Refunds and Claims

Buyer Protection means you're never left out of pocket when something goes wrong. If an order doesn't arrive, arrives damaged, or isn't what you ordered, you can raise a claim and your money stays protected while it's reviewed.

When you can raise a claim

• Your order never arrived, or the tracking shows it stopped with no update.
• Your order arrived damaged, broken, or with missing pieces.
• The item you received isn't what you ordered (wrong item, wrong size, very different condition).
• The seller didn't ship within the promised time.

How to raise a claim

1. Open the order
   Go to Orders and open the affected order.

2. Tap 'Raise a claim'
   Follow the prompts inside the order - it only appears while your protection window is open.

3. Describe the problem
   Choose the reason and explain what went wrong in your own words.

4. Add evidence
   Upload photos and videos showing the issue (packaging, damage, the item itself).

Evidence is important: clear photos and a short video make it much faster for our team and the seller to agree on what happened.

What happens after you raise a claim

1. The seller is notified and can respond - usually they'll approve a refund or offer to resend or replace the item.
2. Cancel any in-progress delivery if you no longer want the item.
3. If no agreement is reached within a set period, Seli reviews the evidence and decides the claim.
4. If your claim is approved, the escrow funds are returned to you (or the seller is paid on a partial resolution).

Refund timing

Approved refunds go back to your original payment method. Card refunds can take 3–10 business days to show up depending on your bank; refunds to Seli credits are instant.