Dispute, Returns & Refund Policy

This Dispute, Returns & Refund Policy explains when you get a refund on eBuy.store, how to raise a problem with an order, and how we keep the process fair to sellers. It applies to every order paid for through the Platform.

1. When you get a full refund

You get a full refund of the item price and the shipping you paid when:

• The item does not arrive, or is lost in transit (see section 6)
• The item is materially different from its listing, for example a different coin, year, variety, denomination or grade, and it is returned to the seller as described in section 4
• The item arrives damaged, or the parcel was tampered with, and you send a continuous, unedited unboxing video that starts with the sealed parcel and its shipping label
• The item is counterfeit, forged, or an undisclosed replica, and you send a continuous, unedited unboxing video that starts with the sealed parcel and its shipping label
• The seller cancels the order, or does not ship it within the shipping deadline shown on the order

Where the item has to come back, the refund is paid once it is received and checked.

2. What is not covered

• Change of mind. Collectibles are sold as described and pictured, so returns for change of mind are not accepted unless the listing says otherwise.
• Differences that the listing already disclosed, or that are normal for the item, such as toning, wear or minor marks visible in the photos.
• Disagreements about value or grade where the item matches its listing.
• Anything bought, paid for or agreed outside the Platform.

3. How to raise a claim

• Raise the claim from your order page or through Platform support. Claims sent only by email, social media or messaging apps may not be traceable to your order.
• For items that arrived but are not as described, counterfeit or damaged, raise the claim within 7 days of delivery.
• For items that have not arrived, raise the claim within 30 days of the expected delivery date shown on the order.
• Include clear photos of the item and the packaging.
• Claims for damage, tampering, counterfeits or undisclosed replicas need an unboxing video. Record it in one take, without cuts, starting with the sealed parcel and its shipping label in view and ending with the item clearly shown. Without one, these claims cannot be accepted.

4. Review, returns and timelines

• Every claim is reviewed by a person. We may ask the buyer or the seller for more information, and the seller is given a chance to respond.
• Where relevant, an expert may be asked for an opinion on the item. Expert input is advisory.
• Our support team decides each claim within 15 days of receiving all the evidence we ask for, and tells you the outcome with reasons. If we need more, the 15 days start again from when it arrives.
• If a return is needed, we will give you return instructions. The item must come back in the condition it was received, with its original holder or packaging, using a tracked service. When the claim is upheld, the return shipping cost is borne by the seller.
• The seller's payout for the order is held while a claim is open.

5. How refunds are paid

• Refunds go back to the original payment method.
• Once a refund has been started, banks and card issuers usually take 5 to 7 working days to show it in your account.
• Where only part of an order is affected, the refund covers that part.

6. Lost or undelivered shipments

• A shipment is treated as lost in transit where the carrier formally declares it lost, or where no carrier delivery scan is recorded within 30 days of dispatch.
• The carrier's tracking record is the primary evidence. Where tracking confirms delivery to the buyer's address, a "not received" claim will ordinarily be declined.
• Sellers must provide a valid tracking number when marking an order as shipped. Orders without valid tracking may be treated as not dispatched, and decided in the buyer's favour where delivery cannot be verified.
• Where a shipment is lost in transit, the buyer is refunded in full. The loss is borne by the seller, not the buyer, and the seller's payout for the order may be declined, held or recovered.
• Carrier or postal insurance, where purchased, covers only the declared value of the shipment and does not limit the seller's responsibility to the buyer.

7. Keeping claims fair

A claim may be declined, and the account restricted, where:

• The item returned is not the item that was sent, or has been altered, cleaned or damaged after delivery
• The evidence provided is false or misleading
• The buyer does not return the item when asked, or does not provide the information needed to review the claim
• Claims are used to pressure a seller, or repeated without valid grounds

Sellers who list items inaccurately, or who ship counterfeit items, face action under the Seller Enforcement policy.

8. If you disagree with a decision

You can ask the Grievance Officer to review it under the Grievance Redressal policy. Decisions under this policy are final within the Platform, but nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or other applicable law.

9. Changes to this policy

This policy may be updated to reflect process improvements or changes in law. Updates take effect on publication and apply to orders placed after that date.