Seel Return Assurance
Merchant FAQs

Seel Return Assurance gives customers peace of mind while shopping online. By purchasing Seel Return Assurance at checkout, customers have the option to return items that are otherwise non-returnable. For full details, please refer to the specific Seel Return Assurance policy posted on the merchant's return policy page.

Seel Return Assurance does not cover returns that result from merchant errors such as sending the customer the wrong item, a defective item, the wrong size, or the wrong color.

Customers can return items under Seel Return Assurance for any reason other than a reason due to merchant error. For example, customers can return items because they don't like the fit, they don't like the color, or they simply changed their mind.

If the returns are going back to Seel, Seel will let the customer know when the return is approved.

If the returns are going back to the merchant, the merchant will let the customer know when the return is approved.

All returns must meet the terms of the Seel Return Assurance policy to be accepted. This includes initiating or shipping back the return within the required time frame and making sure the item is in its original condition with all tags attached. If all the terms are not met, the merchant should reject the return.

Please note that if the customer received the wrong item or a defective item from the merchant, it is the merchant's responsibility to rectify the situation.

If the merchant shipped the wrong item, it is the merchant’s responsibility to send a replacement or refund depending on the merchant's standard policy. This is not covered under Return Assurance.

If the merchant shipped a defective item, it is the merchant's responsibility to send a replacement or refund depending on the merchant's standard policy. This is not covered under Return Assurance.

The refund will be issued through the merchant in the customer's original method of payment.

The refund must first be processed through the merchant's Shopify store. Once the refund has been issued through the merchant's Shopify store, the refunded item will appear in the merchant dashboard. Then, the merchant will submit a payout from Seel through the merchant dashboard. Please see this Loom video on how submit a payout request: https://www.loom.com/share/bb28bf89ed3b44f2a7712fc3ea8c0601

Kover will immediately initiate the payout to the merchant upon a payout submission. The length of time it takes for the merchant to receive the funds will be dependent upon Stripe and the merchant's specific bank's processing time.

Return Assurance is not available for certain orders due to certain risk profiles of the items in the cart.

Seel will always collect the full Return Assurance fee from the merchant even if the customer uses a discount code.

Merchants can send the Seel team an email at merchant@seel.com

Shoppers should email the Seel team at returns@seel.com