Return & Exchange Policy

For sellers

Sellers are required to clearly display their return and refund policy on their store profile so that buyers can make informed purchasing decisions. In situations where a refund is legally required, sellers must issue a full refund without delay. This includes the following cases:

• When an order was not delivered due to an error on the seller's part.
• When the buyer receives expired, damaged, or incorrect products.
• When the buyer cancels the order before it has been dispatched.

Rejecting valid refund requests in an attempt to avoid financial loss is not acceptable. Sellers are expected to handle refund requests fairly and in good faith.

For Barzah

Barzah charges sellers non-refundable subscription fees and other applicable charges based on the selected plan. All fees are billed according to the subscription terms specified at the time of purchase.

If Barzah mistakenly charges a seller twice or commits another billing error, sellers must notify Barzah promptly. Barzah will investigate and, if confirmed, issue a refund or credit within a reasonable timeline of fifteen (15) working days.

To facilitate investigation, sellers should provide the following documentation:

• A screenshot or photo of the payment notification (e.g. SMS or bank alert) evidencing the duplicate charge.
• A copy of the receipt or payment confirmation clearly showing the service type, date, time, and amount charged.

Subscription fees already paid are generally non-refundable, including in cases of early cancellation or voluntary termination by the seller.

The only exception is where the seller can provide clear and verifiable evidence that a critical, ongoing failure of the Barzah platform directly prevented them from operating their store during the active subscription period. In such cases, Barzah will assess the claim at its sole discretion and may issue a refund or partial credit, whichever is applicable.

Sellers are required to review their billing statements and report any errors or unauthorised charges promptly. Barzah may suspend or terminate platform access where financial obligations are not met.

Policy updates

We may update this policy as needed. Users will be notified through the app or via email in the case of significant changes.