Legal
Refund policy
Escrow means a refund is simply money that never left. Here is exactly when it happens.
| Situation | Outcome | Timing |
|---|---|---|
| Seller never delivers | Full refund | 1–2 business days |
| Delivered item differs from listing | Full refund or agreed partial | Up to 48 h review |
| Cancelled before delivery starts | Full refund | Instant |
| Buyer changes mind after delivery | No refund | — |
| Publisher removes item after delivery | Case-by-case, warranty listings covered | Up to 48 h review |
How to claim
Open the order, press “Open dispute”, describe the problem and attach evidence. The escrow clock stops immediately. Most claims are settled within 48 hours; complex account cases can take up to five business days.
Where the money goes
Refunds return to your original payment method. Card refunds can take an extra 3–5 business days to appear depending on your bank. You may instead take the refund as Eldorado balance, which is instant.
Repeat claims
We review accounts with an unusually high claim rate. Abusing the refund process — for example claiming non-delivery after receiving goods — leads to account closure and forfeiture of balance.
Need to start a claim now?
Open a claim