Refund Policy

Last Updated: January 2025

1. Overview

We want you to be completely satisfied with your purchase from sam-clubs.shop. If you are not satisfied for any reason, we offer a comprehensive refund policy subject to the terms and conditions outlined below.

This Refund Policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

2. Return Eligibility

2.1 Return Window

You may request a return within 30 days of receiving your order. Returns requested after this period may not be accepted unless required by applicable law.

2.2 Eligible Products

To be eligible for a return and refund, products must meet the following criteria:

• Products must be unused and in the same condition as received
• Products must be in original packaging with all tags attached
• Products must include all accessories, manuals, and components
• Products must not show signs of wear, damage, or alteration
• Proof of purchase (order number or receipt) must be provided

2.3 Non-Returnable Items

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact Us: Email our customer service at returns@sam-clubs.shop or use the contact form on our website
2. Provide Information: Include your order number, product details, and reason for return
3. Await Authorization: We will review your request and provide a Return Authorization Number (RAN) within 2-3 business days
4. Package Items: Securely pack the items in original packaging with all components
5. Ship Return: Send the package to the address provided in your return authorization email

3.2 Return Shipping

• Customer Responsibility: You are responsible for return shipping costs unless the return is due to our error or a defective product
• Shipping Method: We recommend using a trackable shipping method and purchasing shipping insurance
• Risk of Loss: You bear the risk of loss during return shipment
• Return Address: Ship returns only to the address provided in your return authorization email

4. Refund Process

4.1 Inspection and Processing

Once we receive your returned item:

1. We will inspect the product within 3-5 business days
2. We will verify that the item meets our return eligibility criteria
3. We will send you an email notification regarding the approval or rejection of your refund
4. If approved, your refund will be processed

4.2 Refund Method and Timeline

Approved refunds will be processed as follows:

Note: Processing times may vary depending on your financial institution. Please allow additional time for the refund to appear in your account.

4.3 Refund Amount

• Full Refund: The original purchase price (excluding original shipping fees)
• Partial Refund: May be issued if items are returned in less than perfect condition, damaged, or missing components
• Shipping Fees: Original shipping fees are non-refundable unless the return is due to our error
• Return Shipping: Costs are deducted from refund unless we provided a prepaid label

5. Exchanges

5.1 Exchange Policy

We accept exchanges for:

• Different sizes of the same product
• Different colors of the same product
• Defective or damaged items

5.2 Exchange Process

To request an exchange:

1. Contact our customer service with your order number and exchange request
2. Follow the return process outlined in Section 3
3. Indicate the desired replacement item
4. We will ship the replacement once we receive and inspect your return

Note: If the replacement item has a different price, you will be charged or refunded the difference.

6. Defective or Damaged Products

6.1 Reporting Defects

If you receive a defective or damaged product:

• Contact us within 7 days of receiving the item
• Provide photos of the defect or damage
• Include your order number and product details
• Describe the issue in detail

6.2 Resolution Options

For defective or damaged products, we offer:

• Full Refund: Complete refund including original shipping costs
• Replacement: Free replacement shipped at no additional cost
• Partial Refund: Keep the item with a partial refund (case-by-case basis)

We will provide a prepaid return shipping label for defective or damaged items.

7. Incorrect Orders

If you receive an incorrect item:

• Contact us within 7 days of receiving your order
• We will arrange for return of the incorrect item at no cost to you
• We will ship the correct item immediately
• If the correct item is unavailable, we will issue a full refund

8. Cancellations

8.1 Order Cancellation

You may cancel your order:

• Before Shipping: Contact us immediately for a full refund
• After Shipping: You must return the item according to our return policy
• Cancellation Window: Cancellations must be requested within 2 hours of order placement

8.2 Cancellation by Us

We reserve the right to cancel orders in cases of:

• Product unavailability
• Pricing errors
• Suspected fraudulent activity
• Inability to verify payment information

If we cancel your order, we will provide a full refund.

9. Restocking Fees

In certain circumstances, we may charge a restocking fee:

• Standard Returns: No restocking fee
• Large or Heavy Items: Up to 15% restocking fee may apply
• Opened Electronics: Up to 20% restocking fee may apply
• Special Order Items: Up to 25% restocking fee may apply

Restocking fees will be communicated clearly before you initiate a return.

10. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your bank account or credit card statement again
2. Contact your credit card company or bank (processing may take additional time)
3. If you've done both and still haven't received your refund, contact us at refunds@sam-clubs.shop

11. International Returns

For international orders:

• Return shipping costs are the customer's responsibility
• Customs duties and taxes are non-refundable
• Extended processing times may apply
• We recommend using tracked international shipping
• Currency conversion fees may affect final refund amount

12. Promotional Items and Discounts

• Promotional Items: Free items included with purchases must be returned for a full refund
• Discount Codes: Refunds will reflect the actual amount paid after discounts
• Bundle Deals: If part of a bundle is returned, the refund may be adjusted to reflect individual item pricing

13. Warranty and Guarantees

Some products may come with manufacturer warranties:

• Manufacturer warranties are separate from our refund policy
• Warranty claims should be directed to the manufacturer
• We will assist in facilitating warranty claims when possible
• Warranty information is provided with qualifying products

14. Gift Returns

For items purchased as gifts:

• Gift recipients can return items with gift receipt
• Refunds for gifts will be issued as store credit or gift card
• Original purchaser will not be notified of gift returns
• Gift returns follow the same eligibility criteria

15. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date at the top of this policy indicates when it was last revised. Your continued use of our services after changes constitutes acceptance of the updated policy.

16. Legal Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. In case of conflict between this policy and applicable law, the law shall prevail.

17. Contact Information

18. Tips for a Smooth Return Process

19. Customer Satisfaction Commitment

At Modern Shopping Platform, your satisfaction is our priority. We are committed to resolving any issues quickly and fairly. If you have any concerns about your purchase or our refund process, please don't hesitate to reach out to our customer service team. We value your business and strive to exceed your expectations.