How do I return items to the merchant?
Jetkrate helps you to return an item to the merchant that you have purchased from.
You need to check the Merchant's return policies and obtain a 'return authorisation' reference number and possibly also a returns label (typically for returns from your suite to the Merchant). We can then help to arrange return shipping of the item.
For domestic returns
"Domestic returns" refers to returns from our hub – e.g., if we discover the item is damaged, or if it is something that can’t be shipped (see FAQ). It involves that the seller is based in the same country than the hub in which your shipment is.
We charge an administrative handling fee of NZD$40 (or £20 or €20) and an additional NZD$30 (or £15 or €20) if you are unable to provide a returns label. Payments need to be done via PayPal to email@example.com or debit/credit card.
Once a payment is made and the online return form is submitted, allow 2 business days for the return to be processed.
For international returns
Due to the international shipping involved, you are not able to "exchange" items in the sense that you can simply adjust your order. If you wish to swap the item for another, you need to return the product, cancel the order, and place a new order with the Merchant. You will see two charges on your card statement or PayPal account:
- a credit for the returned item
- and a debit for the replacement item.
You'll need to contact us so we can provide you with an estimate of the return charges and arrange for DHL to pick up your package. Shipping charges will vary depending on the country and the package size and weight.
All you need to do is to send a return request to firstname.lastname@example.org, including the complete following information:
- your suite number,
- the PayPal payment reference number,
- the amount paid via PayPal,
- the shipper's return RMA reference
- the Merchant's name
- the delivery address that the return needs to be sent to.
Please note that shipping charges, duty, tax and other charges will also apply to the shipment of the replacement items. You may be able to get a refund of any duty/tax paid on the initial shipment that is returned; check with your country's Customs Authority. However, depending on your country and the value of the goods, the necessary administrative charges may exceed the amount of duty and tax paid. Shipping charges on the initial shipment are not refundable.