Returns, Refunds & Dispute Resolution
AqNova Marketplace Policies & Disclosures
AQNOVA MARKETPLACE
AqNova Global Seller Center
RETURNS, REFUNDS & DISPUTE RESOLUTION
Vendor Obligations · Consumer Return Rights · Chargeback Handling · AqNova Mediator Role · Timelines · Escalation Paths
Effective Date: April 7, 2026 | Version 1.0 | Priority 1 — Legally Required
Vendor Guide | aqnova.co/selling-on-aqnova/returns | Operated by Arivon Holding Corporation
| IMPORTANT LEGAL NOTICE THIS SECTION 10.8 IS A PRIORITY 1 LEGALLY REQUIRED DOCUMENT. IT IS THE VENDOR-FACING OPERATIONAL GUIDE FOR ALL RETURN, REFUND, DISPUTE, AND CHARGEBACK OBLIGATIONS ON AQNOVA MARKETPLACE. IT SUPPLEMENTS — AND MUST BE READ ALONGSIDE — SECTION 3.2 (RETURNS, REFUNDS & EXCHANGES POLICY) WHICH IS THE CONSUMER-FACING LEGAL POLICY. COMPLIANCE WITH THESE OBLIGATIONS IS A MATERIAL TERM OF THE SELLER AGREEMENT. CONSUMER STATUTORY RIGHTS ARE NOT LIMITED BY THIS GUIDE. MANDATORY CONSUMER PROTECTION LAW IN EACH BUYER'S JURISDICTION APPLIES IN FULL AND OVERRIDES ANY VENDOR POLICY THAT PROVIDES FEWER RIGHTS. |
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This Section 10.8 — Returns, Refunds & Dispute Resolution is the complete operational reference for all matters relating to returns, refunds, exchanges, buyer disputes, chargebacks, and AqNova's mediation role — from the Vendor's perspective. It tells you what you must do, by when, who bears what costs, how AqNova's Buyer Protection Program works, what happens when disputes escalate, and how chargebacks are handled globally.
| Section 10.8 — Contents 10.8.1 AqNova Returns Framework — Vendor Overview & Core Obligations 10.8.2 AqNova Platform Return Standards — What You Must Provide 10.8.3 Consumer Return Rights by Jurisdiction — What You Must Honor 10.8.4 Return Cost Allocation — Who Pays, When & Why 10.8.5 Return Acknowledgment & Processing Timelines — Mandatory Deadlines 10.8.6 Non-Returnable Items — Valid Designations & Required Disclosure 10.8.7 Refund Processing Obligations — Amounts, Methods & Deadlines 10.8.8 Food & Perishable Products — Vendor Obligations 10.8.9 Defective, Damaged & Misdescribed Items — Enhanced Vendor Obligations 10.8.10 AqNova Buyer Protection Program (BPP) — How It Affects You 10.8.11 Dispute Handling — AqNova's Mediator Role & Resolution Process 10.8.12 Chargeback Handling — End-to-End Vendor Guide 10.8.13 Escalation Paths — Buyer Protection, Mediation & Regulatory 10.8.14 Vendor Payout Impact — How Returns & Disputes Affect Your Earnings 10.8.15 Return Fraud — Protection & Vendor Evidence Submission 10.8.16 EV & Renewable Energy Components — Specialist Obligations 10.8.17 Contact — Returns & Dispute Support |
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10.8.1 AqNova Returns Framework — Vendor Overview & Core Obligations
| Layer | Authority | Effect on You |
|---|---|---|
| Layer 1 — Mandatory National Law | Consumer protection and returns law in each buyer's jurisdiction (EU CRD, UK CRA, Brazil CDC, etc.) | Cannot be reduced by any vendor policy. AqNova automatically enforces statutory rights regardless of what your listing states. |
| Layer 2 — AqNova Platform Minimum | Section 3.2 (Returns Policy) and this Section 10.8 | AqNova's standards — in most cases more generous than statutory minimums. All Vendors must meet these. |
| Layer 3 — Your Vendor Return Policy | The policy you configure in Seller Portal → Policies → Returns | May be more generous than Layer 2. Cannot be less generous. Where it conflicts with Layer 1 or Layer 2, those layers prevail automatically. |
| The Five Vendor Return Obligations OBLIGATION 1 — MINIMUM 30-DAY RETURN WINDOW: AqNova's platform minimum is 30 calendar days from confirmed delivery for general goods. OBLIGATION 2 — HONOR STATUTORY RIGHTS WITHOUT QUALIFICATION: Honor the statutory rights of every buyer in their jurisdiction, regardless of your listing policy. OBLIGATION 3 — RESPOND WITHIN MANDATORY TIMELINES: Return requests acknowledged within 3 Business Days. Failure triggers AqNova auto-escalation. OBLIGATION 4 — BEAR RETURN COSTS FOR YOUR FAILURES: Defective, damaged, or misdescribed items: you bear all return shipping costs. No exception. OBLIGATION 5 — FOOD — NO PHYSICAL RETURN, REFUND WITHOUT RETURN: Spoiled, expired, or contaminated food: full refund on photographic evidence only. |
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A. Mandatory Return Policy Configuration
