Return & Exchange Policy – EZOZO Shop

This policy explains the responsibilities of sellers and buyers and the role of EZOZO regarding products and transactions conducted through stores listed on EZOZO Shop.

1. Role of EZOZO

EZOZO is an online platform designed to facilitate product listings and communication between sellers and buyers. EZOZO is not the seller, owner, manufacturer, or distributor of products listed by stores and is not a party to the sales contract between seller and buyer, unless expressly stated otherwise.

Sales and purchases are conducted under the responsibility of their respective parties. Store owners are responsible for the products and services they offer and for complying with applicable laws and regulations. Nothing in this policy limits any rights or guarantees granted to consumers by law.

2. Store Owner Responsibility

Store owners are responsible for products and services offered through EZOZO and must:

• Provide accurate and clear product descriptions.
• Display genuine and non-misleading product images and specifications.
• Clearly display product prices.
• Clearly state whether a product is new, used, or refurbished.
• Disclose known material defects or relevant product conditions.
• Clearly state applicable sales, return, exchange, and warranty conditions.
• Comply with consumer rights established by applicable law.
• Provide accurate contact and payment information.
• Issue invoices or sales receipts whenever legally required.
• Assume responsibility for payments or financial transfers made between the seller and buyer.

Store owners are responsible for handling return, exchange, and product-related complaints in accordance with applicable law and their published sales terms.

3. Returns and Exchanges

Returns and exchanges are handled directly between the buyer and store owner. EZOZO does not receive products or refund money on behalf of a store unless EZOZO expressly announces a service that performs such function.

Store owners must clearly disclose their return and exchange conditions before completing a sale and must comply with any mandatory consumer rights established by law.

If a product has specific return or exchange conditions, the store owner must clearly inform the buyer before purchase. Store conditions may not be used to cancel or restrict any mandatory consumer right established by law.

4. Buyer Responsibility Before Purchase

Buyers should take appropriate steps to verify the product and seller before completing a purchase, including:

• Reviewing the product description and specifications.
• Confirming the final price.
• Confirming the condition of the product.
• Asking about any unclear defects or product conditions.
• Reviewing return and exchange conditions.
• Verifying the store owner's information.
• Inspecting the product upon delivery whenever possible.
• Keeping the invoice or purchase receipt.
• Keeping communications and documents related to the transaction.

For direct sales or personal pickup, buyers are advised to inspect the product and confirm its condition and specifications before paying, whenever possible.

5. Keeping Invoices and Proof of Purchase

Buyers are advised to keep invoices, payment receipts, and any documents proving the purchase, as well as communications related to the order, including product descriptions, prices, sales terms, return conditions, and other agreements between the parties.

Such documents may be necessary to establish transaction details in case of a dispute. Buyers may use them when submitting a complaint to the competent authorities, including the Consumer Protection Agency, in accordance with applicable procedures.

6. Financial Transaction Responsibility

EZOZO is a platform that facilitates buying, selling, and communication between sellers and buyers. EZOZO is not a party to direct payment transactions between them.

EZOZO is not responsible for product quality or whether products match their descriptions, and is not responsible for any direct financial transfer between seller and buyer, without prejudice to any responsibility or obligation imposed on the platform by law.

Store owners must provide transparent product, pricing, and payment information. Sellers and buyers are responsible for verifying payment details before making any transfer.

Any complaint concerning a request to transfer or receive money in a manner that violates applicable rules will be reviewed and investigated. This may result in store suspension or other action, including store removal, based on the investigation outcome and EZOZO terms.

7. Complaints Against Stores

If EZOZO receives a customer complaint against a store, EZOZO may take temporary measures to protect users and maintain platform safety, including:

• Temporarily suspending the store.
• Restricting certain store functions.
• Temporarily removing products from public display.
• Requesting information or documents from the store owner or complainant.
• Reviewing available data and communications related to the complaint.

Suspension may remain in place until the complaint review is completed or the store owner provides evidence demonstrating that the alleged violation did not occur, depending on the case.

Store suspension does not mean that EZOZO has determined the dispute in favor of either party. It is a precautionary measure pending completion of the review.

8. Confirmed Violations

If an investigation establishes a violation of EZOZO terms, misleading information, fraudulent activity, misuse of the platform, or a repeated or serious violation, EZOZO may take appropriate action, including:

• Removing the violating product or products.
• Suspending the store.
• Canceling the store.
• Blocking the account.
• Blocking phone numbers associated with the violating account.
• Blocking email addresses associated with the violating account.
• Preventing creation of new accounts or stores using information associated with the violation.

Such actions are taken in accordance with EZOZO terms and investigation results and do not prevent any party from referring the matter to the competent authorities.

9. Disputes Between Seller and Buyer

EZOZO is not a court or arbitration body for sales disputes. Suspension or removal of a store does not constitute a final judgment regarding a civil or commercial dispute between the parties.

Depending on the circumstances, buyers and sellers may refer their claims to competent governmental or judicial authorities in accordance with applicable law.

All parties should keep documents and evidence related to the transaction for use when needed.

10. Prohibited Products

Store owners may not list or sell products or services prohibited by law or by EZOZO terms.

EZOZO may remove content or products that violate its terms or pose a risk to users, and may suspend or remove stores in accordance with its policies and procedures.

11. Store Owner Acknowledgment

By registering a store on EZOZO, the store owner acknowledges that:

• They are responsible for products and services offered through their store.
• They are responsible for the accuracy of information they provide.
• They are responsible for financial transactions conducted with buyers.
• They must comply with their published sales, return, and exchange conditions.
• They must comply with applicable consumer protection laws and regulations.
• They understand that EZOZO is not a party to the sales contract between seller and buyer unless expressly stated otherwise.

12. Buyer Acknowledgment

By using EZOZO to search for products or communicate with store owners, the buyer acknowledges that the purchase is made between the buyer and store owner. Buyers are responsible for reviewing product details and sales, payment, return, and exchange conditions before completing a transaction.

Buyers are strongly advised to keep invoices, payment receipts, and any purchase-related documents as important evidence of their rights when needed.

13. User Rights and Competent Authorities

This policy is not intended to prevent any user from exercising any right granted by law, including submitting a complaint to the Consumer Protection Agency or any competent governmental or judicial authority.

All legal rights of consumers and sellers remain protected in accordance with applicable laws and regulations.

14. Policy Changes

EZOZO reserves the right to modify or update this policy when necessary, including due to changes in platform services, applicable laws, or operating procedures.

Updates will be published on this page. Users are advised to review this policy periodically.

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