Fawran — Seller Returns & Refund Responsibilities
Version: 1.0 Effective date: [to be set on publication — see Schedule A] Governing law: Hashemite Kingdom of Jordan Controlling language: Arabic (the English version is legally equivalent and provided for convenience; in case of conflict, the Arabic version prevails)
1. Purpose and scope
1.1 This document ("Policy") sets out the Seller's responsibilities for returns, refunds, and exchanges of its Items on the Fawran marketplace ("Platform"). It forms part of, and is incorporated into, the Seller Agreement, and operates together with the buyer-facing Return, Refund & Exchange Policy. Capitalised terms have the meaning in the Seller Agreement.
1.2 Because the Seller is the seller of record for its Items, the Seller bears the underlying responsibility for returns and refunds required by the Consumer Protection Law No. 7 of 2017 and the buyer-facing policy. Fawran facilitates the process and, for FBF and where it collects Proceeds, handles the operational and financial mechanics as described here and in the Payout Policy.
2. Alignment with Buyer rights
2.1 The Seller shall honour, at minimum, the return, refund, and exchange rights granted to Buyers under the buyer-facing Return, Refund & Exchange Policy and mandatory law, including the return window, defective-item remedies, and refund methods and timeframes. The Seller may not impose terms less favourable to Buyers than that policy or the law.
3. Defective, damaged, incorrect, and non-conforming Items
3.1 Where an Item is defective, damaged on arrival, not as described, incorrect, or otherwise non-conforming, the Seller is responsible for the remedy (repair, replacement, or refund) and for the cost of return shipping, regardless of any change-of-mind conditions. The Seller shall fund refunds for such Items in full, including delivery fees where the buyer-facing policy so provides.
4. Change-of-mind returns
4.1 For eligible change-of-mind returns under the buyer-facing policy, the Seller shall accept the return and fund the refund in accordance with that policy, subject to the eligibility and condition requirements stated there and to any return-shipping allocation permitted by law.
5. Return handling by model
5.1 MARKET / FBS. The Seller is responsible for receiving returns, inspecting them, and processing approved refunds or replacements within the timeframes in the buyer-facing policy. Where Fawran or a Captain facilitates collection, the Seller shall provide a valid return address and cooperate.
5.2 FBF. Fawran handles the operational side of returns for FBF Items—receipt, inspection against criteria, and grading—and processes refunds to Buyers on the Seller's behalf, deducting amounts from the Seller in accordance with the Payout Policy and Commission & Fee Policy — FBF. Returned FBF inventory is dispositioned (returned to sellable stock, designated unsellable, or made available for removal) in accordance with the FBF terms, and applicable return-processing, removal, or disposal fees apply.
6. Refunds and funding
6.1 Approved refunds are funded by the Seller. Fawran may process refunds to Buyers on the Seller's behalf and deduct the refunded amount, plus any applicable fees, from the Seller's Proceeds, payouts, or reserve, and recover any shortfall, in accordance with the Payout Policy. Where the buyer-facing policy makes certain fees non-refundable, that treatment applies as between Fawran and the Buyer; as between Fawran and the Seller, fee treatment follows the Commission & Fee Policies.
7. Inspection, evidence, and disputes
7.1 The Seller shall assess returns reasonably and in good faith and shall not unreasonably reject valid returns. Where the Seller disputes a return or refund (for example, alleging buyer-caused damage, misuse, or that the Item is not the one sold), it shall provide evidence promptly through the Seller Portal. Fawran may make a final determination consistent with the buyer-facing policy and mandatory law to protect Buyers, and may decide buyer-protection claims; the Seller bears the financial responsibility where the claim is valid.
8. Return abuse
8.1 Fawran operates measures against return abuse (including serial, bad-faith, or fraudulent returns and wardrobing). Where abuse is identified, Fawran may decline or reverse a refund, restrict return privileges, and adjust responsibility accordingly, consistent with the fraud-and-abuse provisions of the Seller Agreement and the protection of Buyers' genuine rights.
9. Timeframes and performance
9.1 The Seller shall meet the return- and refund-processing timeframes in the buyer-facing policy and any applicable performance standards. Delays or failures may count toward performance metrics and may result in Fawran processing the refund on the Seller's behalf and recovering the amount.
10. Consumer-protection interaction
10.1 Nothing in this Policy limits Buyers' rights under the Consumer Protection Law No. 7 of 2017. Where the law or the buyer-facing policy grants a Buyer more than this Policy, the more favourable treatment applies, and the Seller bears the corresponding responsibility.
11. Amendments, electronic acceptance, governing law, and disputes
11.1 This Policy may be amended in accordance with the Seller Agreement; acceptance is electronic under the Electronic Transactions Law No. 15 of 2015; this Policy is governed by the laws of the Hashemite Kingdom of Jordan, with disputes resolved in accordance with the Seller Agreement.
12. Contact
12.1 For returns and refund support, contact Fawran using the details in Schedule A.
Schedule A — Operator Details (to be completed before publication)
- Operator legal name: ____________________
- Registered address (Jordan): ____________________
- Seller returns support email / phone: ____________________
- Returns dispute / claims channel: ____________________
- Effective date of this version: ____________________
End of Seller Returns & Refund Responsibilities (v1.0, English).