Dispute & Refund Policy

Types of dispute

• Seller did not ship the item.
• Item not received by the buyer.
• Item arrived damaged.
• Item does not match the photos or description.
• Wrong variant, size, colour, or quantity.
• Buyer wants to cancel before the seller ships.
• Fraudulent or false buyer claim (handled separately).

How disputes work

1. The buyer must open the dispute during the complaint window (72 hours after delivery).
2. The buyer must upload photos or videos as evidence for damage, wrong item, or not-as-described claims.
3. The seller must provide shipping proof, tracking information, packing photos, or other evidence.
4. KHMART admin reviews the dispute.
5. While the dispute is active, the seller payout is held.
6. The dispute may be resolved as: full refund, partial refund, replacement, buyer claim rejected, seller wins, or seller penalty.
7. If the seller is at fault, the seller is responsible for the refund or return as decided by admin.
8. If the buyer files a false claim, the buyer may receive a warning or be banned.

Refund rules

1. Full refund if the seller did not ship the item.
2. Full refund if the item is not received and the seller cannot provide valid shipping proof.
3. Full refund or replacement if the item is damaged due to seller fault.
4. Full or partial refund if the item does not match the description.
5. Buyer covers return shipping if the buyer changes mind and the seller is not at fault.
6. Seller covers return or refund if the seller is at fault.
7. KHMART may reject claims that have no valid evidence.
8. Refunds are only processed by admin or by an authorised system action.
9. Refunds are recorded against the order, payment, dispute, and payout calculation.

Dispute statuses

• opened
• waiting_buyer_evidence
• waiting_seller_response
• under_review
• resolved_full_refund
• resolved_partial_refund
• resolved_replacement
• resolved_seller_won
• rejected
• closed

Evidence

Both buyer and seller can upload supporting evidence (photos or videos). KHMART admin notes are added during review and are visible on the order page.