...
Where the customer can provide evidence that they have returned their order to you, such as a tracking reference showing delivery, and the refund has not been actioned within 14 days, we will refund the customer at your expense where this issue is raised to us. If you reject a customer's return or do not collect this from a collection point and this is returned to the customer, we may refund the customer at your expense and if you require the item to be returned to you again, you will be asked to provide the customer with a free returns label.This labelThis also applies where the return has been awaiting payment of a customs fee and is returned to the customer.
In the instance where a customer has taken all reasonable action to return their order to you, and the order has arrived into your country, but no further updates are received from you following this, Fruugo may at our sole and absolute discretion, refund the customer and deduct this from your retailer payments.
Please note that customers in certain countries are only legally obliged to show that they have returned the order to the correct address and are not obliged to wait for the order to be physically in the retailer’s possession before being entitled to a refund. In such circumstances, Fruugo will inform you and action the refund at your expense. Please note that the use of returns tracking by a customer is not a legal requirement.
...