Refund & Return Policy

PBridge Marketplace protects every transaction through SafeHold™ escrow. When you pay for an order, your money is held securely and is only released to the vendor after you confirm delivery. This policy explains how refunds and returns work on the platform.

1. Eligibility for a refund

You may request a refund in the following situations:

• The item was not delivered within the timeframe shown at checkout.
• The item received does not match the listing description.
• The item arrived damaged, defective, or counterfeit.
• The vendor cancels the order before shipment.

2. How SafeHold™ protects you

Your payment is held in escrow and is not released to the vendor until you confirm the item was received and matches the listing. If you raise a dispute within the protection window, PBridge Marketplace holds the funds until the matter is resolved.

3. How to request a refund

1. Open the order in your PBridge Marketplace account.
2. Click "Request Refund" and select a reason.
3. Upload photos or evidence if the item was damaged or incorrect.
4. The vendor has 48 hours to respond. If unresolved, PBridge Marketplace steps in.

4. Refund timeline

Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank or card issuer. Refunds processed through Flutterwave are typically completed within 7 working days.

5. Non-refundable items

• Perishable goods once delivered and accepted.
• Custom-made or personalised items unless faulty.
• Digital downloads after they have been accessed.
• Items damaged through buyer misuse after delivery.

6. Returns

If a return is agreed, the vendor will provide a return address. The buyer is responsible for return shipping unless the item was incorrect, damaged, or defective, in which case the vendor covers the cost.

7. Contact us

For any refund or return question, email [email protected] with your order number. We aim to respond within 24 hours.