Refund, Return & Escrow Dispute Policy

This Policy applies to eligible online (PayFast and similar gateway) orders processed through SEASPIR where buyer funds are routed through SEASPIR Escrow. Cash on Delivery (COD) orders follow seller-specific fulfillment practices and platform fee rules; COD refunds, where available, are handled case-by-case with the seller and SEASPIR support and may not use the same automated escrow release timeline described below.

SEASPIR acts as an intermediary marketplace. Product quality and shipment packing remain the seller's responsibility. Escrow and dispute tools exist to create a fair inspection window and an evidence-based resolution process — not to replace seller accountability.

For eligible online payments, buyer funds are held securely in SEASPIR Escrow after payment confirmation. Following delivery confirmation, funds remain under a 24-hour automated escrow holdbefore they become eligible to progress toward seller payout (including any required admin review steps in SEASPIR's wallet pipeline).

During this hold, the buyer's payment is protected from immediate release so that defective, incorrect, or damaged items can be reported. If no valid dispute is filed within the inspection window, the order may advance according to SEASPIR's escrow and payout workflow. SEASPIR may still apply platform fees, compliance checks, or fraud-prevention reviews before a seller can withdraw funds.

Buyers have a 24-hour inspection window beginning at the moment of order delivery confirmation. Within this window, buyers should inspect the package and items for:

• Manufacturing defects or items that do not match the listing in a material way
• Wrong item, wrong variant (size, color, model), or missing components
• Transit damage that makes the product unusable or materially diminished

Buyers are expected to open and check the order promptly. Waiting until after the 24-hour window ends substantially limits refund and dispute options for issues that could have been discovered on ordinary inspection.

To challenge an eligible escrow order, the buyer must initiate a dispute ticket through their buyer dashboard within the 24-hour inspection window. A complete dispute submission should include:

• Order number and affected product(s)
• Clear written description of the issue
• Photographic and/or video proof showing the defect, wrong item, damage, packaging condition, and any labels or tracking details that help verify the claim
• Preferred resolution (refund, replacement, or partial refund), where applicable

Disputes filed after the inspection window, or filed without usable evidence, may be rejected. SEASPIR may request additional information from the buyer or seller before deciding an outcome.

When a buyer files a valid dispute within the inspection window, the corresponding payout to the seller is immediately frozen pending review by SEASPIR support. Frozen funds remain unavailable for withdrawal until the dispute is resolved.

SEASPIR support will review the evidence and may:

• Approve a full or partial refund to the buyer
• Direct a replacement or return-to-seller process where practical
• Release escrow funds to the seller if the claim is unsubstantiated
• Escalate complex cases for further investigation or hold

Resolution timelines vary with case complexity and responsiveness of the parties. SEASPIR's determination under this Policy is final for platform escrow handling, without prejudice to rights you may have under applicable consumer law.

The following situations are generally non-refundable under SEASPIR Escrow:

• Change of mind, dislike of style/fit/color preference, or buyer's remorse after the 24-hour inspection window has closed without a timely dispute
• Items damaged by buyer misuse, improper handling after delivery, unauthorized modification, or ordinary wear after acceptance
• Failure to provide photographic/video proof (or other requested evidence) within the inspection window or within any short cure period specified by support
• Orders marked delivered where the buyer refuses inspection cooperation, provides contradictory evidence, or engages in suspected fraud
• Digital goods, custom-made items, or hygiene-sensitive products where the listing clearly stated they are final sale, except for proven wrong-item or transit-damage cases accepted by SEASPIR

If SEASPIR or the seller authorizes a return, the buyer must pack the item securely in substantially the same condition (including original tags/accessories where applicable) and follow the return instructions provided in the dispute ticket. Return shipping responsibility depends on the outcome: seller fault (wrong/defective/damaged in transit before delivery) typically results in seller- or platform-directed return coverage; inconclusive or buyer-fault outcomes may require the buyer to bear return costs.

Sellers must respond to SEASPIR dispute requests promptly, provide tracking and packing information when asked, and refrain from pressuring buyers to withdraw valid claims. Repeated defective shipments, ignored disputes, or abusive conduct may result in listing removal, payout holds, or account suspension under the Terms & Conditions.

For escrow or refund assistance, open a dispute ticket from your buyer dashboard within the inspection window, or contact SEASPIR support at support@seaspir.com. Legal questions may be directed to legal@seaspir.com.