When a buyer is looking to return an item, get a refund, or otherwise notify a seller of a problem with their order on Sellexa, the first thing they must do is contact the seller directly via the Help with Order link within Purchases and Reviews and let the seller know the issue. It is important for sellers to fill out their shop policies to address returns and refunds, and for buyers to read and understand those policies before ordering.

Sellers are expected to regularly respond to Messages, including Help with Order messages, from buyers. If a buyer has reached out to the seller and hasn't heard back within 48 hours, or if the seller is unable to resolve the issue within 48 hours, buyers can open what's known as a "case". With Sellexa's case system, a buyer alerts Sellexa that there is an issue with their order, and Sellexa will assist in the resolution of the case between the buyer and seller.

In order for a case to be opened with Sellexa, an order must meet the following criteria:

• The order is within the eligible time frame to open a case, based on the order's estimated delivery date or processing time and "dispatch by" date, or for made-to-order downloads, if the item is not made available within 7 days of purchase.
• The buyer has reported the order issue to the seller by selecting Help with Order, and has given the seller 48 hours to resolve the issue.
• The buyer wants to open a case because the item never arrived, arrived after the estimated delivery date window, arrived damaged, or does not match the listing description.
• For instant download items, buyers must download the item before opening a case.

Buyers may select to receive their refund to their original form of payment or as Sellexa credit. If an order does not meet the expectations in our programme, the buyer is entitled to a full refund, including all taxes and postage costs:

Sellexa's Purchase Protection Programme for Sellers helps qualified sellers to resolve eligible non-delivery, damaged, and not-as-described cases. We understand that things can still go wrong, even if a seller has taken all necessary steps to ensure a good buyer experience. In these cases, where an order meets all of our requirements, Sellexa will refund buyers for orders up to $250 USD (including postage and taxes) and sellers will not be held responsible.

Unless required by law, some disputes and transactions are ineligible for the case system, including:

• Items that have been altered, used, worn, washed, or discarded after receipt
• Items that are returned without a return agreement
• Items that are accurately described but don't meet a buyer's expectations
• Cost of postage or customs charges disputes
• Items that are purchased in person
• Transactions where payment is not processed by Sellexa Payments
• Disputes covered by local warranty or return laws applicable to a seller or their product

Once a case is opened, Sellexa will usually resolve and close the case automatically on behalf of the buyer and seller. Sellexa reserves the right to resolve the case on a seller's behalf, including by issuing a refund to the buyer and recouping funds from the seller's account if payment was made via Sellexa Payments.

In some cases, Sellexa may need to investigate further. Each case must remain open until a resolution has been reached. Sellexa may reach out to you to provide more information, and you should promptly respond. Sellers must respond within 2 calendar days.

Sellexa reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system. To maintain the integrity of the case system, a seller cannot encourage or require a buyer to close a case as a condition of resolving the dispute.

In the unlikely event that a case remains unresolved for more than 365 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.

This policy does not affect your statutory rights under consumer protection laws. You may have additional rights depending on your location.

For online purchases, you may have the right to cancel within 14 days of delivery under distance selling regulations, regardless of this policy.