Returns and Refunds

RETURNS AND REFUNDS 

Return requests must be made within 3 days of confirmed delivery unless stated differently by the seller. All sales are final after the buyer rates the seller or 3 days after delivery.

An item is eligible for a return or refund if it meets one of the following conditions:

• Item is not as described.
• There is undisclosed damage to the item.
• The seller has not shipped the item.
• Incorrect/missing item.

An item is not eligible for a return or refund for one of the following conditions:

• Item was accurately described in the listing.
• The item does not fit.
• Changed mind.
• Return requests made more than 3 days after received.
• Return request made after item rated.
• Transaction conducted offline.

To initiate a return if applicable go to the order page and click on the order you want to return, click the "initiate return" button this will redirect you to the submit ticket help desk.

Fill out the ticket fields with all the information required, please make sure all information is double checked and correct before submitting a ticket, make sure you select cancellation & refund from the issue drop-down menu.

Please note you are required to provide the listing name and order id, which will be provided in the order page. 

Once submitted, we will contact the seller to provide an address, Please note: Seller must provide there address within 48 hours from request, or the refund will be cancelled. 

Once the seller has confirmed a return address, we will provide the buyer with the address via ticket / email, the buyer is then required to ship within 48 hours and provide PCIFIC the tracking number for this return shipment.

When the return shipment has been confirmed by the tracking number and the seller, the return has been marked completed and refunds will be initiated to the buyer, Please note the return will be void if PCIFIC is not provided with a valid tracking number.

Contact the seller to resolve the issue, to do this go to your order and a message box be available, if you are still having issues, please contact PCIFIC here – https://pcific.freshdesk.com/support/preview?template_id=202000012997 then click submit a ticket in the top right. 

You have 3 days after confirmed delivery to request a return.

Shipping and Selling Rules

• Selling and delivering physical products is currently limited to the residents of the United Kingdom, as well as businesses registered and operating there.
• Read the product's description carefully before making a purchase. This is particularly important, since small technical details, such as colour or cable length, may vary from product to product. Sellers are obliged to post only valid and accurate descriptions of the products they are selling.
• If you have any questions regarding the products you want to buy, contact the seller for more details. Clicking the "Contact the seller " button will bring up a chat system that enables you to talk to the seller.
• Sellers are rated by their clients. It is in their best interest to answer any questions and respond to your comments. Give them some time and they will get back to you.
• Check the shipping details specified by the seller. These include information such as additional shipping costs, if there are any or the possibility of receiving an invoice.
• Once you purchase the product, you will be asked to provide a valid shipping address. The seller needs to know where to send the order. Make sure that the information you provide is accurate. This data will only be processed for shipment purposes.
• Prices displayed on the marketplace include VAT. Please note that other charges, such as shipping costs, as well as payment processing, import, and currency conversion fees, may also apply.
• All necessary information regarding shipping costs and delivery times must be provided by the seller and visible to all marketplace users. Information on issuing invoices should also be included.
• Any changes to the product's description or price made after your purchase have no effect on your order. Sellers can modify product details or adjust the price, but these edits cannot be applied to the order you made prior to the changes.
• Both the buyer and the seller receive e-mail notifications regarding completed transactions. The seller then begins the shipment process. Please note that delivery methods and times vary from seller to seller.
• Delivering physical products takes time. Even the best couriers need a few days to deliver the package to your doorstep.
• Ordering products is possible 24/7, but sellers and their couriers include only business days (weekdays) in their shipment time calculations.

Refund Policy

Refunds are not mandatory for individual sellers unless stated by the seller.

• At PCIFIC, listings posted by Individual Sellers do not accept returns by default.
• This means you cannot return your purchase so make sure you carefully read descriptions and ask questions to the Seller if needed.
• We also advise Sellers to write descriptions as accurately as possible to avoid potential issues.

If an Individual Seller specifically states it in his listing, then returns are accepted. In this case:

• Once you receive the item and wish to send it back, whatever the reason is, you must contact the Seller and ask for a return within 3 days from item reception (proven by tracking number).
• The Seller will send you the return address within 2 days.
• You then have 3 business days from the sending of the address by the Seller to send back the item.

Business Sellers who must accept returns

Returns are mandatorily accepted if the Seller is a Business. In this case, the Seller must specifically state that he is a professional and that he accepts returns in the written product description.

In this case:

• Once you receive the item and wish to send it back, whatever the reason is, you must contact the Seller and ask for a return within 14 days from item reception (proven by tracking number).
• The Seller will send you the return address within 2 days.
• You then have 3 business days from the sending of the address by the Seller to send back the item.

REFUNDS

Refunds, partial or total, cannot be done by the Sellers. Only PCIFIC can.

After a return or agreement between both parties, a refund may be carried out. In this case, we invite the Buyer and 

Seller to contact us so we can manually issue the refund.

When a refund is made, the Buyer will receive his original payment without the PCIFIC fee which corresponds to the service we provide, specifically the protection of both you and the other party involved in the transaction.

Contact PCIFIC here – https://pcific.freshdesk.com/support/preview?template_id=202000012997 then click submit a ticket in the top right.

PLEASE NOTE: Private sellers are not required by law to offer refunds, so before buying an item it’s important to check the Seller’s return policy.

The delivery of your product might sometimes be delayed without any fault on the seller's or the courier's part. If this happens, contact the seller via the conversation module for updates and possible solutions. If the delivery of a fully functional product has been substantially delayed, you are also eligible for a refund.

For more information, please read the Terms and Conditions with full and binding information. If you have more questions, our Support Team will be happy to help.

DISPUTES

If invited to do so by you or the other party, we will investigate in case of a Dispute and state whether the Dispute has a reason to be and hence if a return or refund, total or partial, is possible.

How to create a Dispute

Buyers and Sellers can halt their transaction at any moment by creating a Dispute about a specific transaction.

You can create a Dispute here: https://pcific.freshdesk.com/support/preview?template_id=202000012997 then click submit a ticket in the top right. 

What should you do in case of a Dispute

You should always try to come to an agreement first. To do so, remain calm, explain the issue and in most cases, it will solve itself.

What PCIFIC will do in case of a Dispute

We will not intervene in the Dispute unless specifically invited to do so by one or both of the parties.

We mediate and do not have any coercive power: we will do all we can to make sure the Dispute goes smoothly and both parties come to an agreement - we are between gentlemen, after all.

Until then or for a maximum of 90 days from the creation of the Dispute, the transaction is completely halted, and the transaction funds (included our commission) are securely kept by our payment provider Stripe.

When to create a Dispute

You can trigger a Dispute either:

• As a Buyer to ask for a return.
• As a Buyer or Seller if you have any issue with each other (item, delivery...). Any repeated Dispute abuse by an account may result in its temporary or definitive ban

Please not that both Sellers and Buyers have 14 days from order validation by the Seller to ask for a Dispute. After 14 days and if the order is not marked as completed by the Buyer or if no litigation is created, the payment if definitely transferred to the Seller.

Examples of rightful reasons to trigger a Dispute:

• As a Buyer, if you expect an item from a Seller and there is an issue with the delivery.
• As a Buyer, if you bought from an individual and returns are not accepted, you receive a product that is significantly not as described.
• As a Buyer, if you bought from an individual and returns are accepted, the item is as described but you do not wish to keep it, whatever the reason is.
• As a Buyer, if you bought from a professional, the item is as described but you do not wish to keep it, whatever the reason is.
• As a Seller, if you expect a return from a Buyer and there is an issue with the delivery.