Returns & Refunds

EHB GoSellr provides a structured return and refund process for eligible marketplace orders, designed to protect customers while giving sellers a clear and consistent way to review genuine order issues. Applicable return conditions may vary by product category, seller arrangement and product type. Use the official GoSellr return or support process for an order issue — a request is subject to review and does not become an automatic approval when submitted.

• The product is damaged when received.
• The product is defective or does not work as reasonably described.
• The wrong product, size, colour, model or quantity is delivered.
• Required accessories, parts or included items are missing.
• The product is materially different from its description or images.
• The product is expired or otherwise unsuitable where applicable category rules apply.
• A change-of-mind return, only for categories where GoSellr expressly allows it.

Raise a request within the applicable return period shown for the relevant order or category.

• Provide the order number and select the reason for the request.
• Describe the problem clearly and accurately.
• Photos or videos may be requested to verify damage, defect, wrong item or missing contents.
• Keep the item and its packaging available until the request is reviewed.
• A request may be placed on hold when required information or evidence is missing.

• The product should normally be unused and in its original condition, except where use was necessary to identify a defect.
• Original packaging, tags, manuals, warranty documents and accessories should be returned where applicable.
• The product should not be intentionally damaged or materially altered after delivery.
• Category-specific conditions may apply to hygiene-sensitive, digital, customized or otherwise restricted products.

Every return request is reviewed by your Franchise against the order record, listing information and supporting evidence. If the item needs to physically come back, the Franchise arranges pickup and a rider collects it; the seller then inspects the returned item before a final decision — repair, replacement, refund or rejection — is recorded with a written explanation on the case, visible under My Cases.

If an eligible issue is verified, the refund amount is based on the eligible amount connected with the approved order issue. Where a replacement is more appropriate and available, a replacement may be offered instead. An approved refund is processed through the supported payment or wallet process — the original payment method or EHB Wallet may be used depending on the applicable transaction flow.

GoSellr may initiate the refund after the applicable approval conditions are satisfied. Card, bank and payment-provider processing may take additional time after the refund is initiated, and where supported an approved refund may be credited to EHB Wallet for eligible future use. Keep the order reference until the refund is fully reflected — a specific number of days is not promised here, and there is no partial-amount refund; a return is either approved or it isn't.

• Products outside the applicable return period may not qualify unless another rule applies.
• Products damaged through misuse, unauthorized modification or improper handling may be excluded.
• A customer must not submit a false or misleading return reason.
• Repeated misuse of the return process may result in account or transaction review.
• Nothing in this policy removes any mandatory customer rights that apply under applicable law.

Replacement is an alternative resolution for eligible order problems where the original item can reasonably be replaced — for damaged, defective, wrong or incomplete products. Eligibility depends on the product category and applicable seller or marketplace terms, the request must normally be submitted within the applicable claim period, and approval is subject to verification of the reported issue.

• The wrong product, size, colour or model was delivered.
• The item was damaged during delivery.
• A verified defect is present.
• Required accessories or components are missing.
• The delivered product materially differs from the approved listing.

• Provide the order number and reason for replacement.
• Supporting photographs or videos may be requested.
• Keep the original product available until the request is reviewed.
• Follow the approved return instructions where the original item must be collected.
• Do not independently send the product to an address not provided through the approved process.

Every replacement request is reviewed by the Store's assigned Franchise, checking the order record against listing and seller fulfillment information and any supporting evidence. If the item needs to physically come back, the Franchise arranges pickup and a rider collects it; the seller then inspects the returned item, and may be asked to confirm stock or provide relevant fulfillment information, before a final decision is made. The Franchise's decision — replacement, refund, or rejection — is recorded with a written explanation on the case, visible under My Cases.

Once approved, the replacement should normally be the same product or an approved equivalent, depending on available seller stock. The customer may need to return the original item before the replacement is dispatched, and delivery tracking may be provided where the selected delivery method supports it.

If the same product cannot reasonably be replaced, an equivalent item may be offered where appropriate and accepted, or an eligible refund may be considered if no suitable replacement is available, depending on the product, seller arrangement and applicable policy. A refund decision made on your case is an operational approval, not a payment — approving a refund on a case does not itself move any money, and there is no partial-amount refund option; a return is either approved or it isn't.

• Provide accurate information about the problem.
• Preserve the original item and packaging when requested.
• Provide required evidence within the applicable time.
• Make the product available for approved collection or return.
• False or misleading replacement claims may be rejected and may be subject to account review.

• Maintain accurate stock information.
• Provide the correct product and required accessories.
• Cooperate with approved collection, replacement and refund processes.
• Repeated failure to resolve verified product issues may affect seller performance or account status.