If the product received does not conform to what was agreed with the seller, you can open a dispute through the chat. You can find the option to do this under the "Everything OK" button. You have 48 hours since the delivery status is updated to "Delivered" in the app to open a dispute. After this period, the money will be released to the seller and you will not be able to make any claim.
You must provide necessary evidence to the seller to justify your reason for the return. You will also have to fill in the description field detailing what happened and support this information with photographs of the product you received.
The seller can either accept or escalate a dispute. If the seller does not accept a dispute, it will be escalated to our support centre, where we will evaluate the case and make a decision based on our Return Policy. Dispute resolution will always be based on our policies/standards/rules and will depend on any information we receive from both the buyer and seller.
Before the seller accepts or escalates the dispute, in case you reach an agreement, you will be able to cancel the dispute. To cancel the dispute you will need to access your current dispute, where you will find all the information you provided to open the dispute. At the bottom of the screen, you will see the "Cancel Dispute" button. Please note that once canceled, this action cannot be undone or reversed as it releases the product payment to the seller.
If the seller accepts the return:
- A tracking code will be generated for the return shipment.
- You must return the package to your nearest post office or drop-off point within a maximum period of 10 calendar days. If you do not deliver the package within this time period, the dispute will be cancelled, and the seller will be paid.
- The seller will receive the returned package within approximately 2 business days.
- Once the seller has received their product back, we will proceed to issue the refund. You will receive your money within 3-10 business days, depending on your payment method.
Please note that you must return the product exactly as it was received and packaged correctly to prevent any damage during shipment.
The return is free for both the buyer and the seller.
In the event that your order was damaged during transportation, fill out the form you will find below so that we can help you.
Have more questions?