Refund, Return & Buyer Protection

These Buyer & Seller Protection Policies govern all purchases made through the Zambid Platform.

The purpose of these policies is to:

• Protect buyers.
• Protect honest sellers.
• Prevent fraud.
• Ensure fair dispute resolution.
• Build trust within the Zambid marketplace.

These policies form part of the Zambid Terms & Conditions.

Zambid offers a Money-Back Guarantee on eligible purchases made through the Platform.

If an eligible claim is approved, the buyer will receive a refund of the purchase price and any applicable shipping fees paid through the Platform.

Refunds are issued only after Zambid reviews the available evidence and determines that the claim meets the requirements of this policy.

A buyer may be eligible for a refund if:

• Item not delivered. The item was never delivered.
• Wrong item received. The delivered item is materially different from the item ordered.
• Counterfeit product. The item is fake, counterfeit, or an unauthorized imitation where the listing represented it as genuine.
• Significant damage. The product arrives significantly damaged due to seller packaging, handling, or shipping before delivery to the buyer.
• Missing components. Essential accessories or components included in the listing are missing.
• Seller cancels without reason. The seller fails to ship the product after accepting payment.
• Misrepresented product. Examples include a different model, different color, different size, different specifications, different condition, a fake serial number, or hidden defects.

Refunds will generally not be granted for:

• Buyer’s change of mind.
• Buyer ordered the wrong item.
• Minor cosmetic variations disclosed in the listing.
• Normal wear on used products accurately described.
• Buyer’s failure to read the listing.
• Damage caused after delivery by the buyer.
• Products altered or repaired by the buyer after delivery.

To protect both buyers and sellers, all payments made through Zambid are held in an escrow-style process until the transaction is completed.

Payment shall be released only when:

1. The buyer confirms receipt and acceptance of the product.
2. The buyer confirmation period expires without a dispute.
3. A dispute is resolved in the seller’s favor.

Where applicable law requires, the payment holding service may be operated through a licensed payment partner.

Seller funds may be released when:

• Delivery has been confirmed by the carrier.
• The buyer has accepted the item.
• No dispute has been opened within the applicable review period.
• Any dispute has been resolved in favor of the seller.

Zambid reserves the right to delay payment where fraud, policy violations, or legal requirements are involved.

Where a return is approved:

• The buyer must follow Zambid’s return instructions.
• Items should be returned in substantially the condition received, except where the complaint relates to the item’s condition.
• Returns may require original packaging where reasonably available.
• The buyer may be required to use a shipping label or carrier designated by Zambid.

Certain categories may be non-returnable for hygiene, safety, or legal reasons if clearly disclosed before purchase.

Approved refunds will generally be processed to the buyer’s original payment method.

Refunds may include:

• Purchase price.
• Shipping charges paid through the Platform where applicable.

Refunds may be reduced where evidence shows only a partial remedy is appropriate.

Processing times depend on the payment provider.

Sellers must:

• Ship within the handling time stated in the listing.
• Use reliable shipping methods where available.
• Provide tracking information if required.
• Package products securely.

Failure to ship within the required timeframe may result in order cancellation, refund, or account enforcement actions.

Delivery may be confirmed through:

• Buyer confirmation.
• Carrier delivery records.
• Electronic proof of delivery.
• Other reliable evidence accepted by Zambid.

If the buyer neither confirms delivery nor opens a dispute within the review period, Zambid may deem the order accepted.

Buyers agree to:

• Provide an accurate delivery address.
• Inspect items promptly.
• Report problems within the specified review period.
• Cooperate with investigations.
• Return items when required.
• Refrain from filing false claims.

Sellers must:

• Sell authentic goods.
• Accurately describe products.
• Use genuine photographs or clearly identify stock images.
• Disclose defects.
• Ship orders promptly.
• Respond to buyer inquiries.
• Cooperate with investigations.

To protect the marketplace, Zambid may investigate suspected fraud, including:

• False refund claims.
• Counterfeit products.
• Fake tracking numbers.
• Identity fraud.
• Payment fraud.
• Collusive transactions.
• Listing manipulation.
• Review manipulation.
• Multi-account abuse.

Zambid may suspend or terminate accounts pending investigation.

Before selling, sellers may be required to provide:

• CNIC or government-issued identification.
• Selfie verification.
• Bank account details.
• Mobile number verification.
• Business registration documents (if applicable).
• Tax information where required.

Zambid may request updated documentation at any time.

The sale of counterfeit, fake, pirated, or unauthorized goods is strictly prohibited.

Violations may result in:

• Immediate listing removal.
• Account suspension.
• Permanent account termination.
• Withholding of funds.
• Notification to relevant authorities where required by law.

If a buyer receives a damaged item, the buyer should report the issue promptly and provide:

• Photographs of the item.
• Photographs of the packaging.
• Description of the damage.
• Any additional evidence requested by Zambid.

If an order cannot be delivered:

• Zambid may investigate with the shipping carrier.
• Buyers and sellers may be asked to provide additional information.
• Refunds or payment releases will be determined based on the investigation.

Buyers should first seek resolution through Zambid before initiating a chargeback with their payment provider.

If a chargeback is initiated:

• Zambid may suspend the transaction.
• Sellers may be required to provide evidence.
• Zambid may contest chargebacks where appropriate.

Repeated abusive chargebacks may result in account suspension.

Either party may open a dispute within the applicable review period.

The dispute process generally includes:

1. Claim submission.
2. Evidence collection.
3. Seller response.
4. Review by Zambid.
5. Final decision.

Zambid may request additional information at any stage.

Evidence may include:

• Photographs.
• Videos.
• Unboxing videos.
• Shipping labels.
• Courier records.
• Tracking information.
• Order history.
• Product serial numbers.
• Chat history on the Platform.
• Expert reports where appropriate.

Failure to provide requested evidence may affect the outcome of a dispute.

The following conduct is prohibited:

• Filing false refund requests.
• Returning different items.
• Using counterfeit evidence.
• Threatening other users.
• Circumventing Platform policies.
• Repeated abuse of buyer protection.
• Repeated abuse of seller protections.

Violations may result in suspension, termination, withholding of funds, or other enforcement actions.

Zambid reserves the right to:

• Request additional documentation.
• Contact buyers or sellers.
• Verify shipping records.
• Review communications conducted through the Platform.
• Consult payment providers or shipping carriers.
• Delay payment or refunds while an investigation is ongoing.
• Cooperate with law enforcement or regulatory authorities where legally required.

Zambid will make reasonable efforts to resolve disputes fairly based on the available evidence and applicable policies.

Decisions made under this policy are binding for the purposes of the Platform, subject to any rights that users may have under applicable law.

Zambid (Private) Limited

Customer support: support@zambid.com

Website: www.zambid.com

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