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At Sellox Marketplace, your satisfaction is our priority. We offer a 7-day Money-Back Guarantee on eligible products to ensure a safe, trustworthy shopping experience.
This policy explains when and how buyers can request a refund, and what sellers are required to do when a claim is filed.
You may request a refund within 7 days of receiving your order if:
1.1 The item is defective or damaged
Examples:
- Broken, scratched, or not functioning
- Missing parts
- Signs of wear (if purchased as new)
1.2 The item is significantly different from the description
Examples:
- Wrong color, size, or model
- Incorrect product shipped
- Misleading or inaccurate listing details
1.3 The item never arrived
If the seller cannot provide valid delivery proof, you are eligible for a full refund.
Refunds cannot be issued for:
- Products damaged by the buyer after delivery
- Items marked as “Non-Refundable” or “Final Sale”
- Digital goods, downloadable items, or services
- Perishable items (food, flowers, consumables)
- Personal hygiene products (e.g., cosmetics, innerwear)
- Custom-made or personalized items
To request a refund:
- Go to Your Orders in your Sellox account
- Select the order you want to return
- Click Request Refund
- Upload clear photos or videos showing the issue (if applicable)
- Submit the claim
Your request must be submitted within 7 days of the delivery date.
Sellers must respond to disputes within 48 hours of receiving a refund request.
Sellers can:
- Approve the refund
- Request more evidence
- Propose a return or replacement
If a seller does not respond in time, Sellox may automatically approve the refund to protect the buyer.
Depending on the situation:
5.1 Seller Fault (wrong, damaged, misleading product)
The seller covers return shipping
The buyer receives a full refund
5.2 Buyer’s Change of Mind (only if seller allows returns)
The buyer pays return shipping
The item must be unused and in original packaging
Not all sellers accept change-of-mind returns. Check product details before buying.
Once the refund is approved:
- Refunds are issued within 3–7 business days
- Refund method matches the original payment method
- Some banks or wallets may take additional processing time
Sellox actively monitors for fraudulent claims.
We may deny refunds or suspend accounts if we detect:
- False claims
- Fake evidence
- Abuse of the refund system
If a buyer and seller cannot reach a resolution, Sellox will intervene and may request additional proof from both parties.
Sellox’s final decision is binding for both buyer and seller.
If you need help with a refund or have questions about this policy, contact us at:
📧 Legal@sellox.com.ng