Return & refund policy

When you pay through Zweka, funds are typically held until you confirm you have the goods (or the dispute window ends / a dispute is decided). That hold is the main buyer protection — not an unlimited “free returns” promise like a retail chain.

Applies to paid orders on the Platform (deals, paid swap top-ups, auction wins, and similar). Giveaways have no purchase price to refund. Coin purchases are covered in the Billing policy.

• Eligible payments are collected by our payment partners and held pending release.
• Release generally follows: buyer confirmation; dispute-window expiry without dispute; or an admin/support ruling.
• We do not use payment splits that would settle straight to the seller on checkout for escrowed goods orders.

After delivery or meetup handover is recorded, a dispute window runs for the period shown on the order. Inspect condition, completeness, and match to the listing during that window. If something is wrong, open a dispute before confirming and before the window closes — see the Dispute policy.

Confirming that you have the item authorises release to the seller (subject to fees). After confirmation, refunds are exceptional (e.g. proven fraud) and decided under the Dispute policy.

• Full refund — buyer receives the order total back via the original payment method where the processor allows; seller is not paid for the goods amount.
• Partial resolution — split outcomes when evidence supports (e.g. missing accessory).
• Release to seller — buyer claim rejected or window expired without valid dispute.
• Timing depends on banks/processors; we initiate promptly after a decision.

Where a buyer is refunded because the seller failed to perform or goods were not as described, buyer-side service fees included in the captured total are generally refunded with the order. Coin spends on boosts already consumed are not usually restored. See Billing for promotions and coins.

• Deal: standard hold → inspect → confirm or dispute.
• Auction: winner payment failure may re-offer the item; losing bidders are not charged. Refunds follow only if a winner was charged and the sale is unwound.
• Swap: if one side fails after commitment, dispute may unwind cash legs and cancel the trade; physical return logistics are between parties unless we direct otherwise.
• Giveaway: no purchase refund; abuse may lead to limits or bans.

If you pay a seller outside Zweka (bank transfer, cash without an order, etc.), we cannot reverse that payment through Platform escrow. Revealing a phone number after a risk warning does not create escrow protection for off-Platform funds.

If you dispute a charge with your bank while also using Zweka disputes, tell support immediately. Opening a chargeback may pause payouts and can lead to account limits if abused. We provide processor evidence from chat, tracking, and order state.

• Open a dispute from the order screen during the window, or
• Contact live support with your order link.