Refund policy

Returns & Refunds Policy  

This policy outlines our procedures for handling refunds, returns, and defect claims, ensuring a fair and efficient resolution process.

1. General Information

UberGreenPackaging operates as a marketplace, connecting customers with suppliers selling sustainable packaging products. Returns and refunds are handled on a case-by-case basis, considering the specific circumstances of each purchase.

2. Initial Payment

Upon placing an order, the customers will pay for the goods on the marketplace. This ensures that the transaction is secure and that funds are available for any necessary refunds.

3. Third-Party Seller Policies

Products are subject to the return and refund policies of the suppliers. We will liaise with the supplier on the customers behalf, but their policies will apply. We will inform you of any relevant policies during your return request.

4. Resolution Time

We aim to resolve all return and refund requests within 7 business days. First response to the customer will be within 1 business day (24 hours) and with cooperation from customer and suppliers we would achieve a resolution within 3 business days (72 hours).

5. Return Process for Non-Defective Goods

- Initiating a Return: Contact us within 14 days of receiving your order (7 days for Taiwan)  at UberGreenPackaging@spartanpac.com or chat function on the website with your order number and reason for return.

- Return Approval: We will review your request and respond within 1 business day (24 hours). Approved returns must be unused, in original condition, and packaging, with proof of purchase.

- Partial Refunds: May be granted for items that show signs of use or are not in original condition.

- Refund Denials: If a refund is denied, we will explain the reasons.

- Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

6. Kinara’s Role in Defect Resolution

- Investigation: Upon receiving a defect report, our team will initiate an investigation by communicating with the supplier to determine the cause and responsibility for the defect.

- Supplier Response: The supplier is required to review the complaint and respond to our team with their decision regarding the fault.

- Exceptions and Special Cases: Our team reserves the right to make exceptions based on specific circumstances, always aiming to maintain fairness and customer satisfaction.

7. Refund / Exchange Process for Defective Goods

- Supplier Agreement: If the supplier acknowledges the fault, our team will refund the customer the full amount and subsequently charge back the supplier for the defective product. Otherwise, an exchange could be arranged instead.

- Disagreement Resolution: If the supplier disputes the defect claim, our team will carefully review the situation, considering the evidence from both the customer and the supplier. At this point, our team will intervene and attempt to resolve the dispute.

- Final Resolution: If the dispute between the customer and the supplier remains unresolved, even after our team’s intervention, we will settle the dispute with a final decision both the customer and supplier must accept.

- Reporting a Defect: If a customer receives a defective product, they must promptly report the issue to our team at UberGreenPackaging@spartanpac.com, providing relevant details and photo and video evidence of the defect. Timely reporting helps us address the problem quickly and effectively.

8. Communication and Transparency

Throughout any of the processes included in this policy, our team will keep both the customer and the supplier informed of the status and any decisions made, ensuring transparency and trust.

9. Contact Information

For any questions or to initiate a return, please contact us at:

Kinara International 

Email:UberGreenPackaging@spartanpac.com

By shopping with us, you agree to this Returns & Refunds Policy. We reserve the right to update this policy at any time. Changes will be posted on this page.