Return Policy – Infinity Online

At Infinity Online, we want both customers and sellers to have a fair and transparent shopping experience. This Return Policy applies to all purchases made through our multivendor marketplace.

Timeframe for Returns

Customers may request a return within seven days of the delivery date. Requests made after seven days will not be accepted unless required by local consumer protection laws.

Valid Reasons for Return

A return is accepted only in the following situations. The item received is damaged or defective. The item received is different from what was described in the listing, including wrong size, color, or model. The item is missing essential parts or accessories that were promised in the listing. The customer received an incorrect item instead of the one they ordered.

Non‑Returnable Items

Certain items cannot be returned for hygiene or safety reasons. These include perishable goods such as food and flowers, personal care items like cosmetics and underwear that have been opened, digital products such as e‑books or software keys, and customized or personalized items unless they arrive damaged.

Return Process

To start a return, the customer must log into their Infinity Online account, go to the order history page, select the relevant order, and click "Request Return". The customer must provide a clear reason for the return and upload at least one photo showing the issue, such as damage or incorrect item. The seller then has two business days to review the request.

Seller’s Responsibility

If the seller approves the return, they must provide a return shipping address within one business day. The seller is responsible for covering return shipping costs when the return is due to their error, such as sending a defective or wrong item. For customer‑change‑of‑mind returns, the customer pays return shipping unless the seller offers free returns voluntarily.

Refunds

Once the seller receives the returned item and verifies its condition, a refund must be issued within five business days. The refund will be made to the original payment method used at checkout. If the seller fails to approve or reject a return request within two business days, Infinity Online may automatically approve the return and refund the customer from the seller’s pending earnings.

Dispute Resolution

If a customer and seller cannot agree on a return or refund, either party may ask Infinity Online to review the case. Our support team will make a final decision based on the listing, photos, and communication records. Sellers who repeatedly ignore or unfairly deny valid returns may be suspended from the platform.

Exceptions

Certain product categories may have longer return windows as required by law. For example, electronics may have a fourteen‑day return period in some regions. In such cases, the longer legal period applies. Sellers must clearly state any additional voluntary return policies on their store page, but those terms cannot shorten the minimum seven‑day right provided here.

Policy Updates

Infinity Online may update this Return Policy from time to time. Customers and sellers will be notified of significant changes via email or dashboard announcement at least seven days in advance.

Contact

For questions about returns, please contact our support team at support@infinityonline.com.