Refund Policy
Our escrow-protected refund policy ensures fair and secure transactions for all customers and merchants on Rylmart.
Table of Contents
Overview of Escrow Protection
Rylmart's escrow system protects both customers and merchants by holding funds securely until transaction conditions are met.
Customer Protection
Full refund if product not delivered, wrong item, or significantly different from description
Merchant Protection
Guaranteed payment for legitimate sales, protection against false claims
Platform Security
Neutral dispute resolution, transparent process, fair outcomes
Refund Eligibility Criteria
Customers may be eligible for refunds under the following conditions:
Non-Delivery
Product not shipped within agreed timeframe (typically 7-14 days depending on location)
Wrong Product
Received item significantly different from product description or images
Quality Issues
Product defective, damaged, or not as described in quality/features
Counterfeit Products
Received counterfeit or unauthorized replicas
Full Refund Conditions
Customers are eligible for a 100% full refund in the following situations:
Complete Non-Delivery
- • Merchant fails to ship within 14 days (domestic) or 21 days (international)
- • Tracking information shows no movement for 7+ days
- • Merchant confirms inability to deliver the product
Completely Wrong Product
- • Received entirely different product category
- • Product specifications don't match description at all
- • Brand or model completely different from ordered
Counterfeit or Fraudulent Items
- • Confirmed counterfeit products
- • Items that violate intellectual property rights
- • Fraudulent or misrepresented items
Partial Refund Conditions
Partial refunds may be issued based on the extent of the issue:
Minor Quality Issues
25-50% refund for minor defects, slight color variations, or minor functional issues
Missing Accessories
15-30% refund for missing accessories, manuals, or minor components
Packaging Damage
10-25% refund for damaged packaging but intact product
Late Delivery
10-20% refund for significantly delayed but delivered orders
Non-Refundable Situations
Refunds are NOT available in the following situations:
Refund Request Process
To request a refund, follow these steps:
Contact Merchant First
Reach out to the merchant via WhatsApp within 7 days of delivery to resolve the issue
Document the Issue
Take photos/videos, save chat conversations, gather evidence
File Dispute with Rylmart
If merchant doesn't resolve within 48 hours, submit a dispute through our platform
Review and Decision
Rylmart reviews evidence and makes a decision within 3-5 business days
Refund Timeline
Standard Timeline
- • Initial contact with merchant: Within 7 days of delivery
- • Merchant response time: 48 hours
- • Dispute filing deadline: 10 days after delivery
- • Rylmart review period: 3-5 business days
- • Refund processing: 1-3 business days after approval
Expedited Timeline (Clear Cases)
- • Non-delivery cases: 24-48 hours review
- • Wrong product with clear evidence: 24 hours review
- • Counterfeit items: Immediate refund pending verification
Special Circumstances
Force Majeure
Natural disasters, pandemics, or other events beyond control may extend timelines and affect refund eligibility.
International Shipping
Extended timelines apply for international orders (up to 30 days for delivery, 14 days for refund requests).
Contact Information
For refund-related inquiries and dispute resolution:
Dispute Resolution Hours:
Monday - Friday: 9AM - 6PM WAT
Response Time: Within 24 hours
This Refund Policy is effective as of 3/24/2026 and was last updated on this date.
This policy works in conjunction with our Terms of Service and Privacy Policy.