Case windows
Ordinary marketplace cases: open a return, replacement or refund request within 7 calendar days after recorded delivery or collection, or within 7 calendar days after you confirm receipt if that is later. This includes a change-of-mind request and ordinary delivery or fulfilment concerns. Do not confirm an order simply to make it disappear from your attention—inspect it first.
Quality and safety claims: if an item is wrong, damaged, defective, missing paid parts, counterfeit, unsafe or materially different from its listing, AMAKET accepts a platform case for up to three months after delivery or collection where the applicable consumer law requires that remedy. This policy does not remove any longer or non-waivable right available under applicable law.
How to start a case
Open My Orders, select the relevant delivered order and choose Request Return/Refund. You may request a return and refund, refund only, or replacement. State the affected item and quantity, select the most accurate reason, and explain what happened. For an undelivered order, contact support promptly with the order reference rather than waiting for confirmation.
What is eligible
We review cases for non-delivery, transit damage, wrong items, missing paid items or parts, defective or unsafe goods, counterfeit concerns, and material differences from the listing. A change-of-mind return may be accepted within the ordinary 7-day window only where the item is unused, complete, in resaleable condition and not excluded below. Approval is not automatic: the applicable law, listing, item condition and evidence all matter.
Evidence and fair review
Attach clear photos or video where available and preserve the packaging, labels, accessories, proof of delivery, order reference and item condition. We aim to acknowledge a complete case within 2 business days and make an initial assessment within 5 business days. If we need more information, we will say what is needed and give a reasonable response period. A manager considers the marketplace record, payment record, messages, tracking history and evidence from the buyer, seller and courier.
Returns, shipping and refunds
Do not send an item back before you receive written return instructions. For an approved seller, fulfilment or transit fault, the responsible party bears reasonable approved return costs. For an approved change-of-mind return, the buyer may be responsible for the disclosed return cost where law permits. Once a return is approved, follow the stated address, method and deadline; use a tracked method where instructed. After a qualifying return is received or a refund-only decision is made, AMAKET aims to issue an approved refund to the original payment method within 5 business days. Your bank or payment provider may take longer to show it. Replacement timing depends on confirmed stock and delivery arrangements.
Exclusions and limits
Change-of-mind returns may be refused for personalised goods, perishables, items sealed for health or hygiene reasons after their seal is broken, opened software or digital goods where applicable, or goods that have been used, altered, damaged after delivery or returned incomplete. These exclusions do not apply where the item is defective, unsafe, counterfeit, wrongly supplied, materially non-conforming or where law gives you a remedy. Fraudulent claims, substitute items, intentional damage or misuse may result in rejection, account action and lawful recovery.
Outcomes and escalation
A manager may approve a return and refund, a refund only, a replacement, a partial remedy or reject a request with written reasons. We record the outcome on the order. If you disagree, reply to the support case with new material information or use Contact Us and quote the order and support references. Nothing in this process limits statutory consumer rights or your right to approach an appropriate regulator or court.
