, vendors will happily to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Reasons for refund may include.
(a) Item is out of stock
(b) Ordered wrong item
(c) Desired style or size is out of stock
(d) No refund reason
(e) You did not receive the goods
(f) Mutual agreement with the vendor to get a refund
(g) The Seller did not deliver the items on time or as expected
4.3 Delays
You can use the chat message to interact with a vendor if your refund status has not been updated
Alternatively, you can contact Isadea Customer care if your refund status have not been updated by a vendor within 3 business days of notice of receipt of the returned item purchased. Isadea will automatically refund handle the vendor after verification.
4.4 Late arrival of Refunds (if applicable)
If you haven’t received a refund yet(when vendor completes it, and it’s showed on website) first check your bank account again or payment method account used during purchasing.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
4.5 Partial Refund
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, damaged or missing parts for reasons not due to vendor or delivery error.
* Any item that is returned more than 10 days after delivery(although items returned more than 7 days can be rejected)
4.6 Sale item
Only regular priced items may be refunded, pre-ordered items have different policy
6.0 INTRODUCTION TO PRE-ORDER AND CLASSIFIEDS CATEGORY
A. With the pre-order category, we provide buyers the opportunity to purchase old, newly-made or yet to be released items at high discounts within a time frame from validated vendors
B. Classifieds provides buyers the opportunity to upload any items they want but not available on isadea.com for sellers to reach out to them within 24/hrs
Our aim is to provide you the opportunity to buy products at a huge discount and to help you plan!
6.1 Pre-Order Return & Refund Policy
(a) Application of return and refunds where applicable, must be done on the website or the app or by reaching Isadea customer care for support
(b) Any item in this category can only be returned if the item is materially different from what the vendor advertised and/or there was damaged during the delivery process.
Any reason outside of Article 6.1(b) are subjected to the following terms & conditions.
(c) Several types of goods are exempted from being returned. Perishable goods (such as cooked food, meat and meat by-products, fish and seafood, dairy products, fruit and vegetables, newspapers or magazines) are strictly not returnable hence non-refundable. The buyer may, however, report the vendor for disciplinary actions and possible refund to be taken if vendor delivered a materially different item from what vendor advertised on Isadea.com.
(d) Cancelling a pre-ordered item which hasn’t been shipped will attract a penalty of 50-100% of the total cost of item depending on the time of cancellation. The regulations are;
ü Non perishable Items cancelled within 48 hours after order are exempted from all charges and penalties
ü Items cancelled ON the 5th day after order placement prior to arrival will attract a 50% deduction of the initial payment.
ü Items cancelled ON the 7th day of order placement prior to arrival will attract a 80% deduction of the initial payment
ü All orders cancelled AFTER the 7th day after order placement prior to arrival shall be shall be regulated by section 6.1 (f), (g), (h), (i) below
(e) Refunds process for cancelled items(section 6.1(d)) shall be regulated by provisions of section 5.0 above
(f) Received pre-ordered items can be returned using the normal company’s return policy (without penalty except cost of shipping for returns) if and only if
ü it does not exceed 50 Ghanaian cedis. Refunds however, may take up to 15-20 business working days from the time of application and after a successful verification of no damages and reasons of refund
(g) All transactions in excess of 50 Ghanaian cedis are subjected to the following refund terms
ü Items between 50-100 cedis will take 15-25 business working days with 5% penalty of total price of items.
ü Items between 100-500 will take 20-40 business working days with 10% penalty of the total price of the item.
ü Items between 500-1000 will take 30-50 business working days with 15% penalty of the total price of item.
ü Items from 1000-10,000.00 will take 40-60 business working days for refund but will attract 30% penalty of total price of item.
ü Items in excess of 10,000.00 cedis will take 60-90 business working days for refund but will attract 50% of the total price of items.
(h) In case of free delivery for a pre-ordered item, the buyer must bear the cost of shipping during application of return and refund, hence cost of shipping for returns will be deducted during refund.
(i) Vendors(regulated by Isadea) have the right to access, validate and determine which item due to be returned or refunded meets Article 6.1 (b)
7.0 SHIPPING/DELIVERY
To return your product, you should apply on the app or website(contact vendor directly)or by reaching Isadea customer care.
Return shipping will be paid at the customers expense. That is, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Items to be returned must be repackaged into its original package and be ready for pickup by our logistic partner, Isadea Express.
8.0 COMPLAINS
Isadea.com primarily connects buyers and sellers hence, buyers can contact vendors directly using vendor customer care contact provided by the vendor’s shop on the website or app. However, due to our commitment to achievement a 100% buyer protection and customer satisfaction, if at any point in time, a buyer has a problem with the vendor, please Contact Us or Isadea Customer Care using the contacts below for intervention and investigation. We will be pleased to assist you without delay.
9.0 CONTACT US
Contact us for any questions regarding our Return & Refund Policy;
If anything is unclear or you have more questions feel free to contact our customer support team.
ISADEA & VESSELS LTD
P.O.BOX GP 3597
ACCRA-GHANA
Email: customercare@isadea.com
complains@isadea.com
Phone numbers: 0209078000 0540284528 0272407788
