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Refund & Payment Waiver Policy

Our commitment to fairness covers both "Payment Before Delivery" (Escrow) and "Pay After Delivery" transactions.

95% REFUND GUARANTEE

Refund Eligibility

Escrow Transactions (Payment Before Delivery)

Applicable when you paid upfront and funds are held by CartDash:

Refund Conditions

If you paid upfront, you are eligible for a 95% refund (5% retained for processing) if:

  • Item not delivered within 14 days of promised date
  • Wrong item received that doesn't match description
  • Item arrives damaged or defective
  • Vendor cancels order after payment
  • Significant difference from advertised specifications

Pay After Delivery Transactions

Applicable when you inspect goods before payment (Premium Vendors):

Payment Waiver Conditions

Since you have not paid yet, your "refund" takes the form of a Waiver of Payment Obligation:

  • Defective/Mismatched Items: You are not required to pay. Your obligation is waived. This is equivalent to a full refund.
  • Fraudulent Refusal: If the item matches the description and you refuse to pay without valid cause, this is considered Fraud. The vendor will be paid, and your account may be suspended.

Time Limits & Conditions

Applies to both Escrow and Pay After Delivery orders:

  • 14-Day Window: Disputes for both modes must be opened within 14 days of delivery (or non-delivery date).
  • 3-Day Inspection: Inspect items immediately upon receipt (max 3 days).
  • Evidence Required: Clear photos/video of the issue are mandatory.
  • Original Condition: Items must be in original condition unless defective.

Refund / Waiver Process

1

Open Dispute

Customer opens a dispute with evidence in the dashboard.

Note: For Escrow, funds are locked. For Pay After Delivery, vendor is notified.

Within 14 days
2

Vendor Response

Vendor has 3 business days to respond with shipping proof or solution.

3 business days
3

CartDash Review

Our team reviews evidence to verify condition of goods.

2-5 business days
4

Resolution

Escrow: 95% Refund processed to original method.

Pay After Delivery: Payment obligation waived (customer pays 0) OR Payment enforced (customer pays 100% if item is correct).

Refund Calculator

For Escrow (Pre-Payment) Transactions Only. Estimate your potential refund amount.

Your Estimated Refund
₦9,500.00
95% of your purchase price, minus 5% processing fee

Pay After Delivery Note

For Pay After Delivery orders, your "savings" equals the full item cost, as you simply do not finalize payment.

Our 95% Guarantee

We're so confident in our protection system that we guarantee 95% of your purchase price back if your item doesn't arrive or isn't as described (Escrow). The 5% covers unavoidable payment processing fees.

For Pay After Delivery: We guarantee that if the item is defective, your obligation to pay is waived entirely.

Non-Refundable Items & Situations

Digital Products

Downloadable software, e-books, or digital content once accessed

Personalized/Custom Items

Made-to-order products with your specifications

Perishable Goods

Food, flowers, or items with expiration dates

Intimate/Personal Items

For health/hygiene reasons (swimwear, underwear, etc.)

Change of Mind

Buyer's remorse unless vendor accepts returns

Delayed Shipping

Unless beyond promised delivery date + 14 days

Some vendors may offer more flexible return policies. Check individual store policies before purchasing.

Refund Policy FAQs

Why only 95% and not 100%?

Payment processors (banks, credit card companies) charge fees for transactions. When we refund, they don't return these fees to us. The 5% covers these unavoidable costs to keep our platform sustainable.

How does refund work for "Pay After Delivery"?

Since you haven't paid yet, the "guarantee" ensures you won't have to pay for defective goods. If the item is correct and matches the description, you must pay the full amount.

What happens if I refuse to pay for a correct item?

This is considered Fraud. The vendor can open a dispute. If CartDash verifies the item matches the description, you will be suspended and obligated to pay the vendor.

How long do refunds take to appear in my account?

Once approved: 3-5 business days for credit cards, 5-10 business days for bank transfers, 24-48 hours for digital wallets. The timeframe depends on your financial institution.

What evidence do I need for a refund request?

Clear photos/video showing: issue, screenshots of: original listing, tracking information, and any communication with the vendor. For damaged items, show all angles and packaging.

Can I return an item without opening a dispute?

Yes, you can contact: vendor directly for a return. However, our 95% guarantee only applies when using: the official dispute system. Direct returns are at your own risk.

Are shipping costs refundable?

If: item is faulty, not as described, or never arrived: Yes, both item cost and shipping are refunded. For change of mind returns: Usually only item cost (check vendor's policy).

Need to Request a Refund?

Our streamlined dispute process makes it easy to get help when you need it. Log in to your account to start the process.

Start Refund Process Contact Support

Important Reminders

  • Always inspect items within 3 days of delivery
  • Keep original packaging until you're satisfied with your purchase
  • Take clear photos/videos when unboxing expensive items
  • For Pay After Delivery: If item is correct, pay promptly to avoid fraud accusations.