Refunds, returns and disputes

Draft prepared for OzzBaba. Have a lawyer review it for every country you operate in before relying on it.

Shipping, lead times and returns are agreed between buyer and supplier for each order and shown on the listing. This policy explains what happens when something goes wrong. It supports the Trade Assurance terms.

1. Try to fix it first

Message the supplier through OzzBaba as soon as you find a problem. Describe it clearly and attach photos or documents. Most issues are solved this way.

2. Opening a dispute

• A buyer can open a dispute from the order page after the order has shipped and before it is completed.
• Choose a reason (not delivered, not as described, damaged, other), explain, and add evidence.
• Open the dispute within 14 days of delivery (or the expected delivery date if the goods never arrived).
• The order is marked "in dispute" and the payment stays held.

3. What happens next

1. The supplier is notified and has 5 business days to respond with their side and evidence.
2. A OzzBaba reviewer may ask either side for more information.
3. We decide using the listing, the order, messages, tracking, delivery proof and photos.
4. Possible outcomes: release payment to the supplier; refund the buyer in full; partial refund; return of goods and refund; replacement or re-delivery agreed by both sides.
5. We tell both parties the outcome and reasons.

4. Returns

• A return needs the supplier's agreement or a decision under this policy. Do not send goods back without a return instruction.
• Unless the dispute decision says otherwise, the party responsible for the problem (usually the supplier where goods are wrong or faulty) pays reasonable return shipping.
• Returned goods must be unused and in original packaging unless the fault is the reason for return.
• Refunds are issued once the supplier confirms receipt of returned goods, or when the decision says no return is needed.

5. Delivery problems with shipping companies

If goods are lost or damaged in transit, the supplier and the shipping company handle the claim under their agreement. The buyer should still report to the supplier and open a dispute so the payment is protected.

6. Refund timing and currency

Refunds are made in the order's currency to the original payment method where possible. Timing depends on the payment provider and bank.

7. Orders not covered by Trade Assurance

For orders without Trade Assurance we may help the parties communicate but we are not required to decide the dispute. You keep your legal rights.

8. Misuse

Do not open false disputes, send fake evidence or confirm delivery of goods you have not received. We may limit or close accounts that do.

9. Your legal rights

Nothing in this policy limits rights you have under laws that cannot be excluded, including consumer laws that apply to you.