Return & Refund Policy

1. PURPOSE OF THIS POLICY

This Policy is intended to:

• explain when a Buyer may request a return or refund;
• explain when an Order may be cancelled;
• establish the return and refund process;
• protect Buyers from materially incorrect, defective, damaged, or misrepresented Products;
• protect Sellers from unreasonable or fraudulent claims;
• establish evidence requirements;
• explain the role of Nassham Pay in resolving disputes; and
• provide a clear and consistent process for Buyers and Sellers.

2. IMPORTANT MARKETPLACE PRINCIPLE

Products sold through Nassham Pay are generally supplied by independent Sellers.

Unless expressly stated otherwise, Nassham Pay is not the manufacturer, importer, owner, or physical supplier of the Product.

The Seller is primarily responsible for:

• the accuracy of the Product listing;
• Product quality and condition;
• Product authenticity where applicable;
• Product availability;
• correct Product quantity;
• proper packaging;
• fulfillment;
• delivery or pickup arrangements;
• compliance with applicable laws; and
• honoring valid returns and refunds under this Policy.

Nassham Pay may assist in administering the return, refund, cancellation, and dispute process.

3. WHEN A BUYER MAY REQUEST A RETURN OR REFUND

Subject to the applicable Product category, Seller policy, and applicable law, a Buyer may request a return or refund where:

3.1 Product Is Significantly Different From the Listing

The Product received is materially different from the description, specifications, images, size, model, color, quantity, or other material information presented in the listing.

3.2 Wrong Product Received

The Seller supplied a different Product from the one ordered.

3.3 Product Is Damaged

The Product arrives damaged or materially damaged during fulfillment or delivery.

3.4 Product Is Defective

The Product does not function as reasonably expected based on its listing, description, or applicable warranty.

3.5 Missing Items

An essential component, accessory, quantity, or item included in the Order is missing.

3.6 Product Is Not Delivered

The Buyer has paid for an Order and the Product is not delivered within the applicable fulfillment period, subject to circumstances outside the Seller's reasonable control.

3.7 Seller Fails to Fulfill the Order

The Seller is unable or unwilling to fulfill a paid Order.

3.8 Other Valid Grounds

A return or refund may also be available where required by applicable law or where Nassham Pay determines that a remedy is appropriate under its policies.

4. PRODUCTS THAT MAY NOT BE RETURNABLE

Not every Product will be eligible for return. Certain Products may be excluded because of their nature, including where applicable:

• personalized or customized Products;
• Products made specifically to a Buyer's specifications;
• perishable goods;
• food and certain consumable Products;
• hygiene-sensitive Products;
• opened personal-care Products where return is inappropriate;
• opened software or digital Products;
• Products with activated licenses or serial-number registrations;
• Products damaged through Buyer misuse;
• Products altered by the Buyer;
• Products missing essential components due to Buyer actions; and
• Products specifically identified by the Seller as non-returnable where permitted by applicable law.

These exclusions do not remove any mandatory rights or remedies that cannot legally be excluded.

5. CHANGE-OF-MIND RETURNS

A Buyer is not automatically entitled to return a Product simply because the Buyer has changed their mind.

A change-of-mind return may be accepted where:

• the Seller offers change-of-mind returns;
• the Product category permits such a return;
• the Product is unused and in acceptable condition; and
• the Buyer satisfies the applicable return requirements.

Where a change-of-mind return is accepted, the Buyer may be responsible for applicable return delivery costs unless otherwise stated by the Seller or required by law.

6. CHECK YOUR ORDER BEFORE ACCEPTING IT

Buyers should inspect Products as soon as reasonably possible after receiving them.

Where practical, Buyers should check:

• Product identity;
• quantity;
• visible damage;
• major defects;
• accessories;
• packaging; and
• whether the Product generally matches the Order.

If a Product appears damaged, incorrect, or materially different from what was ordered, the Buyer should document the issue and contact the Seller through Nassham TradeTalk as soon as possible.

7. RETURN REQUEST PERIOD

A Buyer should submit a return or refund request within the return period displayed on the applicable Order or Product page.

Where no specific period is displayed, the Buyer should report an eligible issue as soon as reasonably possible after receiving the Product.

Different Product categories may have different return periods because of their nature.

Where applicable law provides a mandatory return or refund period, the applicable legal requirement will prevail.

8. HOW TO REQUEST A RETURN OR REFUND

A Buyer should normally submit a return or refund request through the Nassham Pay Order interface.

