Refunds, disputes and protected orders

This policy covers purchases completed through Cardora checkout, including non-delivery, material differences from the description, damage in transit, authenticity concerns, shipping delays, release timing and refund requests.

In ordinary transactions between users, the sale contract is generally between the buyer and seller. Cardora operates the marketplace, moderation, support and protected-payment infrastructure. It may investigate disputes, delay release, request evidence or support a refund where justified.

The seller must dispatch within the timeframe stated in the listing, order process or seller dashboard and provide proof of dispatch, tracking data or dispatch confirmation where required. The buyer must provide an accurate delivery address, follow shipping updates and inspect the parcel immediately after delivery.

If the parcel appears damaged, incomplete, tampered with or inconsistent with the expected shipment, the buyer must retain the packaging, take clear photographs, keep the labels and contact Cardora without undue delay.

Cardora may review non-delivery, substantial delay, the wrong item, a materially inaccurate description, significant undisclosed defects, missing essential parts or accessories, suspected counterfeiting or authenticity concerns, and damage in transit.

To assess a dispute, Cardora may request photographs, video, parcel labels, shipment scans, timestamps, message history, listing screenshots, serial numbers, authenticity references, courier documents and other evidence reasonably relevant to the issue.

Where the checkout or order process specifies protected release, the buyer’s funds may remain pending before release to the seller. Release depends on the order status, provider status, available evidence, the seller’s payout readiness, the review window shown in the process and whether a dispute or compliance issue prevents release.

The buyer may be asked to confirm receipt or satisfactory completion of the order. If the applicable review window expires without a valid dispute, Cardora may proceed with release, subject to the conditions of that process. Once funds have been released through the payment provider, the technical options for reversing the transfer are often more limited than before release.

If a problem is reported before seller release and Cardora concludes, on the evidence and the applicable process rules, that the buyer should be reimbursed, a refund may be supported through the payment provider and the pending seller amount cancelled to the extent technically possible.

If funds have already been released to the seller through the connected payment system, Cardora may continue investigating and taking platform measures, but immediate technical recovery of the funds is not always possible. Cardora may request cooperation, impose restrictions, retain records and support further lawful steps.

Cardora may reject claims and take enforcement action when a user acts in bad faith, supplies fabricated evidence, repeatedly makes clearly unsupported claims, abuses chargebacks, threatens the other party, attempts to move settlement off the platform or tries to manipulate the protection system.

Cardora’s dispute process does not remove mandatory legal rights against a trader seller or rights involving other competent bodies. Cardora may nevertheless make its own platform decision on release, refund support, listing enforcement or account restrictions to the extent required for the platform’s operation and safety.