Refund Policy Page

1. PURPOSE AND PRINCIPLE

1.1 This Refund Policy governs how refunds, compensation, and dispute resolutions are handled on the Platform.

1.2 The Platform operates on the following core principle:

Refunds and financial compensation are the primary remedies. Physical returns are secondary and conditional.

1.3 This Policy applies to all transactions conducted via web, Android, iOS, POS, ERP integrations, and API-connected systems.

2. ESCROW-BASED PAYMENT PROTECTION

2.1 All transactions are processed through an Escrow System:

• Buyer payments are held securely by the Platform or its designated payment partners
• Sellers do not receive funds until:
  • Buyer confirms satisfaction, or
  • The dispute process is completed

2.2 The Platform is authorized to:

• Hold, release, reverse, or partially allocate funds
• Deduct refunds directly from escrowed amounts

2.3 Sellers acknowledge that:

• Funds in escrow are not yet earned revenue
• Refund decisions made by the Platform are final and binding

3. REFUND ELIGIBILITY

3.1 Buyers may request a refund within the applicable Dispute Window if:

• The product is not delivered
• The product is materially different from the listing
• The product is defective, damaged, or unsafe
• Delivery exceeds agreed or reasonable timelines

3.2 Refund eligibility is determined based on:

• Listing accuracy
• Seller commitments
• Shipment and tracking data
• Evidence submitted by parties

4. DISPUTE WINDOW

4.1 Buyers must initiate disputes within:

• Local transactions: 3–7 days after delivery
• Cross-border transactions: 7–14 days after delivery

4.2 The Platform may extend or shorten dispute windows depending on:

• Product category
• Logistics constraints
• Transaction risk profile

5. DISPUTE RESOLUTION PROCESS

Stage 1: Buyer-Seller Negotiation

• Parties are encouraged to resolve disputes directly within the Platform

Stage 2: Platform Mediation

• The Platform reviews:
  • Evidence (photos, videos, documents)
  • Order details
  • Communication history

Stage 3: Platform Determination

The Platform issues a binding resolution.

6. REFUND OUTCOMES

The Platform may issue:

6.1 Full Refund

• Entire payment returned to buyer
• Typically applied where:
  • Goods are not delivered
  • Goods are unusable or significantly defective

6.2 Partial Refund (Primary Mechanism)

• Portion of payment refunded
• Used where:
  • Minor defects exist
  • Goods partially meet specifications
  • Value discrepancy is identified

6.3 Replacement Without Return

• Seller provides replacement goods
• Buyer may retain original goods where return is impractical

6.4 Return and Refund (Conditional)

• Only applied where:
  • Product value justifies logistics
  • Product can be resold
  • Return is legally and logistically feasible

6.5 Claim Rejection

• Where evidence does not support buyer claim

7. CROSS-BORDER TRANSACTIONS (CRITICAL SECTION)

7.1 For international transactions, the Platform prioritizes:

• Refunds over returns
• Compensation over reverse logistics

7.2 The Platform may:

• Issue refunds without requiring return of goods
• Determine that return shipping is economically unjustifiable
• Redirect goods to local liquidation or secondary markets

7.3 Buyers and Sellers acknowledge:

• Cross-border returns may involve:
  • Customs restrictions
  • Import/export compliance
  • High shipping costs

7.4 The Platform is not liable for:

• Customs delays or seizures
• Additional duties arising from returns

8. RETURN CONDITIONS (WHEN APPLICABLE)

8.1 Returns are not automatic rights and may only be required if:

• Explicitly mandated by the Platform
• Logistically feasible and economically justified

8.2 Where returns are approved:

• The Platform may coordinate logistics
• Return instructions must be followed strictly

9. COST ALLOCATION

9.1 The Platform determines cost responsibility based on fault:

Seller Responsibility:

• Defective or damaged goods
• Misrepresentation
• Incorrect shipment

Buyer Responsibility:

• Discretionary returns (if allowed)
• Incorrect use or handling

Shared or Platform-Determined:

• Ambiguous cases
• Strategic resolutions

10. EVIDENCE REQUIREMENTS

10.1 Buyers must provide:

• Clear photos or videos
• Proof of defect or discrepancy
• Supporting documentation where applicable

10.2 Sellers must provide:

• Shipment confirmation
• Product verification evidence
• Compliance documentation

Failure to provide evidence may result in adverse decisions.

11. NON-REFUNDABLE SCENARIOS

Refunds may be denied where:

• Buyer fails to raise dispute within allowed time
• Goods match listing and specifications
• Damage is caused after delivery by buyer
• Fraud or abuse is detected

12. FRAUD AND ABUSE CONTROL

12.1 The Platform reserves the right to:

• Detect and prevent fraudulent claims
• Limit refund access for abusive users
• Recover losses through account adjustments or legal action

13. PLATFORM AUTHORITY

13.1 All refund decisions:

• Are made at the sole discretion of the Platform
• Are final and binding

13.2 The Platform acts as:

An escrow-backed transaction authority and dispute resolution intermediary, not a seller of goods.

14. LIMITATION OF LIABILITY

14.1 To the maximum extent permitted by law:

• The Platform is not liable for:
  • Product defects
  • Seller performance
  • Logistics failures

14.2 Liability is limited to:

• The value of the transaction processed through the Platform

15. POLICY UPDATES

15.1 The Platform may update this Refund Policy at any time.

15.2 Continued use constitutes acceptance of updated terms.