Refund Policy

Zedtra operates as a marketplace connecting buyers with third-party sellers. Products are fulfilled by the seller unless Zedtra expressly states otherwise. Buyers place orders on the platform, and payments are processed through supported payment providers.

This policy governs how refunds, disputes, order reversals, holds, and related wallet or payout effects are handled for transactions placed through official Zedtra checkout channels.

When a seller marks an order as delivered, a post-delivery review window begins. Buyers are expected to inspect their order promptly and report any issue within the review window shown on the platform.

Failure to raise a concern within the applicable review window may affect the buyer's eligibility for full platform-assisted recovery, especially where the seller's delivery and order records appear complete and consistent.

Delivery fees shown at checkout may be estimates and may represent only the buyer-side contribution toward delivery. Sellers may choose the shipping company, shipping method, and route, and the actual shipping company charge may differ from the platform estimate.

Where additional delivery cost is required to complete delivery and the seller does not absorb the difference, the buyer may be required to pay a delivery top-up. Refusing to cover required delivery costs may lead to failed delivery, delays, cancellation, or weaker refund eligibility where the seller can show proper delivery attempts and the buyer did not cooperate.

Buyers may request a refund where an item was not delivered, was materially different from its description, arrived damaged, was defective, was incomplete, or the order was canceled before successful fulfilment. Refund approval may depend on supporting evidence such as photos, delivery details, timing records, message history, or other facts reasonably requested by the review team.

Where a refund is approved and the original payment rail cannot be used for the return of funds, the buyer must provide a bank account number whose account name matches the name reasonably associated with the original payer who made the payment for that order. Zedtra may refuse or delay processing where the proposed refund account does not match the original payer identity.

A refund request does not automatically mean a refund will be granted. Zedtra reviews the full transaction context before making a decision.

Refunds may be refused where the buyer changes their mind after the seller has substantially performed, where the complaint is unsupported, where the product matches the listing in all material respects, where misuse or damage occurred after delivery, or where the buyer fails to cooperate with reasonable evidence requests.

Refunds may also be refused in cases of abusive buying behaviour, false non-delivery claims, inconsistent statements, attempted extortion, return substitution, or chargeback misuse.

Zedtra is a marketplace and payment facilitator. Customer payments are processed through supported payment providers. Seller payouts are typically made available on a settlement timeline (for example, after the payment provider settles the transaction) rather than being released only after delivery confirmation.

To manage disputes, chargebacks, and fraud risk, Zedtra may restrict withdrawals or reserve amounts that are reasonably connected to an active refund request, dispute review, chargeback, reversal, or compliance investigation. This is a risk-control measure and does not create an escrow arrangement between the buyer and the seller.

Payment processing fees charged by payment providers may be non-refundable. Where a refund is approved, Zedtra may refund the order amount or a commercially reasonable portion of it, less any non-refundable processing fees where permitted by law.

Where a buyer raises a dispute, Zedtra may review the order timeline, platform chats, uploaded media, delivery confirmations, seller response, buyer evidence, identity signals, and any other information reasonably relevant to the transaction. We may contact either party for additional information before a final decision is made.

Platform records may be given greater weight than off-platform claims where those claims cannot be independently verified. Zedtra may rely on the evidence reasonably available at the time of review, and users are expected to preserve honest and complete records.

Zedtra can only review, trace, and support refunds for payments completed through the official Zedtra checkout flow. If a buyer sends money directly to a seller's personal or business account outside the platform, that payment may fall outside our recovery, dispute, and refund processes.

Where a buyer knowingly bypasses official checkout after a clear platform warning, Zedtra may decline liability for any loss, delay, scam, or recovery failure arising from that off-platform payment.

Zedtra aims to protect honest sellers from buyers who misuse the refund system. A buyer is not entitled to a refund simply because they changed their mind, delayed cooperation, failed to receive a properly attempted delivery, refused a conforming order, or tried to obtain goods and a refund at the same time.

A buyer must not use another person's bank account to receive a refund. The refund account name must match the original payer identity used for the order unless Zedtra has specifically approved an exceptional representative or next-of-kin arrangement supported by acceptable legal or law-enforcement documentation. Requests for payment to unrelated or non-matching accounts may be refused or escalated for compliance review.

If evidence shows the buyer is at fault, the claim may be denied and the seller's funds may be released. Repeated abusive refund behaviour may lead to account restrictions, additional verification, report escalation, or removal from the platform.

If a refund request is approved, Zedtra may process a full refund, partial refund, cancellation adjustment, or other commercially reasonable remedy through the original payment method where supported. If a dispute is denied, held funds may be released back to the seller according to the order status and wallet rules on the platform.

Where a refund must be sent to a bank account instead of the original payment rail, the buyer must provide a bank account number whose bank account name matches the name reasonably associated with the original payer and the payment used for the order. This requirement exists to reduce fraud, impersonation risk, and money-laundering exposure.

As a narrow exception, Zedtra may review a request to send the refund to a next-of-kin or representative account only where the original payer is credibly shown to be deceased or legally or physically unable to operate their account, including circumstances such as death, severe mental incapacity, blindness, or paralysis. In those cases, Zedtra may require valid court approval, police approval, or another formally acceptable legal authorization identifying the representative and linking them to the original payer before any non-matching account can be considered.

In some cases, Zedtra may determine that a replacement, partial credit, or other remedy is more appropriate than a full refund, depending on the nature of the dispute and the evidence provided.

Fraudulent refund requests, abusive chargebacks, fake delivery claims, seller attempts to evade dispute review, or any conduct that increases payment or fraud risk may lead to restricted platform access, paused payouts, additional verification, or permanent account action.

Where a payment partner, bank, card network, regulator, court, law enforcement authority, or compliance obligation requires further action, Zedtra may pause or adjust platform decisions to comply with those requirements.

Zedtra, its owner, employees, moderators, reviewers, support staff, and contractors act as marketplace operators and reviewers, not as personal guarantors of each transaction. We may make good-faith trust and safety or dispute decisions to protect the marketplace, even where one party disagrees with the outcome.

To the maximum extent permitted by law, Zedtra and its personnel are not liable for losses arising from false statements by users, off-platform payments, unlawful goods, third-party shipping failures, or user misconduct outside the direct control of the platform. Users may be responsible for losses they cause through fraud, policy breach, or misuse of the marketplace.