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Return & Refund Policy
Perldo Return & Refund Policy
Thank you for shopping at Perldo!
We offer refund and/or exchange after the first 7 days of actual delivery/collection date and buyer should inform the dispute to Perldo office after the first 3 days or actual delivery date via e-mail ([email protected]), if 7 days have passed from your actual delivery/collection date, you will not be offered a refund and/or exchange of any kind.
Coverage, eligibility requirements, and exclusions
Perldo Money Back Guarantee applies when:
- The buyer doesn’t receive an item
- The item received by the buyer doesn’t match the listing, for example:
- The seller sent the wrong item, or
- The item arrives broken, damaged, or faulty
As a buyer, for your transaction to be eligible for perldo Money Back Guarantee:
- You must complete and pay for your purchase on Perldo.com using an eligible payment method at checkout.
- Credit card or debit card
- Wire transfer facilitated by Perldo.com
Not covered:
- Items paid for where any part of the payment was completed outside of Perldo.com
- You must meet the requirements specified in this policy, including taking action within the required time frames;
- The item may not be an excluded item or subject to any additional exclusions; and
- You may not seek resolution for the same issue by another resolution method
As a seller, for transactions where Perldo Money Back Guarantee applies:
- If the purchase was completed on Perldo.com ( The delivery should completed with perldo product checking acknowledgment and perldo delivery process ), you must meet the requirements specified in this policy, including taking action within the required time frames
Money Back Guarantee excluded items
When the buyer doesn’t receive an item
If the item doesn’t arrive at the address provided by the buyer at checkout or isn’t made available for collection, the buyer is entitled to a full refund, including original shipping costs (if applicable).
Actions & time frames when the buyer doesn’t receive an item
| Action | Time frame |
|---|---|
| The buyer reports that the item hasn't arrived or was not available for collection | Once the 7 calendar days after the estimated or actual delivery/collection date has passed |
| The Perldo responds to the buyer's report | 7 business days after the report date
The Perldo is responsible to respond and provide either tracking information, delivery updates |
Deciding the outcome when the buyer doesn’t receive an item.
When a buyer reports that they didn’t receive an item and the transaction meets our eligibility requirements, we will look for:
- Evidence of successful delivery to the address provided in the Order details, or
- Proof that the buyer collected the item
If we determine that the item was not successfully delivered or collected:
- The buyer will receive a refund for the full cost of the item and original shipping, and
- The seller may be required to reimburse Perldo for the amount of the refund
Evidence of successful delivery
We require all of the following to prove a successful on-time delivery:
- Tracking number from an integrated carrier which was uploaded to Perldo
- A delivery status of “delivered” or “attempted delivery” (or equivalent in the country to which the item was delivered);
- The date of delivery or attempted delivery;
- The recipient’s address, showing at least the city/county or zip code (or international equivalent) that matches the one found on the Order details page; and
Exclusions and special coverage when the buyer doesn’t receive an item
| . | |
|---|---|
| Items collected by a third party on behalf of the buyer | Not covered |
| The buyer arranged their own shipping method, such as a courier pickup | Not covered |
| The buyer provided an invalid or incorrect address at checkout | Not covered |
| The item was sent to another address after original delivery | Covered: The item was forwarded as part of an Perldo program Not covered: The buyer used third-party freight forwarding or mail redirection |
| The item was shipped internationally and didn't clear customs because fees or duties weren't paid | Not covered: The buyer didn't pay applicable customs fees or duties for any other reason |
| The buyer chose an In-store pickup | Covered: The item was not made available at the selected store Not covered: The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame |
| The buyer refused delivery of the item | Not covered: The buyer refused delivery for any other reason If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing. |
When the item received by the buyer doesn’t match the listing
The seller is responsible to deliver described products to the perldo with required certification and confirmation described in the listing and perldo .The perldo is deliver products to the buyer through perldo delivery process. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty, they are entitled to return it for a refund, even if the seller doesn’t offer returns.
Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund..
Both buyers and sellers must meet all applicable return requirements. If an item is being returned, the seller is responsible for return shipping.