| Return Policy Element | Platform Minimum Standard | Where to Configure |
|---|---|---|
| Return window — general goods | 30 calendar days from confirmed delivery | Seller Portal → Policies → Returns → Return Window |
| Return window — defective / misdescribed | No minimum window restriction — statutory rights apply per buyer's jurisdiction | AqNova automatically enforces — no configuration required |
| Condition requirements | Substantially equivalent to original condition at delivery. Tags/packaging present where practicable. | Seller Portal → Policies → Returns → Condition Requirements |
| Return shipping — change of mind | Buyer bears cost — IF clearly disclosed in listing before purchase. Where not disclosed: Vendor bears cost. | Seller Portal → Policies → Returns → Return Shipping Responsibility |
| Return shipping — defective / misdescribed | VENDOR bears all costs. No exceptions. Cannot be overridden. | Automatically applied |
| Refund amount — change of mind | Full purchase price. Original delivery charge not refunded beyond statutory window. | AqNova platform default |
| Refund amount — defective / misdescribed | Full purchase price + original delivery charge. No deductions permitted. | Cannot be modified by Vendor |
| Restocking fee | Optional. Maximum 15%. Change-of-mind only. Must be disclosed pre-purchase. | Seller Portal → Policies → Returns → Restocking Fee |
| Food products | Change of mind: non-returnable. Defective/spoiled/expired: no return, refund on photo evidence. | Seller Portal → Policies → Returns → Food Products Policy |
| Non-returnable designations | Must be disclosed on every applicable listing pre-purchase. | Product Listing → Return Policy → Non-Returnable Items |
| Undisclosed Restrictions Are Void Any return restriction or non-returnable designation not clearly disclosed on the listing BEFORE the buyer completed their purchase is VOID for that transaction. The buyer retains the full 30-day return right regardless of your listing policy. Disclosure must be pre-purchase, prominent, and specific. |
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10.8.3 Consumer Return Rights by Jurisdiction — What You Must Honor
These rights are mandatory — they cannot be waived by your listing policy or seller agreement. AqNova automatically applies the correct statutory standard based on the buyer's delivery jurisdiction.
| Jurisdiction | Statutory Right You Must Honor | Return Shipping — Statutory Rule | Your Refund Deadline |
|---|---|---|---|
| EU (all 27 states) — EU CRD Art. 9 | 14-day unconditional withdrawal right from delivery. No reason required. | Buyer bears cost unless you failed to disclose this pre-contract — then YOU bear it. | 14 days from return receipt or evidence of dispatch — whichever earlier. |
| United Kingdom — CCR 2013; CRA 2015 | 14-day withdrawal (CCR). 30-day short-term right to reject faulty goods (CRA). 6 years for latent defects. | Buyer bears unless undisclosed pre-contract — then Vendor bears. | 14 days from return receipt. |
| Germany — BGB §§ 312–312k | 14-day Widerrufsrecht. Mandatory Widerrufsbelehrung notice required at point of sale. | Buyer bears if item over EUR 40 AND you informed buyer pre-contract. Otherwise: Vendor bears. | 14 days. Must refund Hinsendekosten (outward standard delivery). |
| France — Code de la Consommation Art. L221-18 | 14-day droit de rétractation. Mandatory bordereau de rétractation must be provided. | Buyer bears unless Vendor covers or failed to disclose. | 14 days from withdrawal notification or return receipt. |
| Brazil — CDC Art. 49 — MANDATORY | 7-day unconditional arrependimento from receipt. Cannot be waived. | VENDOR ALWAYS bears return shipping. Mandatory — no exceptions. | MANDATORY: 10 Business Days from cancellation/return. |
| Colombia — Ley 1480/2011 Art. 47 | 5 Business Days from receipt. 30 days if goods don't match advertising. | Buyer bears for change of mind; Vendor for misdescribed. | 30 calendar days. |
| Chile — Ley 19.496 Art. 3bis | 10 calendar days from delivery. | Consumer bears for change of mind unless defective. | 10 Business Days from buyer's return. |
| Argentina — Ley 24.240 Art. 34 | 10 calendar days from delivery. | Buyer bears for change of mind. | Credit within 30 days. |
| Mexico — LFPC Art. 56 | 5 Business Days from delivery. | Vendor bears unless buyer caused defect. | Full refund within 15 days. |
