Buyer protection, made simple

1. Scope

This policy applies to every purchase completed on Shopanova (tradesphere.lovable.app and connected marketplaces), between a verified buyer and a verified seller, and paid through Shopanova Escrow.

2. Eligibility

You may request a return, replacement or refund within 14 days of confirmed delivery if any of the following apply:

• The item received is materially different from the listing (wrong model, colour, size, quantity, or specification).
• The item arrived damaged, broken, or not in working order.
• The item is counterfeit or violates intellectual property rights.
• The order was never delivered and the carrier confirms loss.

Custom-made, perishable, hygiene-sealed, and digitally-delivered goods are excluded unless they arrive damaged or materially defective.

3. Evidence Requirement

Every dispute must include at least one clear photo of the item received, the packaging, and — where relevant — the shipping label. Shopanova may request additional evidence. False or fraudulent evidence will result in permanent account suspension.

4. Seller's 7-Day Window

Once a dispute is logged, the seller has 7 calendar days to:

• Dispatch a replacement item at no extra cost to the buyer, or
• Issue a full refund of the item price and original shipping cost, or
• Provide credible counter-evidence that the claim is invalid.

If the seller does not respond within 7 days, Shopanova will release the refund from escrow automatically.

5. Escrow & Refund Flow

All buyer payments are held in Shopanova Escrow until the buyer confirms delivery and the dispute window has expired without a claim. Approved refunds are credited to the original payment method within 5–10 business days.

6. Return Shipping

Where the seller is at fault (wrong or damaged item), the seller pays return shipping and Shopanova issues a prepaid label. Where the buyer changes their mind or the item is as described, the buyer bears return shipping costs and a restocking fee may apply (max 15%).

7. Cross-Border Duties & VAT

Where a refund is issued for a cross-border order, Shopanova also refunds any VAT and duty collected at checkout. Third-party customs charges assessed at destination are not refundable by Shopanova.

8. Escalation to Shopanova Disputes

If buyer and seller cannot agree, either party may escalate to the Shopanova Disputes Team. Our team reviews all evidence and issues a binding decision within 48 hours. Both parties agree to accept this decision as final.

9. Fraud & Abuse

Repeated or fraudulent claims, tampered evidence, or coordinated abuse between accounts will result in account suspension, forfeiture of pending balances, and referral to law enforcement where appropriate.

10. Contact

Shopanova Disputes Team — disputes@tradesphere.lovable.app — Phoenix Innovation Group Ltd, Aberdeen, Scotland (Companies House 896919).