Return & Refund Policy

Return & Refund Policy

Effective Date: September 1, 2025

At GUSU, we want you to be completely satisfied with your group buying experience. This Return & Refund Policy explains our straightforward process for group buy refunds and product returns.

Our policy is designed to be fair, transparent, and consistent across all sellers on our platform.

1. HOW GROUP BUYS WORK WITH PAYMENTS

Important: We use a payment authorization system, which means:

  • When you join a group buy, we place a temporary authorization on your payment method
  • Your card is NOT charged immediately
  • The authorization amount is reserved but not taken from your account
  • We only capture (charge) your payment when the group buy succeeds

2. FAILED GROUP BUY REFUNDS

Automatic Release Process

If a group buy fails to meet its minimum requirements:

  • The payment authorization is automatically released
  • You will not be charged anything
  • The reserved amount returns to your available balance within 1-3 business days
  • You will receive an email confirmation when the group buy fails
  • No action required from you

3. SUCCESSFUL GROUP BUY RETURNS

Once a group buy succeeds and your payment is captured, our standard return policy applies:

Platform Return Standards

  • Return Window: All sellers must offer a minimum of 30 days from delivery date
  • Product Condition: Items must be unopened and unused in original packaging
  • Return Process: You return items directly to the seller (not to GUSU)
  • Restocking Fees: Not allowed - sellers cannot charge restocking fees
  • Return Shipping: Varies by seller (some offer free returns, others require customer to pay)

4. RETURN PROCESS STEP-BY-STEP

Step 1
Contact Seller
Step 2
Get Return Authorization
Step 3
Ship Item Back
Step 4
Receive Refund

Detailed Return Steps:

  1. Contact the Seller: Reach out to the seller through your order confirmation email or seller contact information
  2. Receive Return Instructions: The seller will provide return address and any specific packaging requirements
  3. Package and Ship: Pack the item securely in its original packaging and ship using a trackable method
  4. Refund Processing: Once the seller receives your return, they have 5-7 business days to process your refund
  5. Receive Refund: Refund will be credited back to your original payment method

5. NON-RETURNABLE ITEMS

The following items cannot be returned for health and safety reasons:

  • Food and beverage products
  • Personal care items (skincare, cosmetics, supplements)
  • Intimate or personal hygiene products
  • Custom or personalized items
  • Items marked as "Final Sale" at the time of purchase

Exception: These items can still be returned if they arrive damaged or defective.

6. DAMAGED OR DEFECTIVE ITEMS

Special Process for Damaged/Defective Products:

  • Expedited Handling: Sellers must process damaged/defective returns within 3 business days
  • Free Return Shipping: Seller covers all return shipping costs for damaged items
  • Proof Required: Take photos of damaged items and packaging for documentation
  • Contact Seller Immediately: Report damaged items within 48 hours of delivery
  • GUSU Assistance: If seller is unresponsive, contact us and we'll help resolve the issue

7. REFUND TIMELINE & METHOD

  • Processing Time: 5-7 business days after seller receives the returned item
  • Refund Method: Original payment method only (credit card, debit card, etc.)
  • Bank Processing: Additional 1-3 business days for refund to appear in your account (depends on your bank)
  • Confirmation: You'll receive email confirmation when the refund is processed

8. SELLER REQUIREMENTS

All sellers on our platform must:

  • Honor our 30-day minimum return policy
  • Provide clear return instructions within 24 hours of return requests
  • Process returns within 5-7 business days of receiving returned items
  • Cover return shipping for damaged or defective items
  • Not charge restocking fees
  • Respond to customer return inquiries promptly

9. DISPUTE RESOLUTION

If you're having trouble with a return or refund:

  1. First: Contact the seller directly to resolve the issue
  2. If unresolved: Contact GUSU customer support with your order details
  3. We will: Investigate the issue and work with both parties to find a fair resolution
  4. Final step: GUSU reserves the right to issue refunds directly in cases of seller non-compliance

10. PARTIAL REFUNDS

Items may be eligible for partial refunds if:

  • Returned outside the 30-day window (at seller's discretion)
  • Showing signs of use but still in sellable condition
  • Missing original packaging but item is otherwise in perfect condition

Note: Partial refunds are at the seller's discretion and must be agreed upon before the return is processed.

11. INTERNATIONAL ORDERS

Currently, GUSU only ships within the United States. All returns must be sent to US addresses provided by sellers.

12. POLICY UPDATES

We may update this Return & Refund Policy from time to time. Any changes will be posted on our website with a new effective date. Continued use of our platform after changes constitutes acceptance of the updated policy.

13. CONTACT INFORMATION

For return and refund questions or assistance, please contact us:

GUSU Customer Support
Email: contact@gusu.co
Response Time: Within 24 hours during business days

What to Include in Your Message:

  • Order number
  • Product name and seller information
  • Reason for return/refund request
  • Photos (if item is damaged or defective)

Last Updated: September 1, 2025

This Return & Refund Policy applies to all purchases made through the GUSU platform and supersedes any conflicting seller policies.