26 min article

Purchasing Policy

This Purchasing Policy is effective from 17 September 2020.

1.

General

1.1This purchasing policy (“Purchasing Policy”) governs the payments, cancellations, returns and refunds (“Transaction”) made with respect to the sale or purchase of Products and/or Services on the Platform (“Order”).

1.2This Purchasing Policy should be read in conjunction and together with the Terms of Use and the Policies. For the purposes of this Purchasing Policy, all capitalized terms not otherwise defined herein shall have the meanings ascribed to them as set forth in the Terms of Use and the Trepup Glossary.

1.3All references in this Purchasing Policy to the singular shall include the plural (and vice versa) where applicable, and any gender form shall include all others.

2.

How to make payments?

2.1You can place an Order on the Platform by clicking the “BUY NOW” button. If you are a first time User, you will be required to register on the Platform and provide various details, including your billing, shipping and payment information. We automatically save this information to allow Users to make future purchases on the Platform with one-click buying. Instead of manually inputting billing, shipping and payment information for each future purchase, a User can use a predefined address and payment method to purchase one or more items. You are permitted to save multiple billing and shipping addresses and payment methods on the Platform.

2.2If you are already a registered User, once you click the “BUY NOW” button, you will be redirected to the “Review Your Order” page to confirm the details of your Order, billing and shipping address and the payment method saved by you on the Platform. You may either use the details already saved on the Platform or add a new payment method and/or billing and shipping address.

2.3You can review and confirm the details of your Order, including charges applicable to the Transaction, and click the “PLACE YOUR ORDER AND PAY” button to make the payment (“Trepup Payments”) and complete the Transaction.

2.4On clicking the “PLACE YOUR ORDER AND PAY” button, you may be required to authenticate the details of your selected payment method to complete a Trepup Payment through the payment gateway provider.

2.5You can accumulate a list of items for purchase on the Platform and add them to a shopping cart (“Cart”) associated with your User Account by clicking the “ADD TO CART” button. After adding an item for purchase to your Cart, you may either continue to add other Products and/or Services for purchase to your Cart, or go to your Cart and complete the Transaction by clicking the “PROCEED TO BUY” button. At the point of sale, the shopping cart software calculates the total for the Order, including any freight transport, postage or packaging and labeling. Associated taxes for the Transaction are calculated, as applicable.

2.6You can use various payment methods to make a Trepup Payment and complete a Transaction, including credit card, debit card, online banking, digital wallets or any other payment method available on the Platform from time to time.

2.7To help provide a safe and secure checkout process on the Platform, we use enterprise-grade security systems to protect applications on the Platform against cyber threats and data theft. We also work with well-established payment gateways that protect Buyers and Sellers by keeping Transaction details secure and confidential, immaterial of the payment method that is used.

2.8The payment gateways used on the Platform are managed solely by third-party service providers and therefore your use of such payment gateways is governed by the terms and conditions of such third-party service providers. You agree that the use of third-party service providers is at your sole option and risk. You can view the contact details of the third-party service provider for a Transaction by clicking "Your Orders" on the main menu linked to your User Account.

2.9Please read the Privacy Policy to understand how we process any payment-related information shared and saved by you on the Platform.

2.10All credit and debit cards are subject to payment verification by the issuing banks or the payment gateways. Your online Transaction on the Platform is secure with the highest levels of transaction security available on the Internet. Trepup is compliant to the requirements for Payment Card Industry Data Security Standard (PCI DSS) v3.2.1 (certificate number PCI/COC/TAG07320). The PCI Standard is governed by the PCI Security Standards Council.

2.11

You agree and acknowledge that Trepup will not be liable for any loss or damage arising directly or indirectly out of or in relation to your Transactions due to the following:

(a)

Lack of authorization for any Transaction;

(b)

Preset limits for Transactions that have been mutually agreed to between you and the issuing bank are exceeded;

(c)

Any payment issues arising out of the Transaction, including but not limited to any credit card fraud (any fraudulent purchase on the Platform due to theft or unauthorized access of a User Account or unauthorized use of the credit card information of a third party) or any late payment or default by a Buyer on the Platform; or

(d)

If the Transaction is declined for any other reason.

