Return & Refund Policy

1. Overview

This Return & Refund Policy explains when you can request a refund on Exhubb, how we handle requests, and how approved refunds are paid. It applies to purchases made through exhubb.com. For questions, contact support@exhubb.com.

Exhubb is an escrow-protected marketplace. Payment for an order is held until delivery is confirmed or a refund is issued under this policy.

2. When you may request a refund

A user may request a refund for a product if:

• the product is defective due to the store’s fault, or
• the product is not delivered within 48 hours of payment (or within any longer delivery time clearly stated on the listing, if the seller committed to a later delivery window).

Timeframe to request: The buyer has the right to request a refund within 48 hours after payment for non-delivery, or within 48 hours of receiving an item that is defective due to the store’s fault (and, in any case, before confirming delivery and releasing escrow).

3. What is not eligible

Returns and exchanges are only possible if the items themselves are defective due to the store’s fault, or if delivery fails as described above.

• If the user has changed their mind, does not like the item, ordered by mistake, or no longer needs the product, returns and exchanges are not permitted.
• Once the buyer has confirmed delivery and funds have been released to the seller, the sale is final (except where required by law).

4. How to request a refund

• Contact the seller via the in-order chat first, when possible.
• If that does not resolve the issue, open a dispute on the order and/or email support@exhubb.com with your account email, order reference, and a short description of the problem.
• While a dispute is open, funds remain locked in escrow and are not released to the seller.

5. Review timeframe

The user’s request will be reviewed within 24 hours of contacting the store’s customer support (or of opening a dispute on the order, whichever applies).

We may ask for additional evidence (screenshots, chat logs, or proof of non-delivery). Exhubb’s decision on a dispute is final under our marketplace rules.

6. Refund processing timeframe

If the request is approved, the refund will be processed within 72 hours of the refund decision being made.

The exact time for the money to appear on your card, bank, or wallet depends on your payment provider and may take additional business days after we initiate the refund.

7. Where refunds are sent

Refunds will only be issued to the same payment details used for the original transaction.

• Card / bank / payment-provider payments are reversed or credited back to that same method.
• Where the original charge funded an Exhubb wallet balance that was then used for the order, the refund is credited back to that wallet (the same payment path used for the purchase).
• We do not send refunds to a different card, bank account, wallet, or third party.

8. Seller Plan subscription

• The Seller Plan is a $5 / month subscription. Cancel anytime from the seller dashboard; access continues until the end of the current billing period.
• If you were charged in error, charged after cancelling, or never listed any product during a freshly started billing period, email support@exhubb.com within 14 days of the charge. Approved refunds follow the same review and processing times above and are returned only to the original payment method.
• Except as above, fees for a billing period already used are non-refundable.

9. Fees and chargebacks

Marketplace fees on a fully refunded order are reversed with that order. Standalone payment-processor charges on top-ups are generally not refundable on their own.

Please use this policy and the dispute process before filing a chargeback with your bank. Unjustified chargebacks may result in account suspension while the case is investigated.

10. Contact

Refund and return requests: support@exhubb.com. Include your account email and order or invoice reference so we can help quickly.

Related: Terms of Service · Privacy Policy · How escrow works