Return & Refund Policy

At Platza, we strive to offer a hassle-free shopping experience. If you’re not fully satisfied with your purchase, here’s how you can return and request a refund.

Eligibility for Refunds

Before requesting a return, users should check if their items are eligible in their account. Eligible items can be returned within 3 days of the delivery date.
Please note, certain items—such as perishables, personal care products, custom orders, and items from sellers who do not accept returns—are non-refundable. This will be clearly stated on the product details page.

Refund Process

To initiate a refund, users can easily do so through their account by navigating to the Orders History section. Select the relevant order number, and for each item eligible for return, you’ll see an option to proceed with the return. Select the item and the reason for the return, then submit your request.

After submission, you will receive an email confirmation that your return is being processed, and someone will come to pick up the item. Once we receive and inspect the returned item, you will be notified whether your return request is approved or rejected.

Refund Timeline

Refunds will be processed within 3 business days after the returned item is received and inspected:

• For card payments, the refund will be credited back to the original payment card.
• For cash-on-delivery payments, the refund will be credited to your Platza wallet, which can be used for future purchases on Platza.co

Please note that shipping fees will not be refunded, and additional return shipping fees will apply.

Buyer Protection

Users who shop at Platza receive full or partial refunds if the Product is not as described by the Seller or if they don’t receive their Product. This guarantee is offered by Platza to ensure Buyers that their purchase is protected against fraud by any Seller on the Site and/or to protect them from Sellers who engage in a fault, discrepancy, breach of obligations, misconduct, and/or negligence.

If a Buyer has purchased a Product through Platza and never received it or received a product worth significantly less in value compared to what was described by the Seller, the Buyer will be reimbursed by Platza the value of the item only, such reimbursement being solely borne by the Seller. To be eligible for Buyer protection, the Buyer needs to file a complaint before Platza within seven business days of the initial date of delivery if the item hasn’t been received, or within seven business days from the effective receiving date of the relevant Product. Platza will investigate the matter and if it has been determined (at its sole discretion) that the Seller has intentionally defrauded the Buyer and/or the Seller has engaged in a fault, discrepancy breach of obligations, misconduct, and/or negligence in relation to the Product for which Platza has reimbursed the Buyer, Platza may limit, suspend or withdraw the Seller’s access to the Site and/or the Seller’s membership and Platza may charge the Seller for Platza’s costs in reimbursing the Buyer including without limitation, any handling and shipping costs. Platza reserves the right to take such further steps as it considers necessary, including, but not limited to, legal action.

If a buyer received a damaged or defective item, they shall contact Platza within 3 working days for a replacement or a refund.

Damaged or Defective items 

If you receive a damaged, defective, or incorrect item, Platza will cover all return shipping costs and provide a full refund, including the original delivery fee.

Shipping Fees for Returned Products

The following section summarizes Platza’s policy for charging shipping fees for returned Products:

-     The Seller shall abide by Platza's Return and Refund Policy. Automatic and prompt deductions from the Seller's account may occur for returns/refunds resulting from the Seller’s fault, discrepancy breach of obligations, misconduct, and/or negligence.

-     In cases where returns are due to Seller’s default or discrepancy, the Seller bears all costs associated with return, refund, and initial delivery and/or all costs or fees associated therewith, including without limitation delivery shipment fees, return shipment fees, handling fees.

-    Following Platza’s written approval, Platza and the Seller grant Buyers a 3-working day return window. Return shipping costs will not be refunded. 

-     Platza reserves the right to reject returns if Products show signs of use.

       If a Buyer rejects a cash-on-delivery shipment, costs for both outbound and return shipping will be shared equally between Platza and the Seller.

Return Policy for Gifts

In case the Product received was a gift from another Platza user, the gift receiver can request the return of such gift within 3 business days of receiving it by contacting Platza on Platza’s contact details mentioned on the delivery receipt. If the return is accepted based on the return conditions mentioned below, the amount will be credited to the Platza account of the gift receiver. If the gift receiver doesn’t have a Platza account, the gift receiver will need to create one. The amount cannot be claimed in cash nor credited to a card. Delivery fees will be deducted from the gift value upon return.

Return Policy for Card Payments

In the event the Buyer has settled by card the price of the purchased Product(s) and wish to issue a return order within 3 business days of receiving the Product(s), the price of such returned Product(s) shall be returned to your bank account provided that the request claim is approved. The shipping fees will not be refunded, and additional return shipping fees will apply. However, it is noted that the amount may take time to reflect in your card statement, depending on your card provider.

Return Policy for Cash Payments

In the event you have settled in cash the price of the purchased Product(s) and wish to issue a return order within 3 business days of receiving the item(s), the price of such returned Product(s) excluding the delivery fees shall be credited to your Platza account. You shall have a period of one month starting the return collection date during which you can either use the amount to execute other purchase(s) on the Site or request for its refund. In such case, Platza shall reimburse in cash.the said amount in your favour at the end of the above-mentioned period

Return Policy for Undelivered Products

In the event Buyer’s order has not yet been delivered and Buyer wish to issue a return order, a return will be granted following a request that must be submitted by the Buyer to the support team. the Buyer will receive a full refund along with any shipping fees applied and will not be penalized. Refund policy will be implemented depending on the policy for the payment method applied.

Return Conditions