2.12The payment methods not accepted for Trepup Payments include cash on delivery, checks or postal orders, gift cards and/or vouchers, book tokens, international wire transfers, direct debits or standing orders, virtual currencies and/or equated monthly installment (EMI) payments.

2.13In the event a Transaction fails or is unsuccessful due to the entry of incorrect or inaccurate details, you will automatically be redirected to the “Select a Payment Method” page on the Platform.

2.14You agree that you as the Buyer will be responsible for payment of processing charges, taxes or other fees applicable to the Transaction.

2.15Cancellation, return or refund of an Order must be done solely on the Platform. Any contact between the Buyer and the Seller outside the Platform for cancellation, return or refund is not permitted.

2.16You agree and acknowledge that we may, at our sole discretion, refuse or cancel an Order and/or Transaction on the Platform without providing any reason or liability for loss or damage arising out of, or in connection with, such cancellation. You will not be charged any cancellation fee or charges for any such cancellation.

2.17Upon successful completion of your Transaction, you will receive an email with the details of your Order along with the estimated date of delivery of the Order. The scheduled delivery date may be subject to changes owing to a variety of factors and is only indicative of the date we estimate you will receive the Order. You can also visit the "Your Orders" page to view the summary of your Transactions.

2.18The Order will be marked “Delayed” on the "Your Orders" page if the delivery has not been completed within two business days of the scheduled date of delivery. You can request a refund for a delayed Order other than in instances where the delay is due to force majeure events.

3.

Price gouging

3.1We are committed to ensuring that the Platform remains safe for Users. Price gouging, unfair trade practices or price manipulation of any nature for a listing by the Seller is not permitted on the Platform. Refer to the Products and Services General Listing Policy, to learn more about what constitutes unfair trade practice or price gouging on the Platform and how to report it.

3.2We take reports of price gouging, unfair trade practices or price manipulation very seriously and will actively investigate and take appropriate action against the Seller. This may range from removing the listing, restricting the Seller to list similar Products and/or Services, or for any repeated or major violations, suspension of the Seller’s access to the Platform.

4.

Cancellations

4.1

Cancellation initiated by the Seller

(a)

As a Seller, you acknowledge that all Transactions on the Platform are subject to the Policies.

(b)

You may cancel an Order or any distinct item in an Order only for the following reasons: (i) the available stock of the listing has quality issues or is damaged or defective in nature; (ii) the item is out of stock after the completion of the Transaction; (iii) the Buyer has initiated a discussion for negotiating the price of a Product and/or Service, which is not in accordance with the Policies; or (iv) the Buyer has initiated the Order or Transaction using a shipping address not registered on the Platform.

(c)

Except for the aforementioned cancellation reasons, in all other circumstances, you will be required to fulfil the Order.

(d)

You are aware that if you cancel an Order or any distinct item in an Order for any reason, the Buyer may post feedback in accordance with the Feedback Policy, which may impact your rating on the Platform.

4.2

Cancellation initiated by the Buyer

(a)

As a Buyer, you acknowledge that the Seller is responsible for fulfilling any Orders placed by you on the Platform. If you wish to cancel an Order or any distinct item in an Order, then you must do so in accordance with the Policies.

(b)

You may cancel an Order or any distinct item in an Order within 24 hours of placing the Order or any time before the Order has been shipped, whichever is earlier.You can cancel the Order or any distinct item in the Order by clicking "Your Orders" on the main menu and selecting the Order and selecting the Order or the specific item that you want to cancel. You agree that in the event you do not initiate a cancellation request within the timeframe mentioned above, you waive your right to cancel an Order.

(c)

If you cancel an Order, you will only be allowed to provide feedback by way of comments or sharing details of the Seller. However, you will not be allowed to rate the Seller.

4.3You can check the status of your request at any time by clicking "Your Orders" on the main menu.

5.

