Refund & Dispute Policy
This policy explains how Buyers are protected on TechEscrow, when a refund is given, and how disputes are decided. It forms part of the Terms of Use.
1. How your money is protected
When you pay for an order, the amount is collected by our payment partner and is not paid to the Seller until one of these happens:
- you press Confirm Works after testing the part; or
- the 48-hour test window that starts when the parcel is delivered ends without you reporting a problem; or
- we decide a dispute in the Seller's favour.
2. The 48-hour test window
The window starts at the time the courier marks the parcel delivered, and the countdown is shown on your order page. During this time you should unbox the part (we recommend recording an unboxing video), inspect it and test it. For tips, read our guide to testing a used GPU. If you do nothing, the order completes when the window ends.
3. When you can raise a claim
You can report a problem during the test window if the part:
- is not the item described or shown in the listing (wrong model, wrong capacity or specification);
- does not work, or does not work as described, when tested properly;
- has damage or defects that were not disclosed in the listing;
- has missing items that the listing said were included;
- is counterfeit or has been tampered with; or
- arrived damaged in transit.
Reporting a problem pauses the payout and opens a dispute.
4. What is not covered
- Change of mind, or finding a cheaper price elsewhere.
- Normal signs of use that the listing described or showed in photos.
- Problems caused by the Buyer after delivery, such as incorrect installation, overclocking, power surges, physical damage, or an incompatible system.
- Claims made after the test window has closed and the payout has been released.
- Parts bought or paid for outside TechEscrow.
5. How a dispute is handled
- You report the problem on your order page, choose a reason and describe it. Add photos or video as evidence.
- The Seller is informed and can respond with their own information.
- We review the listing, chat, courier records and evidence from both sides. We may ask either side for more information, and we aim to decide within 3 working days after we have what we need.
- We decide one of the outcomes below and tell both parties.
6. Outcomes
- Refund to the Buyer: where the claim is upheld, the Buyer is refunded the full amount paid, including the Buyer Protection Fee, GST on the fee, and shipping charged for the order. The part is returned to the Seller by courier, and the refund is made once the return is received and checked, unless we decide that return is not practical (for example a part that is counterfeit or dangerous).
- Payout to the Seller: where the claim is not upheld, the payout is released to the Seller, and the Buyer keeps the part.
- Partial settlement: where both sides agree, for example a price adjustment for a minor issue, the order is settled on those terms.
Return shipping for an upheld claim is paid by the Seller and, where applicable, deducted from the amount otherwise payable to them.
7. Refund timing
Approved refunds are returned to the original payment method. They are usually credited within 5 to 7 working days after we initiate them, depending on your bank or card issuer.
8. Order cancellations
- Before payment: an unpaid order cancels automatically after the payment deadline. No charge is made.
- After payment, before pickup: if the Seller cannot supply the part or does not hand it over in time, the order is cancelled and the Buyer is refunded in full.
- If a parcel is lost or damaged in transit: the Buyer is refunded in full and the Seller is paid or compensated as per the shipping insurance cover on the order.
9. Abuse of the process
False or bad-faith claims, swapping parts, or returning a different item are serious breaches. They can lead to the claim being rejected, account suspension, and, where appropriate, legal action.
10. Need help?
Write to support@techescrow.in with your order number. If you are not satisfied with how a complaint was handled, contact our Grievance Officer.