| Peru — Ley 29571 Art. 49 | 7 calendar days. | Standard conditions. INDECOPI enforcement. | Standard timelines. |
| South Korea — E-Commerce Consumer Protection Act | 7 days from receipt. 3 months where goods differ from advertisement. | Vendor bears where goods differ from advertisement. | 3 Business Days from return receipt — STRICT STATUTORY DEADLINE. |
| Japan — SCTL | 8 days for applicable distance sale categories. | Varies by type. | AqNova 30-day applied to all Japan orders. |
| China — Consumer Rights Protection Law Art. 25 | 7 calendar days, no reason required, for non-customized online goods. | Buyer bears unless goods differ from advertisement. | Refund within 7 days of receiving returned goods. |
| Canada — Ontario CPA; Quebec CPA | 7 days (Ontario internet agreements); 7 days (Quebec consumer contracts). Provincial minimums vary 7–30 days. | Vendor bears return costs for Ontario internet agreement rescission. | 7–15 Business Days province-specific. AqNova targets 7 Business Days. |
| South Africa — CPA ss. 20, 56 | 5 Business Days unsolicited goods; 10 Business Days unexamined goods; 6 months safety defects. | Vendor bears ALL reasonable return costs under CPA s.20. | 15 Business Days. AqNova targets 7 Business Days. |
| UAE — Consumer Protection Law No. 15/2020 | 14 days to return non-conforming goods; 30 days for exchange. | Buyer for change of mind; Vendor for non-conforming. | Within 14 calendar days from return. |
| Saudi Arabia — E-Commerce Law Royal Decree M/69/2019 | 15 calendar days change of mind. | ZATCA oversight. | Within 15 days from return. |
| Turkey — Consumer Protection Law No. 6502 | 14 calendar days withdrawal. | Buyer bears unless Vendor covers. | 14 days from return. |
| Egypt — Consumer Protection Law No. 181/2018 | 30 days for goods not conforming to specification. | Buyer bears for change of mind. | Standard timeline. |
| India — Consumer Protection Act 2019 | No universal withdrawal period. Full remedy rights for defective/misdescribed goods. | AqNova 30-day applied. | 14 Business Days target; 7 Business Days fast-track. |
| Australia — ACL | No fixed withdrawal for change of mind. Non-excludable consumer guarantees apply for reasonable lifetime of product. | Major failure: buyer's choice of refund or replacement. | Reasonable time — AqNova targets 14 Business Days maximum. |
| Nigeria — FCCPA 2019 | Right to return defective/non-conforming goods within reasonable time. | AqNova 30-day policy. FCCPC complaint mechanism preserved. | AqNova targets 14 Business Days. |
| Kenya — Consumer Protection Act 2012 | Right to return goods not of merchantable quality within reasonable time. | AqNova 30-day policy. | AqNova targets 14 Business Days. |
| AqNova Geo-Applies Statutory Rights Automatically You do not configure jurisdiction-specific return rights manually. AqNova applies the correct statutory standard based on the buyer's delivery address automatically. Brazilian buyer: mandatory 7-day arrependimento; YOU bear return shipping; 10-Business-Day refund deadline. This applies regardless of your listing. South Korean buyer: mandatory 7-day return right; mandatory 3-Business-Day refund deadline from receipt. AqNova refunds buyer on Day 4 from your payout if you miss this. EU buyer: 14-day unconditional withdrawal right — no condition requirement, no reason needed, overrides any 'original packaging required' policy for the first 14 days. Knowing the statutory rules in your target markets is your professional obligation. |
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10.8.4 Return Cost Allocation — Who Pays, When & Why
| Return Reason | Who Bears Return Shipping | Platform Label Provision | Legal Basis |
|---|---|---|---|
| Item is defective (manufacturing fault) | VENDOR — mandatory, no exceptions. Provide prepaid return label or reimburse buyer. | AqNova Platform-Facilitated Label via carrier integration (DHL preferred; Shippo alternatives). Cost charged to your payout. | EU CRD Art. 14; UK CCR Reg. 35; ACL Australia; all equivalent mandatory frameworks. |
| Item significantly not as described (SNAD) | VENDOR — mandatory. Wrong item delivered = you bear all return costs. | Platform-Facilitated Label. Cost charged to Vendor payout. | Same mandatory frameworks. |
