Return, Refund & Cancellation Policy

This Return, Refund and Cancellation Policy applies to orders placed through Selliro, a wholesale multi-vendor marketplace platform. Selliro operates as a marketplace facilitator, while product supply, accuracy, dispatch, and customer-side issue handling remain primarily the responsibility of the relevant seller unless Selliro expressly assumes a limited operational role for a specific order.

1. Platform Role in Returns and Refunds

Selliro provides the technology platform, payment flow, and where applicable, settlement or escrow controls connected to transactions on the marketplace. Because Selliro is a marketplace platform, sellers are responsible for the products they list, the accuracy of those listings, order fulfillment, and genuine return or refund obligations arising from defective, damaged, delayed, spurious, or misdescribed products.

Selliro may review disputes, request evidence, place payment holds, process refund adjustments, or assist in operational resolution where necessary to protect buyers, sellers, payment integrity, or platform safety. Any such involvement by Selliro does not transfer full product liability or seller obligations from the seller to Selliro.

2. Cancellation Policy

2.1 Buyer Cancellation Before Dispatch

A buyer may request cancellation before dispatch, subject to the order stage, seller confirmation, payment status, and any applicable operational or payment processing limitations. Selliro may permit cancellation where the order has not been packed, handed over for shipping, or otherwise materially processed.

2.2 Buyer Cancellation After Dispatch

Once an order has been dispatched, cancellation may be restricted, denied, or treated as a return request instead of a pre-shipment cancellation. Where a shipment is already in transit, the buyer may need to wait for delivery or refusal processing in accordance with the seller's and platform's operational workflow.

2.3 Seller Cancellation

A seller may not cancel confirmed orders without valid operational reason, such as stock unavailability, compliance issues, pricing error, delivery impossibility, fraud suspicion, or force majeure. Repeated seller cancellations may lead to penalties, listing restrictions, payout holds, account action, or refund liabilities.

2.4 Platform or Risk-Based Cancellation

Selliro reserves the right to cancel, hold, or block any order where there is suspected fraud, fake buyer activity, fake seller activity, payment failure, compliance concern, KYC issue, listing inaccuracy, duplicate order risk, pricing manipulation, or any other risk to marketplace integrity.

3. Eligible Return and Refund Grounds

A return or refund request may be considered where the product:

• Is damaged on delivery.
• Is defective, deficient, spurious, or materially different from the description, image, specification, or agreed features shown on the platform.
• Is the wrong item, wrong quantity, wrong variant, or substantially not as ordered.
• Is delivered significantly later than the promised delivery schedule, except where the delay is caused by force majeure or other legally recognized exceptions.
• Is subject to another valid ground specifically accepted by the seller or Selliro under the transaction record.

4. Non-Eligible Return and Refund Grounds

Return or refund requests may be denied where:

• The buyer provides false, misleading, incomplete, or contradictory information.
• The complaint is unsupported by evidence such as unboxing video, photos, delivery proof, or transaction record.
• The buyer has used, altered, resold, damaged, or tampered with the product after delivery, unless the defect itself caused the issue.
• The request is based on change of mind alone, unless the seller has expressly agreed to accept such returns.
• The claim is fraudulent, abusive, repetitive, malicious, or intended to obtain an unfair refund.
• The product falls within a category identified by the seller or platform as non-returnable for hygiene, perishability, customization, compliance, or other justified reasons, provided such condition was clearly disclosed before purchase.

Fake refund requests, fake non-delivery claims, and dishonest product complaints will not be accepted and may lead to buyer account suspension, blocking, refund denial, and further enforcement action by Selliro.

5. Return Request Procedure

To request a return, refund, or cancellation, the buyer must raise the issue through Selliro or the approved support mechanism within the timeline stated on the product, order, or support page. The buyer may be required to submit order details, issue description, supporting photos, opening video, delivery proof, packaging images, and any other evidence reasonably requested to evaluate the claim.

The seller must respond within the applicable resolution window set by Selliro. If the seller fails to respond, Selliro may review the available evidence and take a platform-level decision for operational purposes, including refund adjustment, return approval, rejection, or payout hold.

6. Seller Responsibilities in Return Cases

The seller remains responsible for addressing valid customer complaints, arranging replacements where offered, accepting eligible returns where required, and honoring refund obligations arising from defective, spurious, damaged, delayed, or misdescribed goods. Sellers must cooperate with evidence review, reverse logistics coordination, refund processing, and any dispute documentation requested by Selliro.

If a return, refund, or cancellation arises due to the seller's inaccurate listing, fulfillment failure, wrong dispatch, damaged goods, non-delivery attributable to the seller, or policy breach, Selliro may deduct the refund amount, return costs, penalties, chargebacks, gateway reversals, or other losses from seller payouts, escrow balances, or future receivables.

7. Buyer Responsibilities in Return Cases

Buyers must inspect the order promptly after delivery and raise genuine complaints within the applicable claim window. Buyers should preserve the product, original packaging, invoice, labels, and evidence required to support a claim.

Buyers must not misuse the return process, fabricate product issues, conceal product use, substitute items, or raise fake refund requests. Fraudulent behavior may result in claim rejection, account blocking, payment review, and restriction from future use of the platform.

8. Refund Method and Timelines

Where a refund is approved, the refund may be processed to the original payment method, bank account, wallet, or another method allowed by Selliro or the payment partner, subject to operational feasibility and payment provider rules. Refund timing may vary depending on payment gateway processing, banking channels, dispute review, reverse logistics completion, and fraud-control checks.

Selliro may hold refunds, split refunds, issue partial refunds, or delay settlement where there is an unresolved dispute, missing evidence, delivery contradiction, chargeback exposure, or policy concern. Approved refunds may also be offset against seller payouts, escrow amounts, or pending seller settlements where applicable.

9. Escrow and Settlement Impact

Where Selliro operates a controlled payout or escrow model, buyer payments may be held until dispatch, delivery, inspection completion, or dispute clearance. Selliro may release an initial portion of funds to the seller and retain the balance until the order is completed without valid dispute, in line with platform payout rules and risk controls.

If a refund, return, cancellation, or dispute arises before final settlement, Selliro may hold, reverse, deduct, or delay seller payouts to protect the transaction and ensure appropriate resolution.

10. Refused Delivery and Failed Delivery

If a buyer wrongfully refuses delivery without a valid documented reason, Selliro or the seller may deny a full refund, deduct return shipping, logistics charges, payment processing fees, or other actual costs where permitted by law and clearly applicable to the case.

If delivery fails due to seller fault, wrong address handling by the seller, missing dispatch action, or materially incorrect shipment information, the buyer may be eligible for refund or further remedy depending on the facts of the case.

11. Final Decision and Enforcement

Selliro reserves the right to assess available evidence, transaction logs, shipping records, seller responses, buyer conduct, payment status, and platform risk indicators when making an operational decision on a return, refund, or cancellation case. Selliro may reject false claims, approve valid claims, suspend suspicious accounts, hold funds, recover losses, or take any other necessary action to protect platform integrity and enforce this Policy.

12. Policy Updates

Selliro may amend this Return, Refund and Cancellation Policy at any time by updating the version published on the platform. Continued use of the platform after any update constitutes acceptance of the revised policy.