SELLER RETURNS & CUSTOMER SERVICE REQUIREMENTS

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KINGSTON EXPRESS #

SELLER RETURNS & CUSTOMER SERVICE REQUIREMENTS #

Last Updated: [Insert Date]

This Seller Returns & Customer Service Requirements policy sets out the minimum standards sellers must meet when handling buyer communications, returns, refunds, and customer service on the Kingston Express platform.

This policy applies to all third-party sellers and forms part of the Marketplace Seller Agreement and Seller Policy Library.

1. PURPOSE #

Kingston Express requires consistent customer service standards to ensure a reliable buyer experience across the Platform. Sellers are responsible for meeting these requirements for all orders involving their products.

Failure to comply may result in enforcement action.

2. RESPONSE SERVICE LEVEL AGREEMENTS (SLAs) #

2.1 Buyer Message Response Time #

Sellers must respond to buyer inquiries submitted through the Platform within:

24 hours (excluding public holidays), or
A shorter timeframe if specified by Kingston Express

Responses must be meaningful and address the buyer’s issue.

2.2 Resolution Timelines #

Sellers must make reasonable efforts to resolve buyer issues promptly, including:

Order inquiries
Delivery issues
Return requests
Refund questions

Repeated delays or non-responses may be treated as policy violations.

3. RETURN ACCEPTANCE OBLIGATIONS #

3.1 Eligible Returns #

Sellers must accept returns that are:

Approved under the Returns, Refunds & Cancellations Policy
Required by applicable consumer protection laws
Due to seller error (damaged, defective, incorrect item)

3.2 Return Authorization #

Where return authorization is required, sellers must:

Approve or deny return requests within 48 hours
Provide clear return instructions
Not impose unreasonable conditions or delays

Failure to respond may result in automatic approval by Kingston Express.

4. REFUND TIMELINES #

4.1 Refund Processing #

Once a return is approved or a refund is otherwise required, sellers must issue refunds within:

5 business days of:
- Receipt of the returned item, or
- Confirmation that a return is not required (where applicable)

4.2 Method of Refund #

Refunds must be issued using the method specified by Kingston Express and in accordance with platform policies.

Sellers must not:

Issue refunds outside the Platform
Delay refunds to discourage returns

5. RETURNS FOR ITEMS DISPATCHED BY KINGSTON EXPRESS #

Where items are Dispatched by Kingston Express:

Kingston Express may manage return logistics on the seller’s behalf
Sellers remain financially responsible for eligible refunds unless otherwise stated
Dispatchment and handling fees may apply

Dispatchment does not transfer refund responsibility unless Kingston Express is the seller of record.