| Item damaged in transit | VENDOR (or carrier per liability determination). Buyer must not fund damaged-item return. | Return may be waived where item has no resale value. Platform label if return required. | ACL; EU CRD; UK CRA; equivalent national law. |
| Food product — expired, spoiled, contaminated | NO RETURN REQUIRED. Refund on photographic evidence. Physical return of food prohibited. | No label issued. | AqNova food returns policy. Food safety law globally. |
| EU/UK 14-day statutory withdrawal | BUYER bears — UNLESS you failed to clearly disclose this pre-contract. If not disclosed: YOU bear cost. | If Vendor bears: Platform label where available. | EU CRD Art. 14(1); UK CCR Reg. 35(5). |
| Brazil CDC Art. 49 — 7-day arrependimento | VENDOR ALWAYS — mandatory under CDC. No exceptions. Cannot be varied by contract. | AqNova coordinates label. Charged to Vendor payout. | Brazil CDC Art. 49 — mandatory, non-waivable. |
| South Africa CPA s.20 | VENDOR bears ALL reasonable return costs — mandatory. | Platform label or buyer reimbursement. Charged to Vendor payout. | South Africa CPA s.20. |
| AqNova 30-day change of mind (beyond statutory window) | BUYER — if clearly disclosed in listing. Where not disclosed: VENDOR bears cost. | If buyer bears: buyer arranges independently. | AqNova platform policy. |
| AqNova BPP claim upheld against Vendor | VENDOR bears all return costs. Refund may be issued without return where de minimis (return shipping >25% of item value), counterfeit, non-responsive Vendor, or oversized/hazardous. | Platform label or no-return refund. Charged to Vendor payout. | AqNova BPP. |
Return Label — Three Methods: (1) Platform-Facilitated Label: AqNova generates via carrier integration (DHL preferred; Shippo alternatives). Cost charged to next payout. (2) Vendor-Provided Label: email to buyer + upload to Seller Portal within 3 Business Days of return approval. (3) Buyer Self-Arranged: for change-of-mind where buyer bears cost. For Vendor-liable returns where no Platform or Vendor label available: buyer pays, AqNova reimburses buyer from your payout.
10.8.5 Return Acknowledgment & Processing Timelines — Mandatory Deadlines
| Stage | Your Deadline | AqNova Action on Non-Compliance | Notes |
|---|---|---|---|
| Acknowledge return request | 3 Business Days from request submission | AqNova auto-escalates. Buyer-favorable resolution may be issued from your payout. Performance flag. | Turn on notifications: Seller Portal → Settings → Notifications → Return Requests. |
| Provide prepaid return label (where Vendor-liable) | 3 Business Days from return approval | AqNova provides Platform label and charges to your payout. Performance flag. | Effective total: 5 Business Days from request (2 days AqNova approval + 3 days your label deadline). |
| Inspect returned item | 3 Business Days from confirmed delivery to your address | After 3 Business Days without update: AqNova approves full buyer refund from your payout. | Confirm receipt immediately in Seller Portal → Returns → [Return ID] → Confirm Receipt. |
| Issue refund — defective/SNAD/damaged (fast-track) | 7 Business Days from return receipt (or photo evidence for no-return cases) | AqNova issues refund from your payout reserve. | South Korea: mandatory 3 Business Days statutory deadline — AqNova applies automatically. |
| Issue refund — change of mind (standard) | 14 Business Days from return receipt | AqNova issues refund from your payout reserve. | EU/UK: 14 calendar days. Brazil: 10 Business Days — mandatory. South Korea: 3 Business Days. |
| Respond to AqNova dispute investigation | 5 Business Days from dispute notification | Default judgment against Vendor. Buyer-favorable resolution from your payout. | Dispute notifications sent via Seller Dashboard + email. Do not ignore. |
| Submit chargeback evidence | 10 Business Days from AqNova chargeback notification (or card network deadline if earlier) | No evidence: AqNova cannot defend. Chargeback lost. Admin fee applied. | Card networks have strict evidence windows — meet AqNova's 10-day collection deadline. |
| Operationalizing Your Returns Compliance 1. Enable real-time notifications: Seller Portal → Settings → Notifications → Return Requests → Email + Push. 2. Review Returns Dashboard daily: Seller Portal → Returns → Active Returns. Shows every open return, its status, and its mandatory deadline. 3. Prepare before your first order: which carrier for return labels? Where do returns ship? Who inspects? What is your QC process? 4. Food Vendors: no physical return process needed — but maintain a photographic evidence review process operable within 5 Business Days. 5. High-volume Vendors: connect your returns management system to AqNova's Returns API. Contact vendors@aqnova.co for Returns API integration documentation. |