The Buyer may be required to provide:

• Order number;
• reason for the request;
• description of the problem;
• photographs;
• videos;
• screenshots;
• Product condition information;
• delivery information;
• communication records; and
• other reasonable evidence.

The Buyer should provide truthful and complete information.

9. CONTACT THE SELLER THROUGH NASSHAM TRADETALK

Before escalating a return or refund issue, the Buyer and Seller should communicate through Nassham TradeTalk, Nassham Pay's built-in communication system.

TradeTalk provides a record of transaction-related communication that may assist Nassham Pay in understanding:

• what the Buyer ordered;
• what the Seller agreed to provide;
• Product specifications;
• delivery arrangements;
• return arrangements;
• refund agreements; and
• other relevant transaction details.

Buyers and Sellers are strongly encouraged to keep important transaction discussions inside Nassham TradeTalk.

10. COMMUNICATIONS OUTSIDE NASSHAM PAY

Buyers and Sellers may independently communicate through third-party services at their own discretion.

However, where important transaction discussions are moved outside Nassham Pay, Nassham Pay may not be able to verify those communications.

Examples include:

• external messaging applications;
• personal email;
• telephone calls;
• social-media messaging;
• other marketplace platforms; or
• other third-party communication services.

If a dispute depends on communications that Nassham Pay cannot access or verify, Nassham Pay may be unable to rely on those communications when making an administrative decision.

This does not prevent a Buyer or Seller from exercising any rights available under applicable law.

11. SELLER RESPONSE

When a valid return or refund request is submitted, the Seller may be notified through the Platform.

The Seller may be required to:

• review the Buyer's claim;
• communicate with the Buyer through TradeTalk;
• provide relevant evidence;
• confirm the Product condition;
• propose a resolution where appropriate;
• accept an eligible return;
• provide replacement where appropriate; or
• provide information requested by Nassham Pay.

Sellers must not deliberately delay, ignore, or obstruct a legitimate return or refund process.

12. RETURN AUTHORIZATION

Where a physical return is required, the Buyer should not return the Product using an unapproved method unless instructed or agreed by the Seller or Nassham Pay.

The return process may specify:

• return address;
• return method;
• responsible party for return delivery;
• return deadline;
• packaging requirements; and
• other instructions.

The Buyer should retain proof of return where applicable.

13. RETURN CONDITION

Unless the return relates to a defective, damaged, incorrect, or materially misrepresented Product, the Buyer may be required to return the Product:

• unused;
• in its original condition;
• with original packaging where reasonably required;
• with accessories;
• with manuals or documentation where applicable; and
• with other items supplied with the Product.

A Buyer should not intentionally damage, alter, misuse, or modify a Product after deciding to request a return.

14. RETURN DELIVERY COSTS

14.1 Seller-Related Issue

Where the return results from a wrong Product, materially inaccurate listing, defective Product, damaged Product, missing essential item, or Seller failure to fulfill the agreed Order, the Seller may be responsible for reasonable return costs, subject to the circumstances and applicable law.

14.2 Buyer-Related Return

Where the return is based on a permitted change of mind or another Buyer-related reason, the Buyer may be responsible for the applicable return costs unless the Seller has agreed otherwise.

14.3 Disputed Responsibility

Where the parties disagree about responsibility, Nassham Pay may review the available evidence and determine how the matter should be handled under its policies.

15. DELIVERY AND RETURN OF PRODUCTS

Where a Product is returned, the applicable return method may depend on:

• Product size;
• Product type;
• location;
• Seller location;
• Buyer location;
• delivery arrangements;
• condition of the Product; and
• available logistics services.

Nassham Pay may provide or coordinate return instructions where such functionality is available.

16. REFUND ELIGIBILITY

A refund may be issued where:

• an Order is validly cancelled before fulfillment;
• a paid Order cannot be fulfilled;
• an eligible Product is successfully returned;
• the Product received materially differs from the Order;
• the Product is defective or damaged and a refund is appropriate;
• the Seller and Buyer agree to a refund;
• Nassham Pay determines that a refund is appropriate under its policies; or
• a refund is required by applicable law.

17. REFUND AMOUNT

Where a refund is approved, the amount may include the applicable amount paid for the affected Product.

Depending on the circumstances, the refund may also include applicable delivery charges, return charges, or other transaction-related charges where the Seller is responsible for the issue or where required by applicable law.

