Refund Policy

This Refund Policy outlines the conditions under which refunds are issued on ZOE HUB, an e-commerce platform owned and operated by ZOE DAO Ecosystem Ltd. All transactions on the platform are conducted using $ZOE Token.

By using ZOE HUB, both merchants and buyers agree to this Refund Policy.

1. General Refund Principles

1. All payments on ZOE HUB are made using $ZOE Token.
2. Refunds, where applicable, will be processed only in $ZOE Token.
3. Refunds are issued to the buyer’s registered wallet address on the platform.
4. ZOE HUB may act as a neutral intermediary in resolving disputes between buyers and merchants.

2. Eligibility for Refunds

A buyer may be eligible for a refund under the following conditions:

2.1 Non-Delivery of Goods

If a merchant fails to deliver:

1. Within 5 working days for local orders, or
2. Within 14 working days for international orders
3. The buyer is entitled to a full refund.

2.2 Wrong or Misrepresented Product

If the delivered product:

1. Does not match the description or images provided
2. Is significantly different in quality or specification
3. The buyer may request a refund after verification.

2.3 Damaged or Defective Goods

If goods arrive:

1. Damaged
2. Defective
3. The buyer must report the issue within 48 hours of delivery with clear evidence (images or videos).
4. Upon confirmation, a refund or replacement will be issued.

2.4 Duplicate or Failed Transactions

If a buyer is charged multiple times or a transaction fails but funds are deducted, a refund will be processed after verification.

3. Non-Refundable Situations

Refunds will not be issued under the following circumstances:

1. Buyer changes their mind after purchase
2. Incorrect shipping information provided by the buyer
3. Failure to report issues within the required timeframe
4. Minor differences that do not affect product functionality
5. Delays caused by unforeseen circumstances (e.g., customs delays, natural events) beyond the merchant’s control

4. Refund Process

1. Step 1: Raise a Dispute
2. Buyer must submit a refund request through the ZOE HUB platform within the allowed timeframe.
3. Step 2: Provide Evidence
4. Supporting evidence such as images, videos, or transaction details must be provided.
5. Step 3: Review Process
6. ZOE HUB will review the case and may contact both buyer and merchant.
7. Step 4: Resolution
8. If the claim is valid:
9. Refund will be issued in $ZOE Token, or
10. A replacement may be arranged (if agreed by both parties)

5. Refund Timeline

1. Approved refunds will be processed within 3–7 working days.
2. Actual receipt time may vary depending on blockchain network confirmation.

6. Escrow Protection (If Applicable)

Funds may be held in an escrow system until the buyer confirms receipt of goods.

This ensures:

1. Protection for buyers against non-delivery
2. Assurance for merchants upon successful delivery

7. Dispute Resolution

ZOE HUB acts as a neutral mediator in disputes.

1. All decisions made after reviewing evidence are considered final and binding.
2. Repeated fraudulent claims by buyers may result in account suspension.

8. Fraud and Abuse

1. Any attempt to abuse the refund system (false claims, manipulated evidence, etc.) will result in:
2. Account suspension or termination
3. Possible legal action

9. Policy Updates

ZOE HUB reserves the right to modify this Refund Policy at any time. Continued use of the platform constitutes acceptance of any updates.

Conclusion

ZOE HUB is committed to ensuring a fair, transparent, and secure transaction environment for all users while protecting both buyers and merchants within the ecosystem.