Draft marketplace policy

Refunds, returns, and order disputes

The intended policy gives buyers a clear route for cancellations and genuine fulfilment problems while giving independent sellers an opportunity to review evidence and resolve issues.

Preview status: this marketplace branch is not accepting live sellers or payments. The pages describe the intended operating model and must be updated to match the launched service before activation.

Before dispatch

A buyer may request cancellation before the vendor marks the order dispatched. Approval is expected unless the item was custom-made or already handed to a courier.

After delivery

Damage, wrong-item, defect, or not-as-described reports should be opened within 48 hours of recorded delivery, with clear photos or other evidence.

Change of mind

Eligible unused physical goods may be returned within seven calendar days when the listing permits it. Return delivery may be deducted unless the seller was at fault.

When a refund may be approved

  • The order was not delivered by the end of the stated delivery window and tracking does not show successful delivery.
  • The item arrived damaged, defective, incomplete, counterfeit, or materially different from its listing.
  • The seller dispatched the wrong item or quantity.
  • The seller agreed to a cancellation or return through the marketplace order record.

Exceptions and non-returnable goods

Returns may be refused for personalised or made-to-order products, opened hygiene-sensitive goods, perishable goods, redeemed digital products, or goods damaged after delivery by misuse. These exceptions do not remove a buyer’s rights where an item is defective, unsafe, counterfeit, or materially misdescribed.

Marketplace review process

  1. 1. Buyer opens an issue from the order and explains the requested outcome.
  2. 2. Seller receives the evidence and normally has two business days to respond.
  3. 3. TrustPay reviews the listing, tracking, order messages, photos, and any response.
  4. 4. TrustPay communicates the decision and any required return instructions.

How refunds are paid

Approved refunds are intended to be initiated through the original payment provider and returned to the original payment method where supported. Provider and bank processing may take approximately 5–10 business days after initiation. TrustPay will show the refund reference and status in the order record.