Refund, Return & Dispute Policy

1. Purpose

This Refund, Return & Dispute Policy ("Policy") explains how returns, refunds, cancellations, delivery problems, product disputes and related complaints are handled for transactions conducted through the PocketMarket platform.

PocketMarket is a digital marketplace that connects buyers with independent sellers and businesses. Unless a particular listing, order or transaction expressly identifies PocketMarket as the seller or merchant of record, the seller is responsible for the products or services offered through the platform.

This Policy is intended to operate across the markets in which PocketMarket operates.

Nothing in this Policy limits, excludes or replaces any consumer right, refund right, cancellation right, warranty, guarantee, remedy or other protection that cannot lawfully be excluded under the laws applicable to the relevant transaction. Where mandatory local law provides greater or different rights, those legal requirements will prevail.

2. Who Is Responsible?

Sellers

Sellers are responsible for:

• The accuracy of their listings
• The quality and condition of their products or services
• Authenticity and legality of products
• Proper fulfilment of orders
• Providing products that conform to the description provided
• Complying with applicable consumer-protection laws
• Honouring applicable warranties and guarantees
• Accepting valid returns and refunds required by applicable law or the seller's stated policy

PocketMarket

PocketMarket operates the marketplace platform and may facilitate communication, payments, delivery arrangements, returns, complaints and dispute resolution depending on the transaction.

PocketMarket may review disputes and take appropriate action under its platform rules, applicable law and the circumstances of the transaction.

PocketMarket may remove listings, restrict accounts, suspend sellers or take other appropriate platform action where there is evidence of fraud, abuse, prohibited activity, repeated violations or other breaches of PocketMarket policies.

3. When Can a Buyer Request a Return or Refund?

A buyer may request a return, replacement, refund or other appropriate remedy where applicable, including circumstances such as:

• The order was not delivered
• The wrong product was delivered
• The product is materially different from its description
• The product arrived damaged
• The product is defective or does not function as represented
• The product is counterfeit or unauthorised where authenticity was represented
• The seller materially misrepresented the product
• The seller failed to fulfil the order
• The transaction was affected by fraud or unauthorised activity
• The applicable law gives the buyer a cancellation, withdrawal or return right
• The seller's published return policy provides a right to return or refund

Additional return or refund rights may apply depending on the buyer's location, the seller's location, the type of product or service, and the applicable law.

4. Change-of-Mind Returns

Change-of-mind returns are governed by:

• The applicable law;
• The seller's published return policy; and
• Any additional return rights provided by PocketMarket.

Where applicable law provides a statutory cancellation, withdrawal or return period, that right will apply even if a seller's ordinary return policy provides otherwise.

Where no mandatory legal right applies, the availability of a change-of-mind return may depend on the seller's stated return policy and the type of product or service.

5. Products That May Have Special Return Rules

Certain products or services may have different return or cancellation requirements because of their nature.

Examples may include:

• Perishable goods
• Fresh food
• Custom-made products
• Personalised products
• Products made specifically to a customer's specifications
• Digital products or digital content
• Downloaded or accessed digital content
• Services that have already been fully performed
• Products that cannot reasonably be returned for health, safety or hygiene reasons
• Products subject to special regulatory requirements

Where special rules apply, the applicable restrictions should be disclosed to the buyer before the transaction is completed, subject to applicable law.

6. Seller "No Refund" Policies

A seller may establish reasonable return conditions where permitted by law.

However, a seller's "no refund" statement does not eliminate rights that a buyer has under applicable law.

A seller cannot use a marketplace policy, listing statement or contractual term to remove a mandatory consumer right where such exclusion is prohibited by applicable law.

7. How to Request a Return or Refund

Where the functionality is available, buyers should submit a return or refund request through their PocketMarket account.

A request should include:

• Order number
• Reason for the request
• Description of the issue
• Relevant photographs or videos where appropriate
• Other evidence reasonably requested to assess the dispute

Where the buyer cannot access the dispute system, the buyer may contact PocketMarket support through the published support channel.

8. Return Request Review

After a request is submitted:

• PocketMarket may notify the seller.
• The seller may be given an opportunity to respond.
• The buyer and seller may be asked to provide supporting evidence.
• PocketMarket may review available information.
• Additional information may be requested where necessary.
• A return, replacement, refund or other remedy may be authorised where appropriate.

The exact review process may vary depending on the transaction, product type, payment method, delivery method and applicable law.

9. Evidence

Depending on the dispute, PocketMarket or the seller may request evidence such as:

• Photographs
• Videos
• Delivery information
• Tracking information
• Proof of delivery
• Product serial numbers
• Packaging photographs
• Communications relating to the transaction
• Other information reasonably necessary to investigate the dispute

PocketMarket may consider information available from buyers, sellers, payment providers, delivery providers and other relevant parties.

10. Delivery Problems

If an order does not arrive, the buyer should report the issue through the applicable PocketMarket dispute process.

The seller may be required to provide reasonable evidence that the order was properly fulfilled or delivered.

Where delivery cannot be established, PocketMarket may determine that a refund or other remedy is appropriate, subject to the circumstances of the transaction and applicable law.

11. Damaged or Incorrect Products

If a product arrives damaged, defective or materially different from the listing, the buyer should report the problem as soon as reasonably possible after receiving the order.

Where appropriate, the available remedy may include:

• Replacement
• Repair
• Return
• Full refund
• Partial refund
• Other remedy required or permitted by applicable law

12. Fraudulent, Counterfeit or Misrepresented Products

PocketMarket does not permit fraudulent, counterfeit or materially misrepresented listings.

