Ananas Return Policy

Vendor Return Policy

Scenario 1: Product Defects - If a product is found to be defective upon delivery the customer is eligible for a full refund or replacement.

Action: The issue will be assessed to determine if it is the vendors fault. If confirmed the vendor will cover all costs including return shipping. Photographic proof is required from the driver upon collection and delivery.

Scenario 2: Incorrect Item Shipped - If the vendor sends the wrong item (e.g. a different size or color than ordered) the customer is eligible for a full refund or replacement.

Action: The vendor will cover all costs including return shipping. Photographic proof is required from the driver upon collection and delivery.

Customer Return Policy

Scenario 1: Change of Mind - If a customer decides they no longer want the item they can return it within 7 days of delivery provided it is unused and in its original packaging.

Action: The customer will cover the return shipping costs. A restocking fee may apply. Photographic proof is required from the driver upon collection and delivery.

Scenario 2: Size/Color Issue (Customer Error) - If a customer ordered the wrong size or color and wants to exchange it they can do so within 1-2 days of delivery.

Action: The customer will cover the return shipping costs and the delivery fee for the new item. Photographic proof is required from the driver upon collection and delivery.

Scenario 3: Product Doesn't Match Description - If a product significantly differs from its description or image the customer can return it for a full refund or replacement.

Action: The company will cover the return shipping costs. Photographic proof is required from the driver upon collection and delivery.

Driver Return Policy

Scenario 1: Product Damage During Delivery - If a product is damaged during delivery the customer is eligible for a full refund or replacement.

Action: The incident will be investigated. If the driver is at fault for not checking the item’s condition before delivery the company will cover the costs and address the issue with the driver. Photographic proof is required from the driver upon collection and delivery.

Scenario 2: Incorrect Handling by Driver - If the driver fails to follow delivery instructions or mishandles the package resulting in damage the customer is eligible for a full refund or replacement.

Action: The company will cover the costs and take necessary actions with the driver. Photographic proof is required from the driver upon collection and delivery.

Company Return Policy

Scenario 1: Logistics Error - If an error occurs during the logistics process (e.g. lost package delayed delivery) the customer is eligible for a full refund or replacement.

Action: Ananas will cover all costs and ensure prompt resolution. Photographic proof is required from the driver upon collection and delivery.

Scenario 2: Quality Control Failure - If a product passes through quality control with unnoticed defects the customer is eligible for a full refund or replacement.

Action: Ananas will cover all costs and improve quality control measures. Photographic proof is required from the driver upon collection and delivery.

Scenario 3: Promotional Items and Discounts - Items purchased under promotional offers or discounts can be returned under the same conditions as regular items but any refund will be based on the discounted price.

Action: Standard return shipping policies apply based on the scenario. Photographic proof is required from the driver upon collection and delivery.

General Return Process

1. Initiate Return: Customers can initiate a return through the Ananas app or website within the specified return period.
2. Assessment: The return request will be assessed based on the scenario and the responsible party.
3. Approval and Instructions: If approved, customers will receive return instructions and a shipping label if applicable.
4. Return and Inspection: Once the product is received and inspected the appropriate action (refund or replacement) will be taken. Photographic proof must be provided at each stage.
5. Refund/Replacements: Refunds will be processed within 3-5 business days. Replacements will be shipped out as soon as possible.

Proof Requirements

Photographic Proof:

• Drivers must take photos when collecting items from vendors, upon delivery to customers, and if items are returned.
• Customers should take photos of the item in its received condition if initiating a return.

Importance of a 3-5 Days Return Policy

• Customer Assurance: A 3-5 day return window allows customers enough time to inspect and try out their purchases without feeling rushed, which builds trust and satisfaction.
• Minimize Abuse: Shorter return periods reduce the risk of returns being used after significant wear and tear.
• Operational Efficiency: A shorter return period helps streamline the returns process ensuring quicker resolution and inventory turnover.

Notes

• Documentation: Customers should keep proof of purchase and any communication with Ananas regarding the return.
• Exclusions: Certain items like perishable goods, personal care items, and final sale products may not be eligible for return unless defective.