1. STATUS, SCOPE AND INCORPORATION

1.1 This Returns & Refund Policy (the “Policy”) governs the procedures applicable to return requests, refund requests, withdrawal rights and transaction disputes arising from purchases concluded through the Wizbay online marketplace platform (the “Platform”), operated by WIZBAY LTD (“Wizbay”).

1.2 This Policy forms an integral part of the Wizbay General Terms & Conditions and Seller Terms & Conditions (the “Platform Terms”) and shall be read together with them.

1.3 Wizbay operates the Platform in multiple legal capacities depending on the transaction concerned:

a) as Marketplace Operator, facilitating transactions between Buyers and independent third-party Sellers;
b) as Seller, where Wizbay is expressly identified as the seller of record in the relevant product listing or Order Confirmation; and
c) as Returns and Dispute Administrator, administering return logistics, inspections, refunds and dispute resolution procedures through a unified platform system.

1.4 The administration of returns, refunds or disputes by Wizbay shall not, by itself, render Wizbay the seller of goods unless Wizbay is expressly identified as such in the Order Confirmation.

1.5 Capitalised terms not defined herein shall have the meanings assigned in the Platform Terms.

2. IDENTIFICATION OF SELLER AND PRODUCT REPRESENTATION

2.1 The identity of the seller responsible for each transaction shall be determined exclusively by the seller designation contained in the Order Confirmation issued to the Buyer.

2.2 Where a third-party Seller is identified, that Seller remains legally responsible for performance of the contract of sale, including delivery, conformity, statutory guarantees and consumer remedies.

2.3 Where Wizbay is identified as Seller, Wizbay shall assume the obligations of seller under applicable law.

2.4 Wizbay may standardise, edit, translate, optimise or otherwise adjust product descriptions, images, layout, presentation or formatting of listings for purposes of platform consistency, quality assurance and user experience. Such editorial involvement shall not constitute assumption of seller liability for goods sold by third-party Sellers.

2.5 Where goods materially differ from their description, images or representations displayed on the Platform, the Buyer may initiate a return or refund request under this Policy.

3. INITIATION OF RETURNS AND REFUND REQUESTS

3.1 All return or refund requests must be initiated through the Platform’s dispute and returns interface.

3.2 Requests submitted outside the Platform may not be recognised within Wizbay’s dispute system.

3.3 Upon initiation, the Platform shall create a case record and notify the Seller electronically.

3.4 All communications, evidence submissions and determinations conducted through the Platform form part of the official dispute record.

3.5 Buyers shall provide accurate information and supporting evidence where requested. Abuse or bad-faith use of the return system may result in restriction of Platform access.

4. STATUTORY WITHDRAWAL RIGHTS

4.1 Where applicable law grants a consumer withdrawal right, the Buyer may withdraw from the contract within fourteen (14) days from delivery unless a different mandatory period applies.

4.2 Withdrawal requests shall be submitted through the Platform interface.

4.3 Withdrawal rights may not apply to categories of goods excluded under applicable law, including customised goods, sealed hygiene products once opened, or other legally exempt items.

4.4 The Seller bears legal responsibility for withdrawal obligations; however, Wizbay administers operational processing pursuant to this Policy.

5. CENTRALISED RETURNS ADMINISTRATION

5.1 Wizbay operates a centralised returns system applicable to all transactions concluded through the Platform.

5.2 Returned goods may be routed to logistics facilities, warehouses or inspection centres designated by Wizbay, irrespective of whether Wizbay or a third-party Seller is the seller of record.

5.3 Logistics providers and warehouses act solely as service providers and shall not be deemed sellers or contracting parties.

5.4 Centralised handling of returns shall not create joint seller liability unless required by mandatory law.

6. SELLER RESPONSE OBLIGATION

6.1 Upon notification of a return or refund request, the Seller shall respond within forty-eight (48) hours.

6.2 Failure to respond within this period authorises Wizbay to treat the request as approved automatically.

6.3 Automatic approval shall be binding and enforceable through the Platform.

7. RETURN DISPATCH AND EVIDENCE

7.1 Buyers shall dispatch approved returns within the timeframe specified by the Platform.

7.2 Wizbay may require use of designated carriers, labels or tracking mechanisms.

7.3 Courier tracking data, delivery scans, photographs and inspection records may be relied upon as conclusive operational evidence.

7.4 Failure to dispatch within the prescribed timeframe may result in closure of the case without refund, subject to applicable law.

8. INSPECTION AND CONDITION ASSESSMENT

8.1 Returned goods may be inspected at centralised facilities designated by Wizbay.

8.2 Inspection may assess:

a) conformity with listing description;
b) evidence of use or damage;
c) completeness of returned items;
d) authenticity and substitution risk.

8.3 Inspection outcomes may determine eligibility for refund or partial refund.

9. REFUND PROCESSING AND AUTOMATED EXECUTION

9.1 Following confirmation of return completion or verified delivery failure, refunds shall be processed without undue delay and in any event within twenty-four (24) hours.

9.2 Where a Seller fails to process a refund within this period, Wizbay is irrevocably authorised to execute the refund directly.

9.3 Wizbay may deduct refunded amounts from the Seller’s wallet, balance or future receivables.

9.4 Where Wizbay acts as Seller, refunds shall be executed directly by Wizbay under identical timelines.

10. FRAUD-FLAGGED AND ENHANCED REVIEW PROCEDURES

10.1 Wizbay may classify disputes as requiring enhanced review based on behavioural indicators, transaction history or fraud-prevention criteria.

10.2 Wizbay may request additional documentation, delay return processing or modify procedures where reasonably necessary.

10.3 Wizbay is not obliged to disclose internal fraud-detection criteria.

11. PLATFORM ENFORCEMENT AUTHORITY

11.1 Wizbay may resolve disputes through automated determinations, administrative review or both.

11.2 Decisions issued through the Platform shall be binding for Platform enforcement purposes.

11.3 Wizbay’s dispute administration shall not alter seller identity or contractual liability allocation.

12. ALLOCATION OF RESPONSIBILITY

12.1 Responsibility for transactions shall be allocated as follows:

a) where Wizbay is identified as Seller — Wizbay bears seller obligations;
b) where a third-party Seller is identified — that Seller bears seller obligations;
c) Wizbay administers returns and disputes operationally in all cases.

13. CHARGEBACKS AND OFF-PLATFORM CLAIMS

13.1 Chargebacks initiated through payment providers may result in deductions from Seller balances.

13.2 Sellers shall cooperate fully with evidence requests relating to chargebacks.

13.3 Buyers are encouraged to use the Platform dispute system as the primary resolution mechanism.

14. WORLDWIDE APPLICATION

14.1 This Policy applies globally, subject to mandatory consumer protection laws applicable in the Buyer’s jurisdiction.

14.2 Nothing in this Policy limits non-waivable statutory rights.

15. AMENDMENTS AND CONTACT

15.1 Wizbay may amend this Policy by publication on the Platform.

15.2 Continued use of the Platform constitutes acceptance of amendments.

15.3 Support enquiries shall be submitted via Platform support channels or [support email].