TL;DR
Once a return is agreed with a merchant, refund terms — shipping costs, exchanges, top-ups — are worked out between you and them. We don't guarantee a full refund. If a merchant doesn't follow through on refund terms you both agreed on, that's an unfair deal and you can request intervention through our Buyer Protection Policy .
About This Policy
This policy explains what happens once a return is agreed with a merchant — what you get back, and under what terms.
This only applies to orders paid for within Commversar; see our Buyer Protection Policy, Section 1 , for what happens if you paid a merchant directly outside the platform. For how your payment is held before a return happens, and when we intervene on your behalf, see the Buyer Protection Policy . For how to physically return an item, see our Shipping and Returns Policy . This policy works alongside our Terms of Use .
Returning an Item After Shipping
Once your order has started shipping, it can no longer be cancelled — you'll need to contact the merchant directly to start a return. For the full process, including what to check before you buy, how to contact a merchant, and what proof to keep, see our Shipping and Returns Policy .
Refund Terms for Returns
Once a return is agreed with the merchant, the refund terms are worked out directly between you and the merchant. This can include things like:
- •Who covers return shipping costs
- •Whether you get a refund or an exchange
- •Whether an exchange requires a top-up payment
We do not guarantee a full refund on returns. The outcome depends on what you and the merchant agree, and on the merchant's stated return policy.
When Refund Terms Aren't Honored
If you and a merchant agree on refund terms — a partial refund, an exchange, a shipping-cost split, or similar — and the merchant doesn't follow through on what was agreed, that's an unfair deal, and you can request intervention. See our Buyer Protection Policy, Section 4 , for how intervention works and what action we can take.
To request intervention over an unfair deal, provide proof such as:
- •Screenshots of the conversation where the refund terms were agreed
- •Evidence of what the merchant actually did instead (e.g., a lower refund than agreed, no exchange sent)
This is separate from a merchant refusing to honor their stated return policy in the first place — that's covered by the Shipping and Returns Policy, Section 6 .
Changes to This Policy
We may update this policy from time to time. Changes will be posted with an updated "Last Updated" date. Continued use of Commversar means you accept the updated policy.
Questions about this policy? Contact us at [email protected] .