1. B2B Refund Scope
MSUKASHA B2B facilitates wholesale trade. Refund eligibility is strictly limited to cases of verified quality defects, incorrect items shipped, or non-delivery. General buyer change-of-mind is not covered by our refund policy.
2. Eligible Refund Reasons
- Product received significantly differs from listing description
- Defective or damaged goods confirmed upon delivery inspection
- Incorrect products shipped (wrong SKU, size, or specification)
- Order never delivered (confirmed by courier tracking)
- Counterfeit or misrepresented goods
3. Refund Request Process
To initiate a refund, the buyer must raise a dispute within 48 hours of delivery confirmation through the platform. Supporting evidence including photos, videos, and courier tracking must be provided.
Raise Dispute
Submit a dispute from your buyer dashboard within 48 hours of delivery with photo evidence.
Vendor Response
The vendor has 72 hours to respond and provide their evidence or offer a resolution.
Mediation Review
Our team reviews both sides and issues a binding decision within 5 business days.
Refund Processed
Approved refunds are returned to the original payment method within 7–10 business days.
4. Partial Refunds
Partial refunds may be issued for orders where only a portion of the goods are defective or incorrect, subject to mutual agreement between buyer and vendor.
5. Non-Refundable Cases
- Disputes raised after 48 hours of confirmed delivery
- Products damaged after delivery due to buyer handling
- Custom or made-to-order products (unless defective)
- Change of mind or business reasons unrelated to product quality
6. Commission Refunds
Platform commissions are refunded in full for verified refund cases. Commission is not refunded for partial disputes or buyer-side cancellations.