Returns

Returns & Refund Policy

Sellorna is a B2B marketplace that connects buyers with verified suppliers. As a marketplace platform, Sellorna facilitates transactions between buyers and sellers. The following policy outlines the responsibilities of all parties.

Supplier Responsibility

All suppliers on Sellorna are obligated to:

  • Ship products that match the listed description, specifications, and quality standards.
  • Ensure products are packaged securely to prevent damage during transit.
  • Accurately represent product materials, dimensions, certifications, and condition.
  • Fulfill orders within the stated processing time.

Failure to meet these obligations entitles the buyer to a return and full refund, regardless of the supplier's individual return policy.

Buyer's Right to Return

Buyers are entitled to return products and receive a refund in the following cases:

  • Product does not match the listing — The received item differs significantly from the description, photos, or specifications on the product page.
  • Quality below stated standards — The product does not meet the quality, material, or grade declared by the supplier.
  • Damaged or defective items — Products arrive damaged, broken, or non-functional.
  • Incorrect items shipped — Wrong product, size, color, or quantity was delivered.

Return Process

  1. Log in to your Sellorna account and navigate to your Orders.
  2. Select the relevant order and click Request Return.
  3. Provide a clear description of the issue and attach supporting photos or videos.
  4. Sellorna will review the claim and notify the supplier within 3 business days.
  5. If the claim is approved, the buyer will receive return instructions and a prepaid label where applicable.

Refund Timeline

Once the return is received and verified, refunds will be processed within 5 to 10 business days to the original payment method.

Non-Returnable Items

  • Custom-made or made-to-order products, unless they arrive damaged or do not match the agreed specifications.
  • Products that have been used, altered, or damaged by the buyer after delivery.

Dispute Resolution

If a supplier disputes a return claim, Sellorna's support team will mediate and make a final decision based on the evidence provided by both parties. Sellorna's decision is final in all marketplace disputes.

Contact Us

For return requests or questions, please contact our support team.