Buyer Protection Policy with Return & Refund Compliance

1. Purpose This policy ensures a clear, consistent process for handling returns, refunds, and exchanges across the Black Atlas marketplace.

It protects both buyers and vendors, while maintaining trust in the platform.

2. Buyer Rights

Buyers may request a return or refund if:

• The item is damaged, defective, or not as described.
• The service provided does not match the description agreed upon.
• The order was not delivered within the promised timeframe (unless delays were communicated and accepted).

Buyers must initiate refund requests within 7 calendar days of receiving goods or service completion.

Buyers should first contact the vendor through the Black Atlas messaging/support system before escalating to Black Atlas Support.

3. Vendor Responsibilities

Vendors must:

• Display clear refund/return policies on their storefront.
• Respond to buyer refund requests within 3 business days.
• Accept returns for items that are damaged, defective, counterfeit, or misrepresented.
• Provide buyers with return instructions, including return address and timelines.

Refunds must be processed within 7 business days of approving a return.

4. Non-Returnable/Non-Refundable Items For hygiene, safety, or legal reasons, the following are typically non-returnable (unless defective):

Perishable goods (e.g., food, beverages).

Personal care items (e.g., cosmetics, health products).

Digital goods or services once delivered (e.g., e-tickets, downloads).

Customized or made-to-order products.

5. Black Atlas Oversight

If a vendor fails to respond to a refund request within the given timeframe, Black Atlas may intervene and resolve the claim directly.

Black Atlas reserves the right to issue refunds on behalf of vendors if evidence supports the buyer’s claim.

Vendors with repeated refund complaints or unresolved disputes may face payout holds, penalties, or account suspension.

6. Refund Method

Approved refunds will be processed to the original payment method.

Depending on the bank/payment provider, refunds may take 5–10 business days to appear in the buyer’s account.

7. Dispute Escalation

If a buyer and vendor cannot reach a resolution, the case may be escalated to Black Atlas Mediation.

Black Atlas’s decision after reviewing evidence (order details, communication, delivery proof) will be final and binding.

8. Policy Updates

Black Atlas reserves the right to update this policy periodically to reflect operational needs, legal changes, or marketplace requirements.

Vendors will be notified of major updates.

Fraud Prevention Framework covers platform-level protections, vendor obligations, buyer safeguards, and admin processes so that Black Atlas stays trusted, compliant, and ahead of fraud.