Return of Orders

5.1You may return an Order or any distinct item in an Order and receive a refund in accordance with this Purchasing Policy.

5.2We follow a 7-2-7 days rule for completing the refund process on the Platform. You have seven days from the date of delivery of an Order to initiate a request for return. Thereafter, the Seller has two business days to respond to the request for return. If there is a dispute, you must inform Trepup of the dispute within seven days of the Seller responding to your request.

5.3You will be permitted to initiate a request for return within seven days from the date of delivery of your Order. By way of illustration: If you receive an order on the 1st of January, you are permitted to return the order on or before the 8th of January.

5.4To initiate a request for return, select an Order or any distinct item in an Order that you are interested in returning on the "Your Orders" page and click the “RETURN OR REPLACE ITEMS” button.

5.5The Seller will have two business days to respond to your request for seeking a return. By way of illustration: If you initiate a request to return an Order or any distinct item in an Order on the 8th of January, the Seller is required to respond to your request on or before the 10th of January if both 9th January and 10th January are business days. However, if it is a weekend, i.e., a Saturday or a Sunday, or a public holiday in the region where the Seller is located, then the timeline to respond is automatically extended to the next business day. For example, if you place a request for return on the 8th of January, then:

Scenario

8th of January is a Friday and both Saturday and Sunday are not business days

9th of January is a public holiday

Response time of Seller

On or before the 12th of January

On or before the 11th of January

5.6Upon the Seller’s response to your request for return, you will receive an email indicating the status of your return request. You will also be able to view the status of your request by clicking "Your Orders" on the main menu.

5.7You may return an Order or any distinct item in an Order in accordance with this Purchasing Policy and the Shipping, Packaging and Delivery Policy.

5.8We expect Sellers on the Platform to address and resolve requests to your satisfaction. However, if you are not happy with the response you receive from a Seller, or if the Seller is unresponsive, you are entitled to raise a dispute with Trepup within seven days of receiving a response from the Seller to your request for return of an Order or any distinct item in an Order. You must raise a ticket for resolving your dispute with the Seller in accordance with the Dispute Resolution Policy. By way of illustration: If you receive a response from the Seller on the 10th of January, or if the Seller is required to respond to you by the 10th of January and has not responded, you are permitted to raise a dispute with Trepup on or before the 17th of January.

5.9If you do not raise a ticket within seven days from the date the Seller responds to your request for return, you waive your right to raise a dispute with Trepup and seek refund under the Money Back Policy.

5.10

In the event that we decide in your favor, you will be entitled to a full refund against the Order or the distinct item in the Order that is in question. The decision of Trepup in this regard will be final and binding.

5.11The processing of a refund for your return will be done in accordance with Section 6 of this Purchasing Policy.

5.12We recommend the use of shipping services that offer tracking facilities when you return an Order or any distinct item in an Order.

5.13

While returning an Order or any distinct item in an Order, you must ensure that the contents are in the same condition they were in when you received them. You must also adhere to the following conditions while returning an Order or any distinct item in an Order:

(a)

The contents should be intact, unused, unaltered and with no signs of use outside;

(b)

The contents should not be different from what was shipped to you;

(c)

The contents should be returned with the original packaging along with the original tags, labels, certificates and other accompanying materials included in the Order;

(d)

If the content includes art or collectibles, then the certificates of authenticity, grading or appraisal should be included and the contents should not have been removed from the sealed packaging;

(e)

The content should not be expired; and

(f)

If the content is related to software, movies, music or games, the factory seal should not be broken.

5.14You agree that Trepup will not be held liable for any claims arising out of receipt of any duplicate, prohibited, illegal or restricted Products, nonconformity of the Products or any defect in Services with the conditions provided in the listings, unauthentic items, delay in shipping or wrongful delivery by the Seller, or any nonperformance of any obligations by the Seller as provided in this Purchasing Policy, and any other Policies, including the Products and Services General Listing Policy, Prohibited and Restricted Items Policies, Product Warranties and Safety Policy and Content Policy.

