Refund & Dispute Policy

Last updated: January 2026

Important: Our liability in any dispute is strictly capped at the Booking Fee amount. We do not provide full purchase price refunds.

1. Refund Eligibility

The Booking Fee may be refunded in the following situations:

  • Seller cancels after confirming the booking
  • Seller fails to deliver within agreed timeframe
  • Item is significantly not as described (with video proof)
  • Item is defective when listed as functional (with video proof)
  • Item is proven counterfeit when listed as authentic

2. Non-Refundable Situations

  • Buyer cancels without valid reason
  • Buyer fails to receive item (no-show)
  • Buyer doesn’t respond to delivery attempts within 72 hours
  • Minor variations from listing that don’t affect functionality
  • Change of mind after booking
  • Dispute filed without unboxing video evidence

3. Filing a Dispute

To file a dispute:

  • Report the issue within 24 hours of receiving the item
  • Submit your unboxing video as evidence (REQUIRED)
  • Provide detailed description of the discrepancy
  • Include photos highlighting the issue
  • Do not dispose of packaging materials

4. The Unboxing Video Requirement

🎥 Why unboxing videos are mandatory:

  • Protects both buyers and sellers from fraud
  • Provides clear evidence of item condition at delivery
  • Required for any dispute to be considered
  • Must be continuous from sealed package to full inspection

5. Dispute Resolution Process

  • Review (24-48 hours): Our team reviews submitted evidence
  • Seller Response (48 hours): Seller provides their perspective
  • Mediation: We facilitate resolution between parties
  • Decision: Final ruling based on evidence and policies
  • Resolution: Refund processed or dispute closed

6. Resolution Outcomes

  • Full Booking Fee Refund: Seller clearly at fault
  • Partial Refund: Shared responsibility between parties
  • No Refund: Buyer at fault or insufficient evidence
  • Seller Compensation: In rare cases of buyer fraud

7. Refund Processing

  • Approved refunds processed within 5-7 business days
  • Refunded to original payment method (bKash/Nagad/Card)
  • Bank processing times may vary
  • Refund confirmation sent via email and SMS

8. Liability Limitations

  • Khuje Pawa acts as a marketplace facilitator and dispute arbiter.
  • Our maximum liability in any transaction dispute is limited to the Booking Fee collected.

We do not:

  • Guarantee the condition or authenticity of items
  • Provide full purchase price refunds
  • Compensate for consequential damages
  • Act as escrow or hold seller payments

9. Fraudulent Claims

  • Filing false or fraudulent disputes will result in:
  • Immediate account suspension
  • Forfeiture of any pending refunds
  • Permanent ban from the platform
  • Potential legal action for fraud

Contact Dispute Team

For dispute-related inquiries, contact us at disputes@khujepawa.com

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