CurlScout (“CurlScout” or “our”) is a marketplace made up of independent, third-party vendors who operate their own shops on CurlScout.com. Our vendors fulfill and ship their own inventory. Therefore, returns are sent back to the vendor instead of CurlScout. Each vendor is responsible for their own policies regarding returns (each, a “Vendor Return Policy” and collectively the “Vendor Policies”). Vendor Policies will vary from shop to shop.
General Return Policy
To return an item purchased on CurlScout.com and receive a refund, the item may not have been opened, used, worn, altered or washed after receiving it.
The buyer musthave a return agreement with the vendor in writing before an item is shipped back to the vendor. An eligible return will need to be sent back to the vendor as provided for in the applicable Vendor Return Policy or as otherwise instructed by the vendor.
Exchanges are currently not allowed or supported on CurlScout, therefore vendors are prohibited from accepting exchanges. All vendors and customers must follow the return process for Requesting a Return and Refund.
International Returns & Refunds
Orders from and shipped to countries outside of the United States are final sale and may not be returned or refunded, unless due to an error/issue caused by the vendor (e.g. such as the wrong item was received). International customers should contact the vendor directly via the Order Notes if such an issue arises.
Important Notice Regarding Communication
To ensure all parties, including CurlScout stay connected regarding the returns and refunds process and that all communication records are maintained, CurlScout requires that all communication regarding returns and refunds and order issues take place using the messaging functionality made available by us on CurlScout. See Requesting a Return and Refund for more details.
What is an ‘eligible’ return/refund?
An item purchased from CurlScout is considered ‘eligible’ for return/refund if it complies with with the applicable Vendor Return Policy. Note that some vendors may not accept returns or the return window may be limited, so buyers should always review the Vendor Return Policy prior to making a purchase.
Types of Returns
Returns will generally be classified under one the following categories:
1. Standard (Non-issue)
‘Standard (non-issue)’ refers to when a buyer places an order and submits payment, receives the item, but changes her mind and decides she no longer wants the item. The item may be returned only if allowed according to the Vendor Return Policy.
Shipping Cost Responsibility
The buyer will be responsible for the return shipping cost for a standard (non-issue) return to return a return eligible item that was purchased on CurlScout, unless otherwise provided for by the vendor/Vendor Return Policy.
The original shipping charges paid at the time of purchase are non-refundable for standard returns.
2. Not as Described
‘Not as described’ refers to if the item received by the buyer is not as described, meaning what was received is materially different from what was ordered based on the vendor’s listing description. Here are a few examples of ‘not as described’ cases:
- The item received is a different color, model, version, or size.
- The item has a different design or material.
- The item was advertised as virgin, unprocessed or human but is not.
- The item is used, worn or damaged.
- A buyer purchased three items but only received two.
The vendor will work with the buyer to correct the order error/issue, including if and any relevant instructions regarding how the buyer should send back any incorrect items that may have been received.
If the item(s) purchased is return eligible according to the Vendor Return Policy, vendors and customers must follow the return process for Requesting a Return and Refund.
A non-delivery occurs when a buyer places an order and submits payment, but the vendor does not ship the item or does not ship the item to the correct address. The following are examples of non-delivery cases:
- An item was never sent/shipped by the vendor.
- An item was not sent to the address provided by the buyer on CurlScout.
- There is no proof/tracking information that the item was shipped and delivered to the buyer’s address noted in the order.
The vendor will need to work with the buyer to either provide a replacement product or process the applicable refund amount due to the buyer if the item was not delivered to the buyer for the reasons stated above.
A lost package is one that does not show as delivered by the carrier according to the tracking information.
Vendors are responsible for the package until it reaches the buyer and the tracking states “Delivered” or “Notice Left”. The vendor will be responsible for (i) following up with the carrier for assistance to make a claim to locate the package and (ii) for providing the buyer with either a replacement product or processing the applicable refund amount due to the buyer.
If the tracking says that the package was delivered and the buyer states that it was not received, the buyer will be responsible for and needs to reach out to the carrier for assistance to make a claim and try to locate the package. Vendors are not responsible for lost packages that have a confirmed delivery/delivered notice to buyer’s address according to the tracking information.
Note: If vendor agrees to cover return shipping cost
From time to time (usually for customer service reasons), a vendor may choose to provide a shipping label and/or cover shipping costs for a return. This decision is at vendor’s discretion. If a vendor wants to/has agreed to cover the shipping costs for a return, buyers should ensure to have this agreement in writing via the Order Notes.
Before you purchase a product from a CurlScout vendor, it is best to locate and get familiar with the Vendor Policies. You can view this information by either:
- Searching the Curl Boutiques directory to locate the vendor’s shop on CurlScout then clicking the ‘Policies’ tab located on the vendor’s shop homepage; or
- Clicking on the ‘Shipping’ tab on the product page for the product you wish to purchase.
Specific questions about a shop’s policies are best answered by the vendor.
For pre-sale inquiries, you should use the Contact Form found on the shop’s homepage to contact the vendor before placing an order to get clarification if you have questions in regards to the vendor’s policies.
For post-sale inquiries, you will need to contact the vendor using the Order Notes feature in your Customer Account. Please see our guide for Requesting a Return and Refund for more detailed instructions on how to request and make a return.
Returning an item
It is important that you have a return agreement with the vendor before you ship an item back. This means you will want to ensure that you have:
- Confirmation from the vendor via the Order Notes area in your customer account that they will accept the return
- A return shipping address provided by the vendor
- The timeframe in which the vendor expects to receive the returned item
- An agreement determining which party is responsible for the cost of return shipping (the buyer or the vendor)
Return Shipment Tracking
We also recommend all buyers use a return shipping method that has tracking and hold onto all records of the returned shipment (e.g. the tracking information or a postal receipt with tracking information) in case further action is required. Buyers will bear the responsibility for the item they are responsible for returning to the vendor, including without limitation any lost or stolen items. This could impact your ability to receive a refund.
Issues with a transaction & Reporting a problem
Since each vendor on CurlScout runs their own shop, CurlScout is not directly involved in transactions between individual buyers and vendors. CurlScout solely facilitates the sale between the buyer and vendor.
This also means when you encounter an issue with a purchase you made on CurlScout (such as a non-delivery, an item not being as described or an item that was damaged upon receipt), we ask that you first contact the vendor directly through your customer account to work towards a resolution. Because CurlScout is not directly involved in the transaction between buyers and vendors, we are unable to issue immediate refunds for purchases.
While it’s our hope that both the buyer and vendor will come to a mutual resolution, we can’t guarantee this will always be the case.
If you’re unable to get in touch with the vendor or work things out with them directly, the next step is Opening a Case with us at CurlScout so we can investigate.
Please be aware that not all issues will be eligible for mediation by CurlScout.
Vendor Return & Refund Policy
As a vendor on CurlScout, you’re expected to display your policies regarding returns and refunds in a Vendor Return Policy on CurlScout. This includes:
- Whether or not you accept returns
- The time frame in which you may accept a return
- Who will pay for the cost of return shipping for any items that are sent back to you
- Specification of any product not eligible for return
- Address where the return should be shipped to
If you enter into a return agreement with a buyer via Order Notes conversation area, we require you to fulfill that agreement. This may include:
- Issuing a refund for the returned item(s)
- Providing CurlScout with proof of shipping for a replacement item
If you do have a problem with a transaction, it’s best to contact the buyer directly via the Order Notes conversation area for the order. Buyers are also encouraged to contact you if they experience any issues.
Please visit the Vendor Handbook via the Vendor Dashboard for more detailed instructions on how to process a return and issue a refund.
Last Updated: August 10, 2018