Refunds and Returns

• Your order never arrived.
• It arrived damaged.
• You received the wrong item, or it doesn't match the listing.
• You were charged but the order or payment went wrong.

You can cancel an order yourself from My Orders until it has been shipped. Shops have 3 working days after payment to send your order, and the date is shown on the order.

• The seller didn't deliver what you ordered. You get back everything you paid Abiaconnect, including your half of the platform fee, and the seller is charged the whole fee. This covers an item that never came, a wrong or fake item, and a shop that missed its send-by date.
• You changed your mind. If you cancel before the order ships, you get the item price back. Your half of the platform fee isn't returned, because the payment costs have already been paid.
• Neither side was at fault, such as a payment error. You get back everything you paid Abiaconnect.

To avoid paying for something a shop can't send, message the shop here or on WhatsApp before you buy to check the item is in stock and can be sent right away. Always pay on Abiaconnect.

1. Don't confirm the order, and don't give the shop your 6-digit code.
2. Open My Orders and choose Open dispute on that order.
3. Say what went wrong and add photos or other proof.

Do this within 7 days of the shop marking your order shipped. We remind you before that time runs out.

The money stays held. You, the shop and our support team talk in one case room. The shop has 48 hours to reply, and we aim to decide within 5 days, though a case can take longer if we are waiting for proof. You will see the decision and the reason in the case. You can ask once for it to be looked at again, within 7 days.

Don't send anything back until support asks you to. If a return is needed, the decision will tell you where to send it and who pays for sending it. Keep the courier or park receipt.

Our team sends the refund back to the way you paid, through the payment provider. You can see when it has been sent on your order. It can take several working days to reach you, depending on the provider. A delivery fee you paid to a courier or park was paid to them, not to Abiaconnect, so we can't refund it.

Once you confirm an order or give the shop its code, the seller can be paid straight away, and we can't always get that money back. You can still report a problem for 7 more days, and we will look into it, but this can't undo a payout on its own. Please check your goods first.

This policy only covers orders paid for on Abiaconnect. We can't help with money sent directly to a seller.