Refunds and Returns Policy

1. Overview

This Refund and Return Policy outlines the circumstances under which refunds may be issued for purchases made through the IslandHub platform.

IslandHub operates as a marketplace connecting customers with independent Merchants. While IslandHub facilitates payments and processes refunds, all products are sold by Merchants, who remain responsible for fulfillment and product quality.

2. General Principles

Refunds are assessed on a case-by-case basis and may be granted where a legitimate issue is identified with an order.

IslandHub reserves the right to determine refund eligibility at its discretion, acting reasonably and in good faith.

3. Eligible Refund Scenarios

Refunds may be issued in the following circumstances:

• Missing Items: Where an item was purchased but not received by the customer.
• Incorrect Items: Where the item received does not match the description or order placed.
• Order Not Received: Where the full order was not delivered within a reasonable timeframe and cannot be fulfilled.
• Damaged or Defective Items: Where items are received in a damaged or unusable condition, provided sufficient evidence is submitted.

4. Non-Eligible Scenarios

Refunds will generally not be issued in the following cases:

• Change of mind after purchase
• Minor variations in product appearance that do not affect functionality
• Incorrect orders placed by the customer
• Issues reported outside the specified claim period

IslandHub reserves the right to assess each situation individually.

5. Claim Process

To request a refund, customers must:

• Submit a request through the platform or designated support channel
• Provide relevant details, including order information and supporting evidence (e.g., photos, description of issue)

Claims should be submitted as soon as reasonably possible and generally within seven (7) days of delivery or expected delivery.

6. Refunds Processing

Where a refund is approved:

• IslandHub will process the refund to the original payment method, unless otherwise determined in accordance with this policy
• In certain circumstances, refunds may be issued as platform credit, including but not limited to cases where operational efficiency, dispute resolution, or fraud prevention considerations apply
• Refund timelines may vary depending on the payment provider

Merchants are generally responsible for refunded transactions. IslandHub may, at its sole discretion, contribute toward refunds or customer remediation efforts in certain circumstances.

7. Delivery-Related Issues

For orders involving delivery through third-party providers (including integrated partners such as Bento):

• Delivery-related issues will be reviewed based on available tracking and confirmation data
• IslandHub will coordinate with the relevant delivery provider and Merchant to assess the claim
• IslandHub does not guarantee delivery timelines but will support reasonable resolution of issues

8. Partial Refunds

Where only part of an order is affected (e.g., missing or incorrect items), partial refunds may be issued accordingly.

9. Abuse and Fraud Prevention

IslandHub reserves the right to deny refund requests or suspend accounts where there is evidence of:

• Repeated or abusive refund claims
• Fraudulent activity
• Misuse of the platform

10. Policy Updates

IslandHub may update this policy from time to time. Continued use of the platform constitutes acceptance of any updates.

11. Contact Information

For refund requests or questions, please contact:
IslandHub Technologies Ltd.
Email: support@islandhub.ky
Location: Grand Cayman, Cayman Islands