(1) The customer initiates a return by contacting Decovo Customer Support at email@example.com
(2) Decovo sends the Retail Partner an API message (if connected via a custom integration) or email (if connected via Shopify or manually) indicating that a return has been created.
(3) Decovo generates a return shipping label for the customer to send the item back to the Retail Partner directly. If an RMA number is provided to Decovo by the Retail Partner, that RMA number is also included.
(4) The Retail Partner receives the returned item and sends an API message (if connected via a custom integration) or email (if connected via Shopify or manually) indicating that the return is complete.
For returns of undamaged/non-defective items:
It is expected that Retail Partners mirror their existing return shipping cost policy on Decovo. If return shipping is free whether by policy or common practice, then the Retail Partner is expected to pay for return shipping costs. For Retail Partners that do not offer free returns, Decovo will cover the cost of shipping.
For returns of damaged/defective items:
In the event that a product is damaged in transit, the customer will need to provide proof of damage prior to Decovo being able to arrange for a refund or replacement. Customers are asked to keep all packaging and item(s) in the condition they arrived and notify Decovo Customer Support within 48 hours of delivery. Decovo Customer Support will then liaise directly with the customer to process a claim and will contact the Retail Partner regarding a replacement.
If a return was requested due to an error made by the Retail Partner, Decovo will charge the Retail Partner for the cost of return shipping. If upon receiving a return, you believe there is a reason that the return charge should not be charged to you, you may contact Partner Support, providing a reason for why you dispute this charge. Decovo reserves the right to adjust the refund amount if appropriate.