Where there is credible evidence that a product is fraudulent, counterfeit, illegally supplied or materially misrepresented, PocketMarket may:

• Remove the listing
• Restrict the seller's account
• Suspend or terminate the seller's account
• Investigate the transaction
• Assist with an appropriate buyer remedy
• Take other action permitted or required by applicable law

Serious cases may be referred to appropriate authorities where required or legally permitted.

13. Refund Decisions

A refund may be approved where:

• The seller accepts the refund;
• The seller fails to respond where the platform rules permit a decision to be made without a response;
• PocketMarket determines that a refund is appropriate under its platform rules;
• The transaction involves fraud or a serious policy violation; or
• A refund or other remedy is required by applicable law.

PocketMarket may consider the available evidence before making a platform-level decision.

14. Refund Method

Where a refund is approved, the refund will generally be returned through the original payment method where technically and legally possible.

Where the original payment method cannot reasonably be used, an alternative refund method may be offered where permitted by applicable law.

Any PocketMarket wallet or account-credit refund option will only be used where permitted by applicable law and the buyer's applicable rights.

A buyer will not be required to accept store credit or wallet credit where applicable law requires a monetary refund.

15. Refund Timing

Refund processing times may vary depending on:

• Payment method
• Financial institution
• Payment provider
• Country
• Currency
• Transaction type
• Banking or payment-system processing times

PocketMarket will communicate the applicable refund status where possible.

The timing of a refund does not remove or reduce any rights that a buyer has under applicable law.

16. Return Shipping

Responsibility for return shipping costs may depend on:

• The reason for the return
• The seller's published return policy
• The applicable law
• The condition of the product
• The delivery arrangement
• Whether the product was defective, incorrect, damaged or misrepresented

Where applicable law requires the seller or another party to bear return costs, that requirement will apply.

17. Dispute Resolution

PocketMarket may provide a platform-level dispute resolution process to help buyers and sellers resolve transaction problems.

PocketMarket may:

• Request information from either party
• Review transaction records
• Review delivery information
• Review communications
• Request evidence
• Contact relevant service providers
• Determine an appropriate platform remedy where authorised

PocketMarket's platform dispute process does not prevent a customer from exercising rights available under applicable law.

18. Seller Compliance

Sellers using PocketMarket are responsible for maintaining return, refund, warranty and consumer-protection practices that comply with the laws applicable to their transactions.

Sellers must not:

• Misrepresent products
• Sell counterfeit products
• Falsely advertise products
• Refuse legally required remedies
• Manipulate delivery information
• Submit false evidence
• Abuse the dispute system
• Attempt to circumvent PocketMarket's policies

19. Seller Penalties

Where a seller repeatedly violates PocketMarket's rules, PocketMarket may take appropriate action, including:

• Warning the seller
• Removing listings
• Restricting listing privileges
• Limiting account functionality
• Suspending the account
• Permanently terminating the account
• Withholding or delaying platform-controlled funds where legally permitted and necessary to address a legitimate dispute or compliance issue
• Referring serious matters to appropriate authorities where required or permitted

Any action will be subject to applicable law and the relevant contractual terms.

20. Buyer Abuse and Refund Fraud

PocketMarket also protects sellers against fraudulent or abusive refund activity.

Examples may include:

• False claims that an order was not delivered
• Fabricated evidence
• Repeated fraudulent refund claims
• Returning a different product
• Deliberately damaging products
• Misusing the dispute system
• Collusion between accounts

Where such activity is identified, PocketMarket may investigate and take appropriate action under its policies and applicable law.

21. Exceptional Circumstances

Additional procedures may apply to transactions affected by:

• Customs restrictions
• Import or export restrictions
• Natural disasters
• Government restrictions
• Logistics disruptions
• Payment-system failures
• Currency restrictions
• Other circumstances outside the reasonable control of the parties

Any such procedures remain subject to applicable law.

22. International Transactions

For transactions involving more than one country, additional laws and regulations may apply depending on:

• The buyer's location
• The seller's location
• The delivery destination
• The place of the transaction
• The type of product or service
• Applicable consumer-protection rules
• Applicable payment regulations
• Applicable import/export requirements

PocketMarket will apply mandatory legal requirements applicable to the relevant transaction.

Nothing in this Policy is intended to deprive a consumer of mandatory protections available under the law that applies to their transaction.

23. Local Consumer Protection Laws

PocketMarket operates across different markets and recognises that consumer-protection requirements vary between jurisdictions.

Where a local law provides a buyer with rights that are more protective than this Policy, those legal rights will prevail.

Where a local law requires a specific return period, cancellation period, refund method, disclosure or procedure, the applicable local requirement will apply to the relevant transaction.

PocketMarket may therefore display additional country-, region- or product-specific information where required.

24. Policy Changes

PocketMarket may update this Policy from time to time to reflect:

• Changes to the platform
• Changes to products or services
• Changes to payment or delivery arrangements
• Changes in applicable laws or regulations
• Changes to dispute-resolution procedures

The current version will be published on the PocketMarket website.

25. Contact

For questions concerning returns, refunds or transaction disputes, customers may contact:

PocketMarket Support
Email: pocketmarkettt@gmail.com

Customers should include their order or transaction reference where applicable.

Important Legal Provision

Nothing in this Policy is intended to:

• Exclude rights that cannot legally be excluded;
• Restrict mandatory consumer protections;
• Prevent a customer from exercising statutory rights;
• Prevent a customer from contacting an appropriate regulator, consumer-protection authority or court;
• Limit liability where such limitation is prohibited by applicable law.

Where any provision of this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail to the extent of the conflict.