Return & Dispute Policy

Last updated: July 4, 2026

1. Returns

End customers may refuse delivery or request a return within 7 days of receipt for damaged, defective, or materially different items. Returned orders are marked as such in both the seller and supplier dashboards.

2. Who Pays for Returns

If the return is due to a supplier error (wrong item, defect, misdescription), the supplier bears the return cost and the payout is not released. If the customer simply refuses a conforming delivery, standard logistics fees still apply to the order.

3. Opening a Dispute

Sellers and suppliers can open a dispute from the order via a support ticket within 14 days of the delivery attempt. Include the order reference, photos where relevant, and a short description.

4. Resolution Process

Sourcia reviews disputes within 3 business days. While a dispute is open, related payouts and wallet settlements are held. Outcomes can be: order confirmed as delivered, refund/return approved, or partial adjustment.

5. Refunds

For cash-on-delivery orders, refunds are handled as wallet adjustments: amounts collected in error are credited back to the affected party's balance in the next settlement.

6. Abuse

Fraudulent or repeated bad-faith disputes may lead to account suspension for either party.

7. Contact

For anything not covered here, open a ticket from your dashboard or contact support via the Contact page.