1. Purpose
This policy explains how eligible product returns, order cancellations, service/asset booking cancellations and refunds are handled.
2. Product orders
Return eligibility depends on the item condition, product category, reason for return, time since delivery and applicable consumer law. Items should generally be returned with supplied accessories and packaging where reasonably possible. Perishable, hygiene-sensitive, personalized or other legally exempt items may have restricted return eligibility.
3. Incorrect, damaged or missing items
Report materially incorrect, damaged or missing items through Marketplace Support as soon as reasonably possible. We may request photographs, delivery evidence or other information needed to investigate.
4. Service and asset bookings
Cancellation rights can depend on the booking status, scheduled time, work already performed, non-refundable third-party costs and listing-specific terms disclosed before payment. Completed services are generally not refundable merely because the customer changes their mind, except where required by law or the service was materially deficient.
5. Refund destination
Where technically and commercially appropriate, refunds may be returned to the original verified payment method. Certain test/manual payments, operational recoveries and eligible Marketplace transactions may be refunded to Marketplace Credit. The refund record should identify the destination.
6. Marketplace Credit refunds
A Marketplace Credit refund is posted to the customer's credit ledger and becomes available according to the Marketplace Credit Policy. A refund is not complete merely because a request was approved; the refund destination must be recorded successfully.
7. Processing times
Marketplace Credit refunds may appear shortly after successful processing. External payment-provider refunds can take additional banking or network time beyond Marketplace control.
8. Partner settlements
For Partner transactions, an approved refund may reverse, reduce, freeze or recover the Partner settlement in accordance with the Partner Terms and the applicable commercial agreement.
9. Abuse and fraud
We may investigate, delay or reject refund requests involving suspected fraud, duplicate claims, materially false information or abusive return patterns, subject to applicable consumer law.
10. Statutory rights
Nothing in this policy removes consumer rights that cannot legally be waived.
Questions about this policy can be sent through Marketplace Support. Mandatory rights under applicable law are not reduced by these policies.