REFUNDS & DISPUTES
Buyer protection, explained before you ever need it.
This policy applies to every purchase on the Oventric marketplace. It sets out when refunds apply, how disputes are reviewed, and where your money goes.
Fair, recorded decisions
Every dispute decision is documented against the order.
THE SHORT VERSION
Four things to know up front
Money is held until delivery
Marketplace payments are held by Oventric until the order is marked complete, so buyers are never left unprotected.
Clear refund grounds
Refunds follow fixed, published rules for digital products — no guesswork.
Human dispute review
Our team reviews the order chat, the delivery and the listing before deciding any escalated dispute.
Refunds land in your wallet
Approved refunds are credited to your Oventric wallet in your home currency, ready to use or withdraw.
BUYER PROTECTION
How protection works on every order
Oventric is a digital-only marketplace. Because goods cannot be physically returned, protection is built into how money moves: payment is held, delivery is verified against the record, and disputes are reviewed by people.
- Payments for marketplace orders are held by Oventric until the order is marked complete.
- If something goes wrong before completion, open a dispute from the order page.
- Our team reviews the chat, the delivery and the original listing before deciding.
- Sellers are notified and given the chance to respond with their own evidence.
- Every decision is recorded against the order so the full history stays visible.
DIGITAL PRODUCTS
Files, licences, accounts and templates
Digital goods cannot be returned once delivered, so refunds focus on whether you actually received what was described.
Refundable situations
- The item was never delivered.
- The delivered file is corrupt, broken or unusable.
- The item is materially different from the listing description.
Not refundable
- Change of mind after a working item has been delivered.
- Incompatibility with tools or devices the listing never claimed to support.
- Items already downloaded and confirmed working by the buyer.
HOW TO REQUEST A REFUND
Four steps, in order
- 1
Message the seller first
Open the order and message the seller directly — most delivery issues are resolved in the order chat.
- 2
Escalate within 24 hours
If it is not resolved within 24 hours, use “Report a problem” on that order to escalate to Oventric support.
- 3
Support reviews the record
The team reviews the listing, chat and delivery evidence, then approves or declines with a written reason.
- 4
Refund reaches your wallet
Approved refunds are credited to your wallet in your home currency within 1–3 business days.
Currency & fees
- Refunds are returned in the currency you were charged in.
- Conversion uses the rate captured at checkout, so you receive the same value back.
- Payment-processor charges already incurred on a completed payment may not be recoverable on partial refunds.
- Wallet funds from a refund can be withdrawn using your saved payout method.
Cashback & coupons
Cashback earned on an order is reversed when that order is refunded. If a coupon was used, no cashback was earned in the first place — coupons and cashback are never combined.
Chargebacks
Please raise a dispute with us before contacting your bank. Accounts with fraudulent chargebacks may be suspended and outstanding balances withheld.
How long does a refund take?
Once approved, refunds are credited to your Oventric wallet in your home currency within 1–3 business days. From there you can spend the balance on Oventric or withdraw it using your saved payout method.
STILL STUCK?
Report the order and we will look at the full record.
Include the order page, what you expected and what arrived. The dispute team reviews the chat, the delivery and the listing before deciding.
Every decision is recorded against the order and visible in your history.
This policy works together with the Oventric Terms and Privacy Policy. Where a listing promises more than this policy, the written listing terms on that order are reviewed as part of any dispute.