Dispute, Returns & Refund Policy

This Dispute, Returns & Refund Policy explains how disputes, return requests, and refunds are handled on the eBuy.store platform. It is designed to balance buyer protection, seller fairness, and platform safety without creating guarantees or entitlements.

1. Purpose of this policy

The purpose of this policy is to:

• Provide a structured process for raising disputes
• Enable fair, evidence-based review of issues
• Prevent abuse of refunds or dispute mechanisms
• Preserve eBuy.store's role as an intermediary

This policy does not guarantee refunds, returns, or dispute outcomes.

2. Scope of disputes

Disputes may be raised in relation to:

• Items not received
• Items materially not as described
• Suspected counterfeit or forgery claims
• Damaged or tampered parcels
• Transaction or fulfilment issues within Platform scope

Issues arising from off-platform transactions or communications are not covered.

3. Dispute initiation

• Disputes must be raised through the Platform's official dispute or support channels.
• Disputes raised outside the Platform (email, social media, messaging apps) may not be considered.
• Disputes must be submitted within the applicable dispute window, where displayed.

The existence of a dispute window does not create a right to a refund.

4. Evidence requirements

• Buyers and sellers may be required to provide supporting evidence.
• Evidence may include images, videos, shipment records, expert inputs, or communications.
• Failure to provide requested evidence may result in closure of the dispute.

Submission of evidence does not guarantee a favourable outcome.

5. Expert involvement

• Certain disputes may involve expert review where relevant.
• Expert input is advisory and opinion-based.
• Expert review does not constitute certification or legal determination.

6. Review and decision process

• All disputes are reviewed manually by support and escalated to admin where required.
• Automated dispute resolution is not used.
• Admin decisions are final and binding within the Platform.

No timeline for dispute resolution is guaranteed.

7. Returns

• Returns, where permitted, are enabled at admin discretion.
• Return eligibility depends on the nature of the dispute, evidence provided, and policy alignment.
• Return instructions, if any, must be followed exactly.

Failure to comply with return instructions may invalidate the request.

8. Lost or undelivered shipments

Where an item paid for through the Platform is not delivered, the following principles apply:

• A buyer may raise a "not received" claim within 30 days of the expected delivery date shown on the order, through the Platform's official channels.
• A shipment may be 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 provided 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 may be decided in the buyer's favour where delivery cannot be verified.
• Where a shipment is determined lost in transit, the Platform may refund the buyer and decline, hold, or recover the corresponding seller payout. Transit loss is ordinarily borne by the seller, not the Platform.

Carrier or postal insurance, where purchased, covers only the declared (insured) value of the shipment and does not cap the seller's responsibility to the buyer for the order. All outcomes remain subject to evidence-based review and admin discretion; this section does not create a guaranteed right to a refund.

9. Refunds

• Refunds are not automatic and require admin approval.
• Refund amounts, methods, and timing depend on transaction details and review outcomes.
• Refunds may be partial, full, or denied based on findings.

Displayed refund statuses or timelines are informational only.

10. Seller response and protection

• Sellers are given an opportunity to respond to disputes where appropriate.
• False, abusive, or repetitive dispute claims may result in enforcement action against buyers.
• Seller payouts may be held during dispute review.

11. Misuse and abuse of disputes

The dispute process must not be used to:

• Coerce refunds without valid grounds
• Harass sellers or staff
• Submit knowingly false claims
• Circumvent enforcement actions

Abuse of the dispute mechanism may result in account restrictions or suspension.

12. Platform limitations

eBuy.store:

• Does not guarantee dispute resolution outcomes
• Does not act as an arbitrator or court
• Does not assume liability for buyer-seller disputes

The Platform's role is limited to facilitating review under its policies.

13. Finality and no waiver

• Admin decisions are final within the Platform.
• Failure to act in one instance does not waive the right to act in others.

14. Changes to this policy

This policy may be updated to reflect:

• Platform process improvements
• Risk management updates
• Legal or regulatory requirements

Updates become effective upon publication.