Last Updated: August 28, 2025
Welcome to Tarooka, a unique marketplace built by independent sellers. Since every shop on Tarooka is unique, each seller is responsible for creating and managing their own return and exchange policies. Tarooka does not have a site-wide return policy that all sellers must adhere to; instead, we empower our sellers to set policies that work best for their individual businesses.
This page explains how returns work on Tarooka, how to find a seller’s specific policy, and what to do if you have a problem with your order.
For Buyers
1. How to Find a Seller’s Return Policy
Before making a purchase, we highly recommend you review the seller’s policies. You can find a shop’s return policy on the individual item listing page, typically located in the item description section or under a “Shipping & Policies” tab.
Policies will vary from shop to shop. Common policy types include:
- Returns and exchanges accepted within a specific timeframe (e.g., 14 or 30 days).
- Exchanges accepted, but not returns.
- Returns accepted on a case-by-case basis.
- No returns or exchanges accepted (often for custom, personalized, or digital items).
2. How to Request a Return or Exchange
If you wish to return or exchange an item, the first step is always to contact the seller directly through Tarooka’s messaging system.
- Check the Seller’s Policy: Re-read the policy on the item listing to ensure your request is within their stated guidelines.
- Contact the Seller: Go to your Purchases page on Tarooka, find the order in question, and use the “Contact Seller” or “Help with Order” button.
- Explain Your Request: Clearly and politely explain why you would like to return or exchange the item. If the item is damaged, include clear photos. This creates a record of your conversation on the Tarooka platform.
- Arrange the Return: The seller will provide you with instructions, including the return shipping address. Unless the item was not as described, buyers are generally responsible for return shipping costs. We recommend using a trackable shipping method.
3. What If My Item is Not as Described or Never Arrived?
Your satisfaction is important to us. If you encounter a problem that you cannot resolve with the seller, Tarooka is here to help. Our Tarooka Buyer Protection program applies in the following situations:
- Item Not Received: Your order never arrived.
- Item Not as Described: The item you received is significantly different from the seller’s listing description and photos. This includes:
- The item is a different color, model, version, or size.
- The item has a different design or material.
- The item was advertised as authentic but is not.
- The seller failed to disclose that an item is damaged or is missing parts.
- You received the incorrect quantity of items (e.g., you purchased three items but only received two).
If your issue falls into one of these categories and you are unable to reach a resolution with the seller after 48 hours, you can open a Tarooka Support Case. To do this, go to your Purchases page and click the “Open a Case” button for the relevant order. A member of the Tarooka team will review the issue and mediate a solution, which may include a full refund.
A case must be opened within 45 days of the original estimated delivery date.
The Tarooka Buyer Protection does not cover:
- Items that are returned without a prior return agreement with the seller.
- Items that have been damaged by the buyer after delivery.
- Disputes that are filed after the 45-day timeframe.
- Transactions completed off the Tarooka platform.
For Sellers
1. Setting Your Shop Policies
Clear policies build buyer trust and protect you as a seller. We strongly encourage you to clearly state your policies for returns, exchanges, and cancellations in your shop settings.
- Be specific about timeframes (e.g., “Contact me within: 14 days of delivery”).
- State who is responsible for return shipping costs in different scenarios.
- If you sell items that cannot be returned, make this clear. Common non-returnable items include:
- Custom or personalized orders
- Digital downloads
- Perishable products (like food or flowers)
- Intimate items (for health/hygiene reasons)
2. Complying with Local Laws
As a seller on Tarooka, you are required to comply with all applicable consumer protection laws in both your region and the regions you ship to. For example, sellers shipping to the European Union must comply with the EU’s “distance selling” directives, which provide buyers with a “right to withdrawal.”
3. Responding to Buyers and Cases
Excellent customer service is key to a successful shop. Please respond to buyer messages promptly and professionally. If a buyer opens a Tarooka Support Case, you will be notified and will be required to provide your perspective and evidence (such as proof of shipping) so that our team can reach a fair resolution.
If you have any questions about this policy, please contact Tarooka Support.
