Returns & Refund Policy

Overview

AFOMA Marketplace is an online platform connecting independent sellers with buyers across Canada and beyond. Sellers on AFOMA are independent businesses and each one sets their own return and refund terms — including the right to state that they do not accept returns.

However, regardless of any individual seller's return policy, AFOMA Marketplace enforces a Buyer Protection Floor that guarantees buyers a refund in specific circumstances: items that arrive damaged, are significantly not as described, or are never delivered. No seller policy can override this protection.

Sellers on AFOMA Marketplace define their own return windows. Always check the seller's shop page and product listing before purchasing. For items that arrive damaged, are not as described, or are never delivered, AFOMA Marketplace guarantees a full refund regardless of the seller's stated policy.

1. Seller Return Policy Freedom

Sellers on AFOMA Marketplace have full freedom to set their own return and refund policies, provided they meet the following conditions:

• The policy is clearly published on the seller's shop page and on each individual product listing.
• The policy is visible to buyers before they complete a purchase — not buried in small print.
• The policy does not misrepresent the product, hide defects, or contain terms that violate applicable consumer protection laws.

A seller may choose any of the following positions:

Important: A seller's "no returns" policy only protects them from change-of-mind returns. It does NOT protect them from refund obligations when an item arrives damaged, defective, or not as described. In those cases, AFOMA Marketplace will enforce a refund regardless.

2. AFOMA Buyer Protection Floor

The following protections apply to every buyer on AFOMA Marketplace, regardless of whether the seller has stated "no returns accepted." These are non-negotiable minimum guarantees that no seller policy can override.

Seller note: If you list on AFOMA Marketplace, you accept that AFOMA may issue a refund on your behalf in the situations marked "YES — full refund enforced" in the table above. This is a condition of selling on the platform.

3. How to Find a Seller's Return Policy

Before completing a purchase, buyers can find a seller's specific return terms in two places:

• The seller's shop page at https://afomamarketplace.com/shop/[shop-name] — look for the "Store Policies" section.
• The individual product listing page — return terms are displayed before the buyer adds an item to their cart.

If a seller has not published a return policy, AFOMA Marketplace's default position applies: returns are not accepted for change-of-mind, but the Buyer Protection Floor in Section 2 still applies in full.

4. How to Request a Return or Refund

All return and refund requests must be submitted through your AFOMA account so that timelines are tracked and escalation can be triggered automatically if needed.

1. Log in to your AFOMA Marketplace account and go to your Order Details.
2. Click "Request Return or Refund" next to the relevant order.
3. Select a reason and describe the issue. Attach photos if the item is damaged or incorrect.
4. The seller is notified immediately. You will receive a confirmation email from AFOMA.
5. If the seller does not respond within 3 business days, AFOMA will automatically escalate and take over the case.

5. Resolution Timeline

AFOMA Marketplace enforces the following resolution timelines. If a seller misses any deadline, AFOMA Support will automatically escalate and issue a binding decision.

Escalation guarantee: If a seller does not respond to a return request within 3 business days, AFOMA Support takes over automatically. Buyers do not need to chase the seller or contact AFOMA separately — the escalation is triggered by the system.

6. Refund Method & Processing Time

Once a return or refund is approved — by the seller, or by AFOMA following escalation — the following applies:

• Refunds are issued to the buyer's original payment method (credit card, debit card, or other payment used at checkout).
• Refunds appear within 5–10 business days from the date of approval, depending on the buyer's financial institution.
• AFOMA does not issue cash refunds. Store credit may be offered as an alternative at the buyer's option.
• No restocking fees may be charged by any seller on AFOMA Marketplace.

7. Return Shipping Costs

7a. Buyer pays return shipping

Return shipping is the buyer's responsibility when the return is due to a change of mind, where the seller's policy accepts such returns. Items must be shipped back in original condition and packaging within 7 days of return approval.

7b. Seller pays return shipping

The seller must cover return shipping — or reimburse the buyer for verified return shipping costs — when:

• The item arrived damaged or broken.
• The item was not as described, wrong size, wrong colour, or wrong item entirely.
• AFOMA ruled in the buyer's favour following an escalation.

Return shipments must use a tracked carrier service. AFOMA cannot process refunds for items lost in return transit without tracking confirmation.

8. Cancellations

Buyers may cancel an order free of charge before the seller marks the order as shipped. To cancel, go to Order Details in your account and select "Cancel Order." Once an order has been shipped, the buyer must follow the return process in Section 4. Sellers may cancel orders before shipment and must issue a full refund immediately upon doing so.

9. Dispute Resolution & Escalation

If a buyer and seller cannot reach an agreement, either party may escalate to AFOMA Support. AFOMA's decision following a reviewed escalation is final and binding on the seller.

AFOMA will rule in the buyer's favour when:

• The seller does not respond to the return request within 3 business days.
• The item received is materially different from the listing description or photos.
• The item arrived damaged and the seller disputes responsibility without supporting evidence.
• The seller approved the return but did not issue the refund within the stated timeframe.
• The seller's stated "no returns" policy is being used to avoid a legitimate defect or misrepresentation claim.

AFOMA will rule in the seller's favour when:

• The buyer's claim is inconsistent with delivery tracking records, listing photos, or seller-provided evidence.
• The return request is for a change of mind and the seller's published policy clearly states no returns are accepted.
• The item was a custom or personalised order accurately produced to the buyer's submitted specification.
• The buyer refused delivery or failed to collect the parcel, causing a late delivery claim.

10. Seller Obligations Summary

All sellers on AFOMA Marketplace, regardless of their individual return policy, agree to the following as a condition of listing:

• Publish their return policy clearly on their shop page and on every listing — including if they do not accept returns.
• Respond to buyer return requests within 3 business days.
• Provide accurate item descriptions, photos, and specifications. Misrepresentation is grounds for a mandatory refund.
• Cover return shipping for items that arrive damaged, defective, or not as described.
• Not charge restocking fees on any return.
• Accept that AFOMA Marketplace may issue a refund on their behalf when the Buyer Protection Floor applies.

Sellers who repeatedly fail these obligations may have their shop suspended or removed from the platform.

11. Contact Us

For policy questions, to check the status of an escalated case, or to reach AFOMA Support:

• Email: [email protected]
• Response time: within 2 business days

Policy updates: AFOMA Marketplace reserves the right to update this policy at any time. The effective date at the top of this page reflects the most recent revision. Continued use of the platform after any update constitutes acceptance of the revised terms.