Return and Refund Policy

1. Overview

OrbitVerse transactions are protected by OrbitTrade escrow. This policy explains when refunds are issued and how the process works.

2. Escrow-Based Protection

Funds are held in escrow until the buyer confirms delivery or 7 days pass after the seller marks an order as shipped. Refunds are issued from escrow, not after the fact, so there is no waiting period for fund recovery once a refund is approved.

3. Eligible for Refund

• Item not received within the stated delivery window
• Item significantly not as described
• Item arrived damaged or defective
• Seller cancelled the order
• Duplicate or erroneous order

4. Not Eligible for Refund

• Buyer's remorse after confirming delivery
• Minor variations in color or packaging disclosed in the listing
• Items explicitly marked "final sale" or "non-negotiable" where buyer acknowledged this at checkout
• Disputes raised more than 7 days after delivery confirmation

5. How to Request a Refund

Buyers raise a dispute from their order page before confirming delivery, or within 7 days of delivery if a problem is discovered. Evidence (photos, description) must be submitted with the dispute.

6. Resolution Process

OrbitVerse reviews evidence from both buyer and seller and resolves disputes within 48 hours. Decisions are final and binding on both parties as a condition of using the escrow service.

7. Refund Method

Approved refunds are credited to the buyer's OrbitWallet within 24 hours of resolution. From OrbitWallet, funds can be used for future purchases or withdrawn to a bank account (minimum withdrawal NGN 1,000).

8. Return Shipping

For physical returns required as part of a dispute resolution, return shipping cost is determined case by case based on the reason for return. If the seller is at fault (wrong item, damaged item), the seller bears return shipping cost. If the buyer changed their mind on an eligible return, the buyer bears the cost.

9. Partial Refunds

OrbitVerse may issue partial refunds for partially fulfilled orders or partial damage, at its discretion following dispute review.

10. Cross-Border Orders

For cross-border transactions, refunds are issued in the buyer's original payment currency at the exchange rate locked at the time of the original transaction.