Actions & time frames for “not as described” returns
| Action | Time frame |
|---|---|
| The buyer requests a return | 7 calendar days after the estimated or actual delivery date |
| The seller responds to the buyer's request The seller is required to respond and provide a solution to the buyer's issue. | 3 business days after the request date |
If the item is being returned
| . | |
|---|---|
| The buyer sends the item back | The latest date to ship the return will be shown in an email sent by Perldo to the buyer, as well as within the return request If the buyer does not ship the return by the specified date, Perldo may close the return request. |
| The seller issues a refund to the . Perldo | 3 business days after receiving the returned item. If the seller does not refund the buyer and return tracking shows the item was delivered, Perldo may issue a full refund on the seller's behalf. |
|
The Perldo issue refund to the Buyer | 7 business days after receiving the returned item. |
Deciding the outcome when the item doesn’t match the listing
When a buyer reports that an item doesn’t match the listing and the transaction meets our eligibility requirements, we will look for all of the following:
- Evidence that the buyer and seller have each met their return requirements
- Whether the seller breached Perldo policies when listing the item
- Whether the item can be shipped back to the seller
- Proof of return delivery, if the item was being returned
If we determine that the seller did not meet their return requirements:
- The buyer will receive a refund for the full cost of the item and original shipping, and
- The seller will be required to reimburse Perldo for the amount of the refund, and
- The buyer may not be required to return the item
If we determine that the buyer did not meet their return requirements, the buyer may not receive a full refund for the item and/or shipping costs.
Exclusions and special coverage when the item doesn’t match the listing
| . | |
|---|---|
| The item was collected by a third party on behalf of the buyer | Not covered |
| The buyer arranged their own shipping method, such as a courier pickup | Not covered |
| The item was sent to another address after original delivery | Covered: The item was forwarded as part of an Perldo program The buyer used third-party freight forwarding or mail redirection |
| The buyer returned the item used or damaged | Covered: The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use |
| There are strong indicators that the item is counterfeit | Covered: The buyer must request a return but may not be required to ship the item back to the seller |
| The item is hazardous to ship | |
| The item no longer has value
For example: A perishable item that has expired A live animal that has expired | |
| The item arrived after the latest estimated delivery date |
Covered The return is treated as if the item didn't match the listing. |
Perldo Genuineness Guarantee
The perldo inspection ensures that the item purchased matches the listing description and verifies the item’s authenticity. Genuineness Guarantee purchases are covered by Perldo Money Back Guarantee as detailed in this policy, with specific requirements and/or exclusions detailed below.
Return requirements and return shipping
Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy
Seller return requirements
- When a buyer requests a return for item not as described reasons, the seller must respond within the return request and offer a solution to the buyer’s issue
- When a buyer requests a return for remorse reasons, the seller must honor their return policy as specified in the listing
- When the seller is responsible for return shipping, the seller must provide a return shipping label or another return method that is acceptable to the buyer.
- The seller’s return address should be up to date in their Perldo.com and products should returned to the perldo office (72/1A, Anderson Road, Kalubowila , Dehiwala, 10350 ). The Perldo will return to the customer within 3 business days. If they haven’t specified a return address, the item will be returned to the seller’s registration address.
- The seller must pay any applicable customs fees or duties on the returned item
- When refunding the buyer, the seller must issue the refund through the return request on Perldo
- When shipping a replacement or exchange item, the seller must pay shipping cost to the perldo or If some cases agree to pay shipping cost by buyer, then buyer should pay shipping cost provide the new tracking details to the buyer
Buyer return requirements
- The buyer must return the item in the same condition in which it was received. If the item is returned used, damaged, or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. For more information, see our Condition of returned items policy
- When the seller is responsible for return shipping, the buyer must use the shipping label provided, or other return method agreed with the seller. If the buyer chooses to purchase their own label, they assume responsibility for return shipping, including the cost
- Any images added to a return request must be relevant to the return reason and comply with our Images, video and text policy
- When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item.
- The Buyer should return the all products to Perldo office at 72/1A, Anderson Road, Kalubowila, Dehiwala, 10350 and perldo will returned to the seller within 3 Business days.
Return shipping
Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.
| Reason for return | Who is responsible for return shipping |
|---|---|
| Items that don't match the listing |
Seller The Seller should pay shipping cost to the perldo and perldo will arenge the return shipping. |
| "Remorse" or "change of mind" returns | Per the seller's return policy in the listing ("free returns" or "buyer pays") If Seller or Buyer should pay shipping cost to the perldo and perldo arrange the return shipping. |
Proof of delivery for returned items
Returns should be sent with tracked shipping that can be independently validated.