Certain charges may not be refundable where the Buyer is responsible for the return or cancellation.

The exact refund amount will depend on the circumstances of the Order and applicable policies.

18. DELIVERY FEE REFUNDS

Where delivery was charged separately, the treatment of the delivery fee will depend on the reason for the refund.

Where the Seller failed to fulfill the Order or supplied an incorrect Product, an applicable delivery charge may be refundable.

Where a Buyer voluntarily cancels or returns a Product for a permitted Buyer-related reason, delivery charges may not be refundable unless otherwise required by law or agreed by the Seller.

19. PAYMENT PROCESSING AND REFUNDS

Payments made through Nassham Pay may be processed through a third-party payment provider such as AzamPay.

Nassham Pay does not ordinarily store full payment-card numbers, card PINs, mobile-money PINs, banking passwords, or other sensitive payment authentication credentials.

Where a refund is approved, Nassham Pay may instruct or communicate the refund to the applicable payment provider.

The time required for the refund to appear in the Buyer's account may depend on the payment provider, payment method, banking system, mobile-money network, or other financial institution.

Nassham Pay does not guarantee a specific settlement time where the refund is being processed by a third party.

20. ORDER CANCELLATION BEFORE PAYMENT

When a Buyer places an Order, the Product may be temporarily reserved or stock may be allocated to that Order.

If the Buyer does not complete the required payment within the applicable payment period, the Order may expire or be cancelled automatically.

Where the applicable system provides a one-hour payment period, unpaid Orders may be cancelled after one hour and the reserved stock may be released so that other Buyers can purchase the Product.

The exact cancellation status will be shown through the Platform where applicable.

21. ORDER CANCELLATION AFTER PAYMENT

After successful payment, the Seller may begin processing the Order.

Cancellation after payment may be subject to:

• Product status;
• Seller fulfillment status;
• whether the Product has already been dispatched;
• return requirements;
• applicable Seller policies;
• applicable law; and
• other circumstances of the Order.

A Buyer should submit a cancellation request as soon as possible if they no longer wish to proceed.

22. DELIVERY ORDERS

Where a Buyer selects Delivery, the Seller and Buyer may communicate through Nassham TradeTalk to agree on the applicable delivery arrangement and delivery fee.

Where a delivery fee must be agreed between the parties:

1. The Buyer and Seller discuss the delivery arrangement through TradeTalk.
2. The parties agree on the delivery fee.
3. The Seller adds or submits the agreed delivery fee through the Platform.
4. The Buyer pays the applicable amount.
5. The Seller processes the Order.
6. The Seller arranges fulfillment and delivery.

The Seller must not knowingly add an amount that was not agreed with the Buyer.

23. PICKUP ORDERS

Where the Buyer selects Pickup, the Buyer may collect the Order from the Seller's designated store or collection location.

Generally:

• no delivery fee is charged for the pickup option;
• the Seller prepares the Order for collection;
• the Buyer receives or can view the applicable pickup status;
• the Buyer collects the Order from the designated location; and
• the Order status is updated through the Platform.

The Buyer should follow any identification or collection requirements displayed by the Seller or Nassham Pay.

24. ORDER STATUS

Buyers may view the progress of their Order through the Order Status interface on Nassham Pay.

Depending on the Order, statuses may include:

• Order placed;
• awaiting payment;
• payment confirmed;
• processing;
• ready for pickup;
• out for delivery;
• delivered;
• completed;
• cancelled;
• return requested;
• return approved;
• returned; and
• refunded.

The exact status names and sequence may vary as Nassham Pay develops its Platform.

25. DELIVERY CONFIRMATION AND SELLER FUNDS

For delivered Orders, Nassham Pay may use the delivery or Order status to determine whether the Order has been completed.

Where the Platform requires Buyer confirmation of delivery, the Buyer should confirm delivery accurately.

Once an Order is confirmed as successfully delivered or otherwise completed according to the applicable Platform process, Nassham Pay may release the applicable Seller funds in accordance with the Seller payout process.

This mechanism is intended to reduce disputes and help ensure that Sellers receive funds after successful fulfillment.

26. FALSE DELIVERY OR FALSE CLAIMS

Buyers and Sellers must provide truthful information regarding Orders.

A Seller must not falsely mark an Order as:

• delivered;
• completed;
• picked up; or
• fulfilled

when this has not occurred.

