ASWAQFY
Refund Policy
Version 1.1 · Last Updated: July 2026
1. Purpose
At ASWAQFY, we are committed to providing a safe and trusted shopping experience for customers and vendors.
This Refund Policy explains when customers may request refunds and how refund requests are reviewed and processed.
2. Eligible Refund Cases
Customers may request a refund in the following situations:
• Wrong product received.
• Product arrived damaged.
• Product significantly differs from its description or images.
• Product is proven to be counterfeit or not authentic.
• Vendor is unable to fulfill the order.
• Order is lost and cannot be delivered.
Service fee (3%): The service fee is refunded in full if the order is cancelled by the vendor or by Aswaqfy, or if the item is damaged, wrong, or not delivered. It is not refunded when the customer returns an item because they changed their mind.
3. Non-Refundable Cases
Refund requests may be rejected in the following situations:
• Customer changed their mind after placing the order.
• Customer provided incorrect delivery details.
• Customized or personalized products, unless damaged, defective, or different from the requested specifications.
• Minor differences in color or appearance that do not affect the product's functionality.
4. Refund Request Period
Customers must submit refund requests within 48 hours of receiving the order.
Requests submitted after this period may be rejected.
5. How to Request a Refund
Customers can request a refund through the ASWAQFY platform by:
• Opening the order details page.
• Selecting "Request Refund".
• Choosing the refund reason.
• Uploading supporting photos or evidence.
• Submitting the request.
6. Refund Review Process
Step 1:
Refund Request Submitted
Step 2:
Request Under Review
Step 3:
Vendor Response (if required)
Step 4:
ASWAQFY Review
Step 5:
Approved or Rejected
Step 6:
Refund Processed (if approved)
7. Refund Statuses
Customers and vendors can track refund requests through the following statuses:
• Requested
• Under Review
• Approved
• Rejected
• Refunded
8. Vendor Responsibilities
Vendors are responsible for:
• Accurate product information.
• Correct product delivery.
• Proper packaging.
• Product quality.
Failure to comply may result in:
• Product removal.
• Store suspension.
• Permanent store removal.
9. Marketplace Protection
To protect customers and resolve disputes fairly, ASWAQFY may temporarily hold vendor earnings before they become available for withdrawal.
10. Fraud Prevention
ASWAQFY reserves the right to reject refund requests that appear fraudulent, misleading, abusive, or unsupported by evidence.
False claims may result in account suspension or permanent account termination.
11. Final Decision
ASWAQFY reserves the right to make the final decision regarding refund requests after reviewing information provided by both the customer and vendor.
12. Contact
ASWAQFY
Email:
support@aswaqfy.com
Website:
www.aswaqfy.com