30-day refund request window
Eligible refund requests should be submitted within 30 calendar days of the recorded delivery date.
A request made within 30 days is not an automatic promise that every transaction will be refunded. Eligibility depends on the transaction circumstances, available evidence, the status of escrow or settlement, the seller's obligations and applicable law. Nothing in this policy limits rights that cannot lawfully be excluded or restricted.
1. Scope
This policy applies to marketplace transactions conducted through EcoTrade Hub involving eco-products, recyclable materials, raw materials, accepted demand offers and related fulfilment workflows.
Sellers remain responsible for the accuracy, quality, legality and fulfilment of what they offer. EcoTrade Hub provides digital marketplace, payment-verification, transaction-record, escrow, logistics-coordination and dispute-resolution infrastructure.
2. Orders and transaction terms
An order records the product, material or accepted offer, the parties to the transaction, quantity, price, currency and other transaction information available to EcoTrade Hub at the time the order is created.
Users should review the order details before payment. Sellers and buyers must not attempt to alter transaction records, delivery records or payment references in order to misrepresent what was agreed.
3. Payment verification and escrow
A browser redirect, payment screen or customer receipt alone is not treated as final payment proof. EcoTrade Hub verifies payment status with the authorised payment provider before a transaction is treated as paid.
Once a supported payment is verified, the transaction may be placed into EcoTrade Hub's escrow workflow. The seller's settlement remains held until the applicable release condition or an authorised dispute resolution occurs.
Payment-provider processing, bank processing and other external systems may affect how quickly a payment, refund or payout appears in an account.
4. Delivery, inspection and confirmation
Buyers should inspect delivered goods or materials as soon as reasonably possible. Where EcoTrade Hub provides a delivery confirmation action, buyers should not confirm successful delivery if there is an unresolved material problem with the transaction.
Under the current EcoTrade Hub transaction flow, successful buyer confirmation after recorded delivery releases the held seller settlement and completes the order, provided there is no active dispute.
5. Raise a dispute before escrow is released
If a paid order has a material problem before settlement is released, the buyer or seller should use the transaction dispute process rather than confirming a transaction that remains in dispute.
Opening an eligible dispute freezes the affected escrow while the case is reviewed. Parties may be asked to provide transaction, delivery, communication or other relevant evidence.
An authorised resolution may release settlement, approve a refund, or reject the dispute depending on the available evidence and the transaction circumstances.
6. Refund requests within 30 days
EcoTrade Hub's standard marketplace policy is that an eligible refund request should be submitted no later than 30 calendar days after the recorded delivery date. Where no delivery was recorded, the relevant transaction and fulfilment history may be used to assess timeliness.
A refund may be considered where, for example:
- the item or material was not delivered;
- the item or material materially differs from the listing, agreed specification or accepted offer;
- the quantity delivered materially differs from the confirmed transaction;
- the goods are materially defective, unsafe or unusable for the disclosed purpose where applicable;
- the wrong item or material was supplied;
- the transaction was duplicated or charged incorrectly; or
- another refund ground applies under applicable consumer law or an authorised EcoTrade Hub dispute resolution.
Change-of-mind requests are not automatically refundable unless the seller expressly offered that right, EcoTrade Hub published a transaction-specific return right, or applicable law requires the return or refund.
A request submitted after the 30-day standard window may still be reviewed where required by applicable law, where fraud or a serious safety issue is alleged, or where EcoTrade Hub reasonably determines that exceptional circumstances justify review.
7. Important distinction after escrow release
The 30-day policy is a refund-request and transaction-review window. It is not a 30-day automatic escrow hold.
Where funds are still held or frozen in EcoTrade Hub escrow, an authorised refund can be processed through the platform's refund workflow. Where the buyer has already confirmed delivery and seller settlement has been released, EcoTrade Hub may still review a request made within the 30-day window, but recovery may require seller cooperation, a payment-provider process, another lawful recovery mechanism or a formal dispute outcome.
Users should therefore raise material transaction problems before confirming delivery whenever reasonably possible.
8. How an approved refund is processed
Refund authority is restricted to authorised EcoTrade Hub financial or dispute-resolution workflows. A seller, buyer or logistics participant cannot directly rewrite escrow or refund records.
When an approved refund is submitted to the payment provider, the transaction may remain marked as pending until the provider confirms the final outcome. EcoTrade Hub does not represent a refund as completed merely because a refund request was submitted.
The time it takes for a completed provider refund to appear in a customer's bank or payment account may depend on the payment provider and financial institution.
9. Return condition and evidence
A party requesting a refund may be asked for reasonable evidence, such as photographs, delivery records, quantity evidence, transaction communications or other information needed to assess the claim.
Where physical goods must be returned, EcoTrade Hub or the seller may provide return instructions appropriate to the transaction. Responsibility for return costs will depend on the reason for the return, the seller's published terms, the dispute outcome and applicable law.
10. Seller responsibilities
- Describe products and materials accurately.
- Supply the agreed quantity, condition, grade and specification.
- Maintain reasonable evidence of fulfilment where appropriate.
- Cooperate with legitimate delivery and dispute processes.
- Do not pressure buyers to confirm delivery before the transaction has actually been fulfilled.
- Do not withdraw, conceal or divert funds in order to avoid an authorised refund or lawful transaction obligation.
11. Buyer responsibilities
- Review transaction details before payment.
- Provide accurate delivery and contact information.
- Inspect delivery as soon as reasonably possible.
- Do not confirm successful delivery while a material issue remains unresolved.
- Raise genuine disputes promptly and provide truthful supporting information.
- Do not use the refund process fraudulently or to obtain goods without payment.
12. Logistics and delivery partners
Logistics records can form part of a transaction review, but a logistics partner marking an item delivered does not by itself release seller escrow. EcoTrade Hub's transaction rules determine when settlement can be released.
Delivery participants must not fabricate pickup, transit, proof of delivery or confirmation information.
13. Fraud, abuse and unsafe transactions
EcoTrade Hub may restrict a transaction, hold or freeze settlement, request additional evidence, restrict an account or refer a matter for further review where fraud, abuse, unsafe goods, prohibited conduct, account compromise or material transaction manipulation is reasonably suspected.
14. Consumer rights and applicable law
This policy is intended to operate consistently with applicable consumer-protection and contract law, including rights that may apply to goods that are defective, unsafe, unsuitable for an agreed purpose, or do not correspond with their description or agreed specification.
Nothing in this policy excludes, waives or limits a right or remedy that cannot lawfully be excluded, waived or limited.
15. Need a transaction reviewed?
If the order is still active and eligible for a dispute, use the transaction dispute workflow. For a completed transaction, refund request, payment issue or other support question, contact EcoTrade Hub and include the relevant order or transaction reference. Never send your password or full payment-card details.