Returns & Refunds

At Scout, we are committed to providing a positive experience for both buyers and sellers on our platform. Our returns and refunds policy is designed to be fair and transparent, reflecting our dedication to customer satisfaction and support for women-led businesses and sustainable products. Please read the following policy carefully to understand how returns and refunds are handled for all transactions on our platform.

1. General Returns & Refunds Policy

Scout facilitates transactions between buyers and sellers. While Scout itself does not sell products or services directly, we provide the platform where these transactions occur. The following general guidelines apply to all transactions across all seller models.

2. Defective or Damaged Products

If a product is defective or damaged upon delivery, buyers should contact the seller directly through the platform's messaging system within 14 days of receiving the product to request a return, refund, or replacement.

3. Incorrect Products

If the buyer receives the wrong product, they should contact the seller to arrange a return and request a refund or exchange.

4. Change of Mind

Returns due to a change of mind are allowed within 14 days of receipt of the product. The product must be returned in its original condition and packaging. The buyer is responsible for return shipping costs unless otherwise agreed upon with the seller.

5. Custom and Personalized Products

For customized or personalized products, the following conditions apply:

• Upfront Payments: Buyers are required to make payments upfront to secure their orders.

• Order Cancellations: If a buyer cancels an order before the seller has begun work, a full refund may be issued. If work has already commenced, the refund amount will be determined based on the seller's progress and materials used.

• Defective or Incorrect Custom Products: If the custom product is defective or does not meet the agreed-upon specifications, buyers should contact the seller within 14 days of receipt to request a return, refund, or remake.

6. Services

For services purchased through Scout, the buyer and service provider will arrange transactions and deliveries directly. Returns and refunds for these transactions should be negotiated between the buyer and service provider. Scout encourages both parties to document their agreement clearly and to communicate openly to resolve any issues.

7. Returns & Refunds Process

To request a return or refund, buyers should follow these steps:

• Contact the Seller: Reach out to the seller directly through the platform's messaging system, providing order details and the reason for the return or refund request.

• Follow Seller Instructions: Adhere to the seller's specific return and refund policy, which may include returning the product in its original condition and packaging.

• Escalate if Necessary: If the seller does not respond or if there is a dispute that cannot be resolved, buyers can contact Scout's customer support for assistance. We will review the case and mediate to help both parties reach a fair resolution.