At Bota, we are dedicated to providing a seamless and trustworthy shopping experience for both buyers and third-party sellers. This policy outlines the process for handling returns and refunds for items sold by third-party sellers on our platform. Please read carefully to understand your rights and obligations.

To qualify for a return or refund under the Bota A-to-Z Guarantee, the following conditions must apply:

1. You ordered from a third-party seller on Bota.
2. The last possible delivery date of your order is within 30 days or less.
3. At least one of the conditions outlined below is met.

1. Delivery Issues

You are eligible if:

• Your package was not delivered within three days past the latest estimated delivery date,
  OR
• The tracking shows delivery confirmation, AND
• You contacted the seller at least 48 hours ago, but they did not resolve your issue.

2. Item Condition Issues

You are eligible if:

• The item received is damaged, defective, or significantly not as described, AND
• You requested a return at least 48 hours ago, but the seller has not authorized the return request.

3. Seller Return Process Failure

You are eligible if:

The seller failed to provide one of the following after your return request:

• A return address within Canada.
• A prepaid return label (with valid tracking ID).
• A full refund without requiring the item to be returned.

Allow sellers 48 hours to respond to your return request before submitting a refund claim.

4. Refund Not Received After Return

You are eligible if:

• Seven days have passed since your returned item was delivered to the seller, OR
• The return was lost in transit, is undeliverable, or returned to you.

5. Extra Charges

You are eligible if:

• You were charged extra fees (e.g., customs duties on international shipments) AND
• The seller did not cover those costs.

6. Items Not Covered by the A-to-Z Guarantee

• Digital items, services, or gift cards.
• Items sold by Bota Pro Sellers (handled separately).
• Claims related to property damage or personal injury.

How to Return an Item

1. Initiate a Return:

• Go to Your Orders in your Bota account.
• Select the order and item you wish to return.
• Choose the reason for the return and submit your request.

2. Wait for Seller Response:

• The seller has 48 hours to respond to your return request.

3. Return the Item (If Applicable):

• Follow the instructions provided by the seller.
• Use the prepaid return label (if provided) or a valid return address.

4. Track Your Return:

• You can track your return status in Your Orders or directly on the carrier's website using the provided tracking number.

Steps to File an A-to-Z Guarantee Refund

If the seller fails to resolve your issue, you can file an A-to-Z Guarantee Refund claim:

1. Go to Your Orders and select the order in question.
2. Click Submit A-to-Z Guarantee Claim.
3. Provide details about your issue, including any communication with the seller.

Refund Timelines

• Refunds to your original payment method: 5-10 business daysafter approval.
• Refunds as Bota Points: Immediate after claim approval.

Important Notes

• Returned Items: Items not returned after a refund will result in charges being reinstated.
• International Shipments: Refunds for customs fees will be reviewed on a case-by-case basis.
• Multiple Items: Do not combine items from multiple orders in the same return package to avoid delays.

Contacting the Seller

• Visit the seller’s profile via Your Orders or the product page.
• Use the Message Center to submit your query.
• If no response is received within 48 hours, escalate the issue via the A-to-Z Guarantee.

Changes to this Policy

We reserve the right to update or modify this policy at any time. Please review this page periodically for changes.

For more information or assistance, please contact Bota Customer Support at support@botaplace.com We are here to help!