Returns & Refunds

Every order on BuyChat runs through protected payment: your money is held by BuyChat — not sent to the seller — until you confirm delivery. The seller is paid only after you confirm you received what you ordered. If something goes wrong, the held money is what your refund comes from, which is why refunds on BuyChat don't depend on chasing a seller for your money back.

After an order is marked delivered, you have 7 days to either confirm delivery or open a dispute. If you do neither within 7 days, the payment is automatically released to the seller and the order is treated as accepted.

Check your item as soon as it arrives. Once you confirm delivery (or the 7 days pass), the money has moved to the seller and any issue becomes a direct conversation with them rather than a protected-payment dispute.

You can open a dispute when:

• The item never arrived.
• The item is significantly not as described — wrong item, wrong size or model, counterfeit, damaged or defective on arrival.
• Only part of your order arrived.
• A service you paid for was not provided as agreed.

Change-of-mind returns are at the individual seller's discretion — ask the seller in chat before ordering if you may need to exchange (for example, clothing sizes).

• Go to My Orders, open the order, and tap Report a problem / Open dispute — or simply tell Aisha in chat.
• Describe the issue and attach photos where relevant (damaged or wrong items).
• The seller responds, and BuyChat mediates. Most disputes resolve within a few days; evidence (photos, chat history, delivery records) decides the outcome.

When a dispute is resolved in your favour, the held payment is returned to your BuyChat wallet — typically immediately on resolution. From your wallet you can spend it on anything else or withdraw it to your bank account. Partial refunds (for example, one missing item out of three) work the same way.

When a resolution requires sending an item back, return delivery is arranged through the same dispatch network the order used. Who bears the return delivery cost follows the dispute outcome: the seller when the item was wrong, not as described, or defective; the buyer for seller-approved change-of-mind returns.

• Perishables (prepared food, fresh produce): disputes must be raised quickly — report problems the day of delivery.
• Digital items and completed services can't be "returned", but non-delivery and not-as-agreed disputes still apply.
• Event tickets: covered against invalid or fake tickets; entry is verified by QR code.
• Cash-on-delivery orders: inspect before you pay — that inspection is your protection window.

Ask Aisha in the app — she can open a dispute for you, check one's status, or explain your options on any order. You can also reach the team at [email protected].