A Buyer must not falsely claim that:

• an Order was not delivered;
• a Product was missing;
• a Product was defective;
• a Product was damaged; or
• a Product was different from the listing

when the claim is knowingly untrue.

False claims may result in:

• rejection of the claim;
• account restrictions;
• withholding or reversal of applicable transaction benefits;
• Seller or Buyer suspension;
• cancellation of Orders; or
• other action permitted under the Terms & Conditions.

27. EVIDENCE FOR RETURN AND REFUND CLAIMS

Nassham Pay may request reasonable evidence when reviewing a claim.

Evidence may include:

• photographs;
• videos;
• Product packaging;
• delivery records;
• Order records;
• TradeTalk messages;
• Product listing information;
• invoices or receipts;
• tracking information;
• pickup records;
• payment records available to Nassham Pay; and
• other relevant information.

The amount and type of evidence required may depend on the nature of the claim.

28. DISPUTES BETWEEN BUYER AND SELLER

Buyers and Sellers should first attempt to resolve return and refund issues directly through Nassham TradeTalk.

Where the parties cannot reach an agreement, either party may request assistance from Nassham Pay through the available dispute or support process.

Nassham Pay may review:

• Order information;
• Product listing information;
• Product approval records;
• TradeTalk communications;
• delivery information;
• pickup information;
• payment information available to Nassham Pay;
• photographs;
• videos;
• return information; and
• other relevant evidence.

Nassham Pay may make an administrative determination under its applicable policies.

Such an administrative determination does not prevent a party from exercising rights available under applicable law.

29. NASSHAM PAY'S ROLE IN DISPUTES

Nassham Pay may act as a marketplace administrator when reviewing Buyer-Seller disputes.

Nassham Pay may:

• request evidence;
• ask questions;
• communicate with either party;
• temporarily restrict an Order;
• delay applicable payout where permitted;
• approve or reject a return request;
• approve or reject a refund request;
• request return of a Product;
• determine the amount of a refund;
• reverse or adjust certain marketplace actions where permitted; or
• take other reasonable administrative action.

Nassham Pay does not guarantee that every dispute will be resolved in favor of either party.

30. REFUND WITHOUT RETURN

In some circumstances, Nassham Pay or the Seller may approve a refund without requiring the Buyer to return the Product.

This may occur where:

• the Product has very low value;
• return logistics are impractical;
• the Product is unsafe or unsuitable for return;
• the Seller agrees;
• the circumstances justify such treatment; or
• applicable law requires another remedy.

A Buyer must not assume that a refund without return will always be available.

31. REPLACEMENT OR EXCHANGE

Instead of a refund, the Seller may offer:

• replacement;
• exchange;
• repair; or
• another reasonable remedy.

The Buyer may accept or reject the proposed remedy where permitted by applicable law and Platform policy.

Where the Product is defective and a repair or replacement is reasonably appropriate, Nassham Pay may consider that remedy before approving a full refund.

32. WARRANTIES

Some Products may include a manufacturer's or Seller's warranty.

Where a warranty applies, the Buyer may be required to follow the applicable warranty procedure.

A warranty does not automatically guarantee a refund.

Warranty claims may be handled by:

• the Seller;
• the manufacturer;
• an authorized service center; or
• another party identified in the Product listing or warranty documentation.

Nothing in this Policy removes mandatory statutory rights.

33. PRODUCTS DAMAGED BY THE BUYER

A return or refund may be rejected where the Product was damaged because of:

• misuse;
• negligence;
• improper installation;
• unauthorized modification;
• accidental damage;
• improper storage;
• failure to follow instructions; or
• other Buyer-caused damage.

Where appropriate, Nassham Pay may request evidence to determine the cause of the damage.

34. FRAUDULENT OR ABUSIVE RETURN CLAIMS

Nassham Pay may investigate patterns of suspicious or abusive return activity.

Examples include:

• repeated false refund claims;
• returning a different Product;
• returning a damaged Product after receiving it in good condition;
• manipulating Product photographs;
• falsely claiming non-delivery;
• falsely claiming defects;
• abusing promotional refunds;
• colluding with Sellers; or
• creating multiple accounts to exploit the return system.

Nassham Pay may take action against accounts involved in fraudulent activity.

