Refund Policy

Last Updated: August 2026

Overview

At SellStuff, buyers are always protected. If your item is not as described, you will receive a full refund — no questions asked. This policy explains exactly how our refund and return process works.

1. Buyer Protection Guarantee

SellStuff operates a 100% buyer protection policy. If the item you receive does not match the listing description, you are entitled to a full refund of your purchase price including the delivery fee you paid.

2. The 24-Hour Acceptance Window

Upon delivery of your item, our courier partner confirms delivery and your 24-hour acceptance window begins automatically. During this window you should:

• Inspect the item carefully
• Compare it against the listing description, photographs and stated condition
• Check that all listed accessories and inclusions are present

If you are satisfied with the item, you can approve it immediately by tapping "Confirm I'm happy with my purchase" in the Platform or via your Orders page.

If you have concerns, you must raise them within 24 hours of delivery confirmation. After 24 hours, the sale is automatically completed and no refund can be issued.

3. How to Raise a Concern

If your item is not as described:

1. Go to your Orders page in SellStuff

2. Find the relevant order

3. Tap "Raise a Concern"

4. Select the reason for your concern:

• Item not as described
• Item damaged in transit
• Wrong item received
• Missing accessories that were listed
• Item not received

5. Add details and upload up to 3 photographs as evidence

6. Submit your concern

Your payment will be immediately frozen while we process your return.

4. Return Process

Once a concern is raised:

1. You will receive a notification asking you to select a time slot for our courier to collect the item from you

2. The seller will be asked to select a time slot to receive the item back

3. Our courier will collect the item from you at your selected time

4. A proof of delivery receipt will be issued to you at collection

5. The item will be returned to the seller

You do not need to repackage the item in its original packaging — our courier will handle this.

5. Refund Amount

Your refund will be the full amount you paid including:

• The item purchase price (at the agreed sale price)
• The delivery fee you paid

Refunds do not include any fees charged by your bank or card issuer for the original payment.

6. Refund Timeline

Refunds are processed by SellStuff within 1-3 business days of the return being confirmed. The time for the refund to appear in your account depends on your bank or card issuer — typically 3-5 additional business days.

7. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The 24-hour acceptance window has expired without a concern being raised
• The item matches the listing description and the buyer has changed their mind
• Damage caused by the buyer after receipt
• Items returned in a condition worse than they were received

8. Seller Return Costs

The cost of return delivery is charged to the seller and deducted from their security deposit. Sellers are encouraged to list items accurately to avoid disputes and return costs.

9. Contact

For any queries about a refund or return:

Email: info@sellstuff.ai

Platform: Use the in-app support function

Company: Rolmn E-Commerce LLC, Media City, Dubai, UAE