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How we handle returns in One Fulfillment by Allegro
In One Fulfillment by Allegro, we handle returns requested due to withdrawal from the agreement and within statutory warranty, for which the buyer will get a refund.
We do not handle all complaints within the service
We will not handle returns within statutory warranty if:
- they buyer wants to exchange or repair products
- they were reported after the deadline for withdrawing from the agreement that you specified. Buyers should send such products to your address. If they send them to the Allegro Warehouse — we will send the products to you.
What we will change on your account in terms of returns management
In the Order settings tab, we will enable the Auto refund for returned goods option. We will automatically determine a 2-day deadline for refunds ― for both withdrawals from the agreement and complaints.
In the Returns Terms tab, we will automatically:
- specify that the buyer covers the cost of the return parcel
- change the returns address to: Magazyn Allegro, Adamów 50, 05-825 Adamów
- declare that we do not accept returns shipped to the Allegro Warehouse with a POD delivery option
- declare that we accept returns from businesses (joint-stock companies, limited liability companies, limited partnerships, partnerships, civil partnerships, general partnerships, foundations, and registered associations).
What you can change on your own in returns management
In the Returns Terms tab, you can:
- set the deadline for withdrawing from the agreement longer than 14 days
- limit the right to withdraw from the agreement for selected product groups. If you do it, we will take those limitations into account while verifying returns sent to the Allegro Warehouse.
How we handle returns
- The buyer completes the return form and dispatches the return parcel to the Allegro Warehouse.
- Then, we block the amount for an automatic refund in your Allegro Finance.
- We collect the return parcel at the Allegro Warehouse, and then:
- check if the returned product matches the one from the order. We do it based on:
- the EAN (GTIN) code
- the expiration date and the serial number (if a given product has it).
- we check whether the buyer can withdraw from the agreement, that means whether:
- the deadline for withdrawing from the agreement you specified in the Returns Terms tab has not yet passed
- whether the product is not subject to limited withdrawal rights.
- Once we make sure that:
- the buyer has returned the correct product ― we will refund the buyer the full amount they paid, and in the case of orders outside Allegro Smart! we will also return:
- the total delivery cost ― if the whole order is from you
- partial delivery cost ― in the case of a combined order (from multiple sellers). In that case we will calculate the cost proportionally to the product price.
We will also email the buyer about the refund.
- we cannot accept the return ― we will reject it. We will then email the buyer and send the product back to them at our expense.
- Next, if we:
- accept the return ― you will get a transaction rebate (sales commission refund). Make sure you document the refund to the buyer.
- reject the return ― we will release the money we have blocked for a refund in your Allegro Finance.
- If we accept the return, we will assess the condition of the product the buyer returned. If the product:
- is of full-value (brand new, packed, sealed with foil, labeled) ― we will put it back for sale
- is defective (has been opened, dented, the buyer states that it has defects, or ― in the case of bundles ― has missing elements) ― we will send it back to you along with other defective products at your expense
- has a short expiration date (less than 60 days) ― we will send it back to you along with other defective products
- has been damaged (partially or fully) ― we will ship it back to you at your expense or dispose of it (if it is unsuitable for shipment). We will also pay you compensation in the amount equal to the product price in the offer and shipment costs.
If we find that the product is only suitable for disposal and you do not agree ― you can file a complaint. You have 7 calendar days from the moment we assess the product to do so. You can file a complaint through this form .
Where you can find the information about returns
- In the Returns tab. There, you can find the reason for the return, the parcel return status, the returned products condition, and more.
- In the Payment Refunds tab. There, you can find information about refund amount.
- In the email you get from us ― we will email you when the buyer completes the return form.
Additional information
- If in the Returns tab you cannot see the reason for a given return, that means the buyer has not completed the return form.
- Make sure you always have enough money in your Allegro Finance ― so that we can use it to refund the buyers. For that, you can hold money in Allegro Finance.
- If you do not have enough money in your Allegro Finance for us to refund the buyer for the returned product ― top up your Allegro Finance with a specific sum needed to issue that particular refund.
- The buyer may return the defective product to the Allegro Warehouse at their expense. If we accept the complaint, you will need to refund the buyer the delivery cost. Contact the buyer and ask to provide the dispatch confirmation and details for the delivery cost refund.
