Refund & Dispute Policy

Effective date: 8/5/2026

1. Buyer protection window

Buyers have 7 days after delivery (or 30 days after the estimated delivery date if the item never arrives) to open a dispute in the Orders screen.

2. Eligible refunds

• Item not received.
• Item materially not as described (wrong item, damaged, counterfeit, missing parts).
• Unauthorized transaction.

3. Not eligible

• Buyer's remorse after delivery of a correctly described item, unless the seller's listing offered returns.
• Damage caused after delivery.
• Custom or personalized items, unless defective.

4. Process

1. Buyer contacts the seller via in-app chat.
2. If unresolved within 3 days, buyer opens a dispute.
3. woo reviews evidence (photos, tracking, messages) and issues a decision within 10 business days.
4. Approved refunds are returned to the original payment method within 5-10 business days.

5. Chargebacks

If a buyer disputes with their bank, the payment (plus a chargeback fee from Stripe) is deducted from the seller's balance until resolved. We will submit evidence you provide.

6. Subscription refunds

Seller subscription fees are non-refundable except where required by law. You may cancel at any time; access continues until the end of the paid term.

7. Contact

Disputes: use the in-app "Report / Dispute" flow. Escalations: legal@dmaxtrust.com.