We require all of the following to prove a successful return delivery:
- A delivery status of “delivered” or “attempted delivery” (or equivalent in the country to which the item was delivered);
- The date of delivery or attempted delivery;
- The recipient’s address, showing at least the city/county or zip code (or international equivalent) that matches the seller’s specified return address; and
If the party responsible for return shipping cost should pay to the perldo or buyer arrange their own shipping method in that case perldo is not responsible for refund, claim or any return to the buyer.
Refunds and billing for return shipping costs
If the buyer is responsible for return shipping, the return shipping cost should be pay to the Perldo and perlod is responsible for deliver the products.
If the seller is responsible for return shipping:
- Return shipping costs will be charged to the seller separately if:
- The seller authorized the buyer to use an Perldo return label, or
- Perldo provided a return label to the buyer on the seller’s behalf
- If the seller should sends funds to the Perldo to pay for return shipping perldo pay the refund to the buyer. The seller will not be refunded the amount by Perldo even if the buyer chooses to not return the item.
Estimated and actual delivery dates
Under Perldo Money Back Guarantee, time frames to report an issue or request a return may be based on:
- The estimated delivery date (the latest date in the estimated delivery range that was provided to the buyer at checkout), or
- The actual delivery date (the date that tracking confirms the item was delivered, or the date that an item was collected)
The table below sets out which of these applies when determining the latest date to report an issue or request a return.
| . | |
|---|---|
| When tracking shows the item was delivered/collected before the estimated delivery date | Actual delivery/collection date |
| When tracking shows the item was delivered/collected after the estimated delivery date | Estimated delivery date |
Buyers can find estimated delivery information in their Purchase history. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page.
Appeals and extensions
Appeals
When Perldo decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 14 calendar days of Perldo’s decision. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation.
Perldo reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals.
Extensions
In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet Perldo Money Back Guarantee requirements.
- In individual cases, extensions may be offered to take into consideration factors such as the buyer’s location, the shipping service used, whether tracking is available to show the status of a shipment, a seller’s extended return window, or other circumstances such as fraud
- Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. In most instances, we will notify buyers and sellers with an announcement on Perldo.com
Refunds, payment holds and reimbursements
Refunds to buyers
For most purchases, buyers are refunded to their original payment method.
If we’re unable to send refunds to the buyer’s original payment method, we may provide refunds by another method such as Direct Bank Transfer or by coupons or vouchers redeemable for purchases on Perldo.
Currency exchange rate applied to refunds
If a buyer chooses to use Perldo currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued.
Perldo does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer’s bank, credit card issuer, or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency
Seller payment holds
If a buyer reports that they didn’t receive an item or requests a return, or Perldo steps in on a Perldo Money Back Guarantee case, a seller’s funds may be held by Perldo as outlined in the User Agreement and Payments Terms of Use.
Seller reimbursements to Perldo
If Perldo determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller’s behalf, Perldo may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use.
If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.
Loss of coverage
Even if a transaction is eligible for Perldo Money Back Guarantee, buyers can lose protection if they:
- Voluntarily close a request or case, or
- Open duplicate claims using other resolution methods, or
- Engage in fraudulent or abusive buying behavior, or
- Violate an Perldo policy
Duplicate claims
A buyer may not seek resolution for the same transaction under more than one buyer protection program. Perldo may close a buyer’s Perldo Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction.
If a seller loses a chargeback they may be eligible for payment dispute seller protections.
Fraudulent or abusive buyer behavior.
Buyers will not be covered by Perldo Money Back Guarantee if they make fraudulent claims or engage in activity. This includes, but is not limited to:
- Colluding with a seller to wrongly declare an item’s value for customs
- Filing a chargeback after receiving a refund
- Claiming an item was not received when there is proof of delivery to the address provided on the Order details page
- Falsely claiming an item was not as described
- Opening duplicate cases using other buyer protection programs
- Returning an item other than the original item received
- Using or damaging an item and then returning it
we reserve the right to indefinitely suspend an individual’s coverage under Perldo Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer’s ability to request returns or refunds on Perldo and account suspension.
Other terms and related policies
- We may provide buyers and sellers with access to each other’s contact information in accordance with our User Privacy Notice
- Perldo Money Back Guarantee is not a product warranty
- For items shipped through the Global accepted DHL express.
- In certain situations, Perldo may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer
- We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement
- Buyers and sellers permit us to make final decisions about all cases, including appeals