Kebijakan Refund

01Core Principle

YourMarketplace holds the Buyer's funds in escrow until the Buyer confirms the item arrived as described. For as long as the funds are still in escrow, the Buyer is entitled to a full refund if the item received does not match the description, photos, condition, or certificate the Seller displayed on the Platform.

02When the Buyer Is Entitled to a Full Refund

• The item received does not match its description (condition, size, colour, completeness, and so on).
• The item is suspected of being inauthentic or counterfeit, even though it passed YourMarketplace's initial curation.
• The item arrived damaged because of poor packing or Seller error (as opposed to damage caused by the courier, which is covered separately by shipping insurance).
• The item never arrives within a reasonable time and the Seller cannot produce valid proof of shipment.
• The Seller is shown to have given a false or misleading description, condition, or authenticity claim. In that case the Seller is also fined under the Penalties clause of the Terms & Conditions, on top of the obligation to refund the Buyer.

03How to Request a Refund

• Inspect the item carefully as soon as it arrives — you have a maximum of 48 hours (2×24 hours) from delivery to inspect it and raise a complaint.
• Do not press "As Described — Confirm Receipt" if anything is wrong. Once you confirm, the funds are released to the Seller automatically and the transaction is final.
• Request the refund straight from the Track Order page using the "Not As Described — Request Refund" button: explain in detail what does not match, and upload photo evidence (required, up to 5 photos) plus an unedited, unbroken unboxing video (REQUIRED for every product — it is the strongest evidence you can give us).
• While your request is under review, the funds stay in escrow and are not released to the Seller.
• The YourMarketplace team reviews the evidence submitted and may ask both parties for further clarification.
• If the Seller asks for the item back, the Buyer must return it in the same condition it arrived in. Return shipping is paid by whichever party is found to be at fault.

04When a Refund Does NOT Apply

• A change of mind, or picking the wrong size or variant when it was clearly stated in the description before purchase.
• Damage that occurs after the Buyer pressed "As Described — Confirm Receipt".
• Deals made or paid for outside the YourMarketplace escrow system — the Platform cannot guarantee or process refunds for these.
• Complaints raised after the 48-hour inspection window closes. Without a confirmation or a complaint inside that window, the item counts as accepted as described and the transaction is treated as complete, so later claims cannot be processed.
• Complaints without adequate evidence (photo or video), or with evidence that appears to have been manipulated.

05Processing Time & Refund Method

Approved refunds are processed within 7 business days of the final decision and returned to the Buyer's original payment method, through the payment provider that handled the transaction.

06Service Fees on Refunded Transactions

The service & escrow protection fee (1% of the item price, minimum $1.00, no upper cap) is refunded in full when the refund is approved because of Seller fault or negligence. The transaction commission that would have been deducted from the Seller (3%–10%, see the Terms & Conditions) is cancelled, because the transaction is treated as never completed.

07Disputes & Final Decisions

If the Buyer and Seller cannot reach agreement, YourMarketplace may step in as mediator and make a final decision based on the available evidence (photos, unboxing video, chat history, shipping data). The YourMarketplace decision in a refund dispute is final and binding on both parties within the Platform.