Papasouq Buyer Protection

1. Return Eligibility

You may request a return if:

• You received the wrong item.
• The item arrived damaged or defective.
• The item is significantly different from its description.
• The item has missing parts or accessories.
• The seller approved a return request.

Return requests must be submitted within 14 days from the delivery date unless otherwise specified on the product page.

2. Items That Cannot Be Returned

For hygiene, security, or legal reasons, the following products cannot be returned unless they are defective:

• Digital products and activation codes
• Gift cards
• Downloadable software
• Personalized or customized products
• Perishable goods
• Opened health & personal care items
• Products damaged due to misuse
• Products marked as "Final Sale"

3. Condition of Returned Items

Returned products must:

• Be unused whenever possible.
• Include original packaging.
• Include all accessories, manuals, and free gifts.
• Be securely packed for shipping.

Failure to meet these conditions may result in a partial refund or rejection of the return.

4. How to Request a Return

Returning an item is simple:

1. Sign in to your Papasouq account.
2. Go to My Orders.
3. Select the order.
4. Click Request Return.
5. Choose the reason.
6. Upload photos if required.
7. Submit your request.

Our support team will review your request and coordinate with the seller.

5. Refund Process

After the returned item is received and inspected:

• Approved refunds are processed within 3–7 business days.
• Refunds are sent to the original payment method whenever possible.
• Wallet payments are refunded to your Papasouq Wallet.
• Cryptocurrency payments are refunded in accordance with our Cryptocurrency Refund Policy.

6. Marketplace Responsibility

Papasouq operates as a marketplace connecting buyers with independent sellers.

Papasouq:

• Facilitates payments.
• Reviews disputes.
• Assists with customer support.
• Ensures marketplace standards.

The seller remains responsible for:

• Product quality.
• Product authenticity.
• Shipping accuracy.
• Warranty obligations.

7. Damaged or Incorrect Products

If you receive a damaged, defective, missing, or incorrect product, please report the issue within 48 hours after delivery by providing:

• Photos
• Videos (if available)
• Order number
• Description of the issue

This helps us resolve your case faster.

8. Seller Response Time

Sellers are expected to respond within 2 business days.

If the seller does not respond within the required timeframe, Papasouq may intervene and make a final decision based on the available evidence.

9. Buyer Protection

Every eligible purchase is covered by the Papasouq Buyer Protection Program. You may receive a refund if:

• Your order never arrives.
• The product is counterfeit.
• The seller refuses to resolve a valid issue.
• The received item is materially different from the listing.

10. Exchanges

Some sellers may offer exchanges instead of refunds. Exchange availability depends on:

• Product category
• Seller policy
• Stock availability

11. Shipping Costs

If the return is caused by seller mistake, wrong item, damaged item, or defective item:

The seller is responsible for return shipping costs.

If the return is due to change of mind, ordered by mistake, or no longer needed:

The buyer may be responsible for return shipping costs.

12. Fraud Prevention

To maintain a safe marketplace, Papasouq reserves the right to reject return requests involving:

• Abuse of the return policy
• Fraudulent claims
• Swapped or altered products
• Missing components
• Repeated suspicious activity

Accounts engaging in abusive behavior may be suspended.

13. Contact Us

If you need assistance with a return or refund request, please contact our Customer Support Team through:

• Help Center
• Live Chat
• Contact Form
• Email Support

We are committed to resolving disputes fairly, transparently, and as quickly as possible.