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10.8.6 Non-Returnable Items — Valid Designations & Required Disclosure
| Category | Non-Returnable Change of Mind? | Defective/SNAD — Return Still Required? | Disclosure Requirement |
|---|---|---|---|
| Fresh food & perishables | YES — deteriorate in transit. | NO RETURN REQUIRED — refund on photo evidence. | Display: 'Perishable — non-returnable change of mind. Defective/expired: full refund without return.' |
| All food products (all categories) | YES — food safety; resale prohibited. | NO RETURN REQUIRED for any food quality/safety issue. | Display food non-returnable policy + minimum shelf life at dispatch. |
| Sealed hygiene items (seal broken by buyer) | YES — once hygiene seal broken. | Return if defective BEFORE seal was broken. | Display: 'Sealed hygiene item — non-returnable once hygiene seal broken, except for defects.' |
| Custom / personalized goods | YES — made to buyer's specifications. | YES — full remedy still required if defective or not matching specification. | Display: 'Custom-made — non-returnable change of mind. Defective: full remedy provided.' |
| Digital goods (downloaded/accessed) | YES — once downloaded with buyer's pre-purchase consent. | Refund where digital goods don't function as described. No return possible. | MUST obtain pre-purchase consent to loss of withdrawal right. Cannot be retroactive. |
| Sealed audio/video/software (seal broken) | YES — once retail seal broken. | Refund for defective sealed media where defect is in content. | Display: 'Non-returnable once seal broken, except defects.' |
| Intimate apparel & swimwear (hygiene liner removed) | YES — once liner removed. | Return for defects unrelated to hygiene (e.g., manufacturing defect). | Display: 'Non-returnable if hygiene liner removed.' |
| Live plants and seeds | YES — biological, cannot be resold. | YES — remedy for wrong species, diseased plants, pest infestation. | Display: 'Live plants non-returnable change of mind. Disease/wrong species: full remedy.' |
| EV components once installed/wired | YES — once irreversibly integrated. | YES — full remedy for defective installed components. No physical return for battery packs where removal creates safety risk — AqNova determines. | Display: 'EV components non-returnable once installed. Defective installed: full remedy.' |
| Renewable energy once permanently installed | YES — once fixed to structure. | YES — defective remedy and warranty apply. | Display: 'Non-returnable once permanently installed. Defective: warranty and defective goods remedies.' |
| Three Non-Returnable Rules — Absolute RULE 1: Non-returnable only applies to change-of-mind. NEVER to defective, damaged, misdescribed, or unsafe products. A defective sealed hygiene product: FULL REMEDY. RULE 2: Must be disclosed pre-purchase. Added after purchase: VOID for that transaction. RULE 3: Statutory withdrawal rights override for the statutory period in buyer's jurisdiction. EU/UK: 14-day unconditional withdrawal applies even to items you designate non-returnable. (Statutory exceptions exist for perishables and custom goods.) |
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A. Refund Amounts
| Return Scenario | Amount You Must Refund | What Is Excluded |
|---|---|---|
| Defective / damaged / SNAD | FULL PURCHASE PRICE + original delivery charge. Return shipping if buyer initially paid. | Nothing may be deducted. No restocking fee. No depreciation. |
| EU/UK/Germany/France statutory withdrawal (14-day) | FULL PURCHASE PRICE + standard delivery charge (not premium/express upgrade). | Express upgrade cost above standard rate. |
| Brazil CDC Art. 49 (7-day) — MANDATORY | FULL PURCHASE PRICE + original delivery charge. Mandatory — no deductions. | Nothing. |
| AqNova 30-day change of mind (beyond statutory window) | FULL PURCHASE PRICE. Original delivery charge NOT refunded. | Delivery charge. Restocking fee up to 15% where disclosed and packaging absent. |
| Food product — defective/expired/contaminated | FULL PURCHASE PRICE + original delivery charge. No return required. | Nