Refund Policy

1. Purpose of this Policy

This Refund Policy explains how returns, refunds, and exchanges are handled on the Gephra Sustaina marketplace. Because we operate a multi-vendor platform, each order may involve different sellers and refund conditions. This policy protects customers, ensures fairness to vendors, and supports responsible and sustainable shopping practices.

2. Marketplace Role

Gephra Sustaina facilitates transactions between buyers and independent vendors. Refunds are processed:

• •by vendors, not Gephra directly, except where platform intervention is required
• •according to vendor policies, product type, and local regulations

Gephra does not manufacture or warehouse most products.

3. General Refund Eligibility

Customers may request a refund if:

• •the item arrives damaged or defective
• •the wrong item was delivered
• •the item never arrives
• •the vendor cancels the order
• •product information was misleading or materially inaccurate

For sustainability reasons, refunds for "change of mind" may be limited depending on vendor policy and product category.

4. Requesting a Refund

To file a request, customers must:

• •Log into their account
• •Go to Orders → Request Refund
• •Provide reason + supporting evidence (photos or videos for damaged goods)

Vendors must respond within a reasonable timeframe. If a vendor does not respond, Gephra may step in.

5. Vendor Policies Apply

Each vendor may set their own specific terms, including:

• •return window
• •product eligibility
• •restocking fees
• •replacement or refund options

These will appear on the vendor storefront and product pages. Customers are responsible for reviewing them before purchase.

6. Sustainability-based Restrictions

For hygiene, health, and sustainability reasons, certain categories may be non-returnable:

• •personal care items
• •perishable goods
• •customized orders
• •digital goods
• •items marked "Final Sale"

7. Condition of Returned Products

Refund approval may require:

• •the product to be unused
• •original packaging intact
• •all accessories included

Vendors may deny returns if products are damaged after delivery.

8. Shipping & Return Costs

Unless the vendor is at fault:

• •customers may cover return shipping fees
• •vendors determine which courier or drop-off method is accepted

If the vendor is responsible (wrong or damaged item), they must cover return shipping.

9. Late or Missing Refunds

Once approved:

• •refunds may take 3–10 business days depending on payment method
• •bank or Mobile Money delays may occur
• •platform support can assist if delays exceed 15 working days

10. Escalations & Disputes

If a buyer and vendor cannot reach agreement, Gephra may:

• •review evidence
• •request more information
• •make a fairness-based decision

Gephra reserves the right to issue a partial or full refund when necessary.

11. Offline Transaction Warning

Orders paid outside the platform (bank transfer, cash, private negotiation) are not guaranteed by Gephra. Refund support may be limited.

12. Abuse & Fraud Prevention

We may refuse or block refunds involving:

• •fraudulent photos
• •excessive return patterns
• •chargeback abuse
• •misused discount codes

Such cases may lead to account suspension.

13. Contact