Refund Policy - Jivebay

Effective date: September 2, 2026 · Last updated: September 2, 2026

1. When You Can Request a Refund

A refund request can be made after the logistics agent has collected the item from the seller and recorded it as shipped. The Request Refund and dispute actions then become available while the order remains in the protected logistics flow. Refund and dispute actions remain available for 12 hours after the shipment/custody update; after that window, only the review option remains available and the transaction may be released to the seller under Jivebay's settlement process.

2. Reasons Eligible for a Refund

When you request a refund you must select one of the approved categories below and describe the issue. Only requests citing one of these categories and supported by a clear description will be considered:

#	Eligible reason	What it covers
1	Item not received	The agent could not deliver the item to you and the order was never completed.
2	Wrong item delivered	You received a different product from the one you paid for.
3	Item significantly different from listing	The product does not match the photos, description, size, brand, or specifications in the listing.
4	Item damaged	The product arrived broken, defective, or damaged in transit.
5	Item counterfeit or unauthorized	The product is a fake, imitation, or unauthorised version of the listed brand.
6	Order cancelled by seller	The seller cancelled the order after your payment was collected.

3. What Is Generally Not Refundable

The following situations do not qualify for a refund under this policy:

Change of mind after accepting the item. Jivebay does not treat a change of mind as a seller-fault refund. Contact support if exceptional circumstances require review.
Refusing to provide the drop-off code to avoid inspection. The refund button is available precisely because Jivebay expects you to inspect first. Abusing the flow to pressure sellers will result in a declined request and possible account restrictions.
Minor differences that were clearly disclosed in the listing photos or description.
Transactions completed outside Jivebay. Payments or handovers arranged off-platform are not protected by this policy.
Digital or non-returnable products where applicable, once access has been granted.

4. What Happens After You Request a Refund

Re-listing. The product is immediately re-listed on the marketplace so other buyers can purchase it. The item is no longer held for you.
Return logistics. The seller is notified that the item was rejected and the product is made available for return. The applicable charge is called a Return Delivery Fee, not a penalty. The logistics agent sets or negotiates the amount on site before collection. It is paid separately by the responsible party and is not automatically deducted from a buyer's or seller's wallet.
Admin review. A Jivebay admin reviews your reason, the order history, and any evidence. Refunds are approved only when they meet the terms of this policy.
Approval and credit. If approved, the item price is credited to your Jivebay wallet balance. Return delivery is handled separately and is not silently deducted from that credit.
Rejection. If the request does not meet this policy, it is declined with a reason and the seller's settlement is released according to the order's settlement status. You may contact support if you believe the decision was wrong.

5. Timelines and Evidence

Item	Policy
Request window	Refund and dispute actions are available for 12 hours after delivery is recorded. The applicable window may be changed by Jivebay administrators.
Admin review	Jivebay aims to review every pending request promptly; no automatic approval is granted.
Payout timing	Wallet credit is instant once an admin approves the request. Withdrawals follow the standard withdrawal timeline.
Evidence	Upload clear photos of the item, packaging, and any damage when requested. Up to five product photos may be submitted for an individual refund request.
Return Delivery Fee	For wrong item, damage, significant mismatch, counterfeit/fraud, or seller fulfilment failure, the seller is responsible. For buyer change of mind, wrong size/variant, or no longer wanting the item, the buyer is responsible. The fee is agreed and paid separately on site to the logistics agent.

6. Final Word

Jivebay exists to protect both buyers and sellers. Refunds are a genuine remedy for real problems, not a way to test products risk-free. Requests that comply with this policy are approved; requests that abuse it are declined and may affect your account standing.

If you have questions about a specific order, contact us through the live support chat on the site.