35. SELLER RESPONSIBILITIES FOR RETURNS AND REFUNDS

Sellers using Nassham Pay must:

• accurately describe Products;
• comply with applicable return requirements;
• honor valid refund obligations;
• respond to legitimate Buyer claims;
• provide truthful information;
• cooperate with investigations;
• retain relevant transaction records where appropriate;
• avoid misleading Product listings; and
• comply with applicable laws.

A Seller must not create a Product listing that falsely states that legally required consumer rights do not apply.

36. BUYER RESPONSIBILITIES

Buyers must:

• provide accurate Order information;
• inspect Products reasonably after receiving them;
• report genuine problems promptly;
• provide truthful evidence;
• follow return instructions;
• return Products where required;
• avoid damaging Products;
• communicate respectfully;
• use Nassham TradeTalk for important transaction discussions where possible; and
• cooperate with reasonable dispute investigations.

37. REFUND TIMING

Once a refund is approved, Nassham Pay will initiate or communicate the applicable refund process as required.

However, the time for funds to become available to the Buyer may depend on:

• payment method;
• payment provider;
• bank;
• mobile-money operator;
• financial institution;
• weekends and public holidays;
• transaction processing times; and
• technical or regulatory requirements.

Nassham Pay cannot guarantee the exact time at which a third-party payment provider will make refunded funds available.

38. PARTIAL REFUNDS

Where only part of an Order is affected, Nassham Pay or the Seller may issue a partial refund.

For example, a partial refund may apply where:

• one Product in an Order is defective;
• part of the quantity is missing;
• one Product was incorrectly supplied;
• an agreed price adjustment applies; or
• another partial remedy is appropriate.

39. MULTIPLE PRODUCTS IN AN ORDER

Each Nassham Pay Order belongs to one Seller.

A Buyer cannot combine Products from multiple Sellers into a single Order.

This structure may allow returns, refunds, delivery arrangements, Seller communication, and dispute handling to be managed separately for each Seller.

40. TAXES, FEES AND OTHER CHARGES

Refund treatment of taxes, transaction charges, delivery charges, service charges, or other fees will depend on:

• the nature of the charge;
• whether the charge was refundable;
• the reason for the refund;
• the payment provider's requirements; and
• applicable law.

Where a charge is required by law to be refunded, the applicable legal requirement will prevail.

41. NO DOUBLE REFUNDS

A Buyer must not seek or receive duplicate compensation for the same issue.

If a Buyer receives a refund, replacement, repair, compensation, or other remedy for an issue, the Buyer must not knowingly seek an additional refund for the same issue unless permitted by Nassham Pay or required by law.

42. EXTERNAL TRANSACTIONS

Buyers and Sellers should not deliberately move a transaction outside Nassham Pay to avoid Platform procedures, fees, security mechanisms, or applicable policies.

Where a Buyer and Seller voluntarily complete a transaction outside Nassham Pay, Nassham Pay may not be able to:

• verify the transaction;
• verify payment;
• verify delivery;
• verify communications;
• enforce marketplace protections; or
• administer a refund through the Platform.

Any transaction completed outside Nassham Pay may therefore fall outside the Platform's normal Buyer and Seller protections, subject to applicable law.

43. LEGAL RIGHTS

Nothing in this Return & Refund Policy is intended to:

• exclude mandatory consumer rights;
• restrict rights that cannot legally be restricted;
• remove statutory warranties;
• prevent a lawful complaint to a competent authority; or
• prevent a party from pursuing remedies available under applicable law.

Where applicable law provides a greater right or protection than this Policy, the applicable legal requirement will prevail.

44. POLICY CHANGES

Nassham Pay may update this Return & Refund Policy from time to time.

Updates may be made to reflect:

• changes in the Platform;
• new payment methods;
• new delivery arrangements;
• changes to Seller procedures;
• changes in applicable law;
• regulatory requirements; or
• improvements to the return and refund process.

The Last Updated date will be changed when this Policy is updated.

45. CONTACT AND SUPPORT

For questions regarding returns, refunds, cancellations, or disputes, contact Nassham Pay through the support channels available on the Platform.

For an Order-specific issue, Buyers and Sellers should first use Nassham TradeTalk and the Order's return/refund or dispute functionality where available.

46. FINAL PRINCIPLE

Nassham Pay aims to provide a fair marketplace environment in which:

The return and refund process is designed to balance these interests while protecting the rights of Buyers and Sellers under applicable law.

Nassham Pay reserves the right to take reasonable administrative action to protect the integrity, security, and reliability of the marketplace.