IntroOverview

This Refund & Returns Policy applies to all purchases made through the CHAAMO platform. CHAAMO operates exclusively as a consumer-to-consumer (C2C) marketplace. Contracts of sale are formed directly between buyers and sellers. CHAAMO LTD operates as a platform facilitator only and is not the seller of record. Refunds are facilitated by CHAAMO strictly in accordance with this policy, the Buyer Protection Policy, and the Terms of Service.

Refund Process Overview

Once an item is marked as delivered, the buyer has forty-eight (48) hours to either confirm receipt or submit a refund request. During this period, the transaction funds are placed on hold and are not released to the seller.

If no refund request is submitted within this timeframe, the held funds will be automatically released to the seller, and the order completed.

Refunds and seller payouts are processed through Stripe and may take up to three (3) business days to reach the recipient's account once initiated. The time taken for a refund to appear on a buyer's statement may vary depending on the buyer's bank or card issuer.

1No Change-of-Mind Returns

CHAAMO does not support returns based on a change of mind. Change-of-mind returns are permitted only where the seller has explicitly stated a return policy within the listing. In all other cases, purchases are considered final. CHAAMO does not intervene in or facilitate change-of-mind returns unless expressly offered by the seller.

2Item Not as Described or Damaged Items

If an item arrives damaged, defective, or materially different from the listing description, the buyer must:

• Notify both the seller and CHAAMO within forty-eight (48) hours of delivery
• Provide clear photographic evidence of the item, packaging, and any visible damage

CHAAMO may review the submitted evidence to assess compliance with platform policies and to assist the parties in determining appropriate next steps.

Where damage is determined to have occurred during courier transit, CHAAMO may assist by initiating a courier claim in accordance with the applicable carrier's insurance terms.

Where damage is determined to result from inadequate or negligent packaging, the seller remains fully responsible for the refund in accordance with CHAAMO's Damaged Goods Policy and Terms of Service.

3Refund Method

Refunds facilitated by CHAAMO LTD require mutual agreement between the buyer and the seller. Where a refund is mutually agreed between the buyer and the seller, the seller will refund the relevant transaction via their Stripe Connect account. Refunds are limited strictly to the amount held for the relevant transaction, and sellers are not required to top up balances beyond the held amount.

If a resolution cannot be reached between the buyer and the seller, or if either party rejects the proposed refund, CHAAMO LTD reserves the right to step in and authorise a refund from the held transaction funds where, following review of the available evidence, it considers this appropriate. The transaction funds will remain on hold pending the outcome of CHAAMO's review. CHAAMO's decision is final for the purposes of the platform's internal dispute resolution, without prejudice to any rights the buyer may hold with their card issuer or under applicable law.

CHAAMO does not act as a payment service provider, escrow agent, or bank and does not guarantee any refund outcome.

4Return Shipping Costs

Where a return is approved due to damage or material misrepresentation, the seller is responsible for covering the cost of return shipping, unless otherwise required by applicable law.

For any other type of return not related to damage or misrepresentation, the seller may determine whether to accept the return and who bears the return shipping costs. Any such terms must be clearly stated in the listing.

5Dispute Handling

If a buyer and seller are unable to resolve a refund issue independently, CHAAMO may assist by reviewing evidence submitted by both parties; advising on appropriate next procedural steps; assisting with courier claims where applicable; and stepping in to review the case and authorise a refund from held funds where no agreement is reached, in accordance with Section 3.

CHAAMO's decision under its internal review is final for the purposes of platform dispute resolution. This does not affect any rights the buyer may separately hold with their card issuer or under applicable law, including the ability to raise a chargeback through Stripe.

Disputes must be raised within:

• Forty-eight (48) hours of confirmed delivery for damaged or misrepresented items
• Seven (7) days from the estimated delivery date for lost or non-delivered items

Requests submitted outside these timeframes may be declined.

6Exclusions

The following are not covered under this Refund & Returns Policy:

• Change-of-mind returns (unless explicitly offered by the seller)
• Claims submitted outside required timeframes
• Damage resulting from inadequate packaging, where seller liability already applies
• Damage occurring after confirmed courier delivery
• Items listed under CHAAMO's Prohibited & Restricted Items Policy
• Incorrect or incomplete delivery information provided by the buyer or seller
• Items exceeding standard courier insurance limits where additional insurance was not purchased
• Items shipped using unapproved couriers
• Claims rejected by couriers due to prohibited contents, insufficient packaging, or lack of evidence

Nothing in this section limits a seller's obligations under the Damaged Goods Policy or Insurance Policy contained within the Terms of Service.

ContactContact Information

For questions regarding this policy or to report an issue, email refunds@chaamo.com