Refund & Cancellation Policy
We stand behind every transaction on HeirTaj. Here's how we protect both buyers and sellers.
Buyer Protection
Every purchase is covered. If your item doesn't arrive or is misrepresented, you're entitled to a refund.
3-day return window
Raise a dispute within 3 days of confirmed delivery. Claims submitted after this window may not be eligible.
Fast resolution
Our team reviews all disputes within 48 hours and typically resolves them within 5 business days.
Seller-funded refunds
Approved refunds are deducted from the seller's payout. We hold funds until delivery is confirmed to protect both parties.
Last updated: April 2025
Eligible refund situations
You are eligible for a full refund if: the item never arrives within the expected delivery window; the item received is significantly different from the listing description (wrong size, colour, condition, or item entirely); the item is counterfeit or not as advertised; or the seller fails to dispatch within 48 hours of order confirmation.
How to raise a dispute
Go to your order in the HeirTaj app or website, select "Raise a dispute", and describe the issue with photos where applicable. You must do this within 3 calendar days of the delivery confirmation date. Our support team will review the evidence and contact both you and the seller.
Refund process
Approved refunds are returned to your original payment method within 5–10 business days, depending on your bank or card issuer. Alternatively, you can receive the refund as HeirTaj wallet credit, which is available immediately.
Non-refundable situations
Refunds are not available if: the dispute is raised more than 3 days after delivery confirmation; the item was accurately described and matches the listing; the buyer changed their mind after purchase (change-of-mind returns are at the seller's discretion); or the item was damaged by the buyer after receipt.
Seller cancellations
If a seller cancels your order before dispatch, you will receive an automatic full refund to your original payment method within 3–5 business days. Repeated seller cancellations may result in account suspension.
Questions
If you have any questions about your refund or dispute status, contact our support team at [email protected] or through the Help Centre. We're here to make sure every transaction is fair.