5.15

You agree and acknowledge that you will not have a right to initiate a return of an Order or any distinct item in the Order in the event where:

(a)

The listing clearly indicates that return or refund is not permitted, which is typically for items such as beauty and personal care products, perishable products, appliances, fertilizers and live plants; or

(b)

The contents are customized as per the specification provided by you.

5.16Returned items that do not meet the illustrative criteria provided in Section 5.13 of this Purchasing Policy may be subject to a partial or no refund.

5.17Buyers who have a history of abusing the returns process may be subject to the consequences outlined in the Abusive Buyers Policy.

6.

Refunds

6.1

Issuance of refunds

(a)

If either you or the Seller has canceled an Order or any distinct item in an Order, the refund will be processed in accordance with this Purchasing Policy and the Shipping, Packaging and Delivery Policy.

(b)

In order to begin the refund process, you must first return the Order or any distinct item in an Order for which the request for refund has been placed.

(c)

After the Seller receives the Order or distinct items that you have returned, the Seller will confirm the receipt of and authorize the refund request. For further details, refer to Section 5 of this Purchasing Policy.

(d)

After confirmation and authorization, we will process the refund within three to five business days. If the standard time frame has expired and you have not received the refund, you may contact the issuing bank for more information.

(e)

We will issue refunds using the payment method and in the currency that was used for completing the Transaction. Refunds will not be processed in cash.

(f)

If the payment method, which was used by you to make the payment at the time of purchase, is no longer valid, or if we receive a payment failure notice from your bank, the refund will be issued through a demand draft. We will send you an email requesting you to provide additional details for issuing and processing the demand draft and initiating the refund thereafter. We will not initiate refunds to third-party accounts.

6.2

Refund status

You may check the status of your refund by clicking "Your Orders" on the main menu.

6.3

Misuse of returns

We strive to provide the utmost protection to Users on the Platform from fraudulent activities. However, if you are a Buyer and are involved in any of the activities as described in the Abusive Buyers Policy, then we will take actions against you, including issuing warnings, blocking you from requesting returns or refunds on the Platform, blocking you from opening claims and suspending your account.

7.

Fraud prevention and dispute resolution

7.1Trepup is committed to providing maximum safety and security to Users with the ultimate goal of keeping your personal information safe on the Platform. In this regard, we have created security architectures that address the unique requirements of mobile and desktop to try and ensure the total safety of your payments.

7.2If you are suspicious about an email that claims to be from Trepup, come across a fraudulent listing or suspect that someone has hacked your User Account or is aware of your login credentials, you should immediately report the activity by directly contacting us.

7.3In the event of a dispute regarding payment, including any fraudulent Transactions, you should submit a complaint to the Seller and raise a request for return. We will help you to resolve your complaint in accordance with this Purchasing Policy if the complaint is not resolved by the Seller within 30 days from the date of issue of request for refund.

7.4You must file your dispute with the Seller first prior to contacting us. If you fail to resolve the matter with the Seller, you may raise a dispute regarding the issue with us. We will resolve any disputes in accordance with the Dispute Resolution Policy.

8.

Transactions between Buyer and Seller

8.1Each Transaction on the Platform is made between a Buyer and a Seller. While we facilitate Transactions between Buyers and Sellers, we will not be considered a party to any Transaction. Trepup does not represent the Buyer or the Seller on the Platform and will not be responsible for completion of the actions by the Buyer or the Seller in a Transaction.

8.2You agree and acknowledge that as a Buyer or a Seller, as the case may be, you are solely responsible for agreeing on, entering into and performing all of the terms and conditions of the Transaction conducted on, through or as a result of using the Platform, including, without limitation, terms regarding payment, returns, warranties, shipping, insurance, fees, taxes, licenses, fines, permits, handling, transportation and storage.

9.

Contact us

If you have any additional questions or require further clarification regarding this Purchasing Policy or any of the Policies, please contact us at any time using the details below.

Trepup.com AG Attn: Legal Operations Dorfstrasse 16 6341 Baar Switzerland Email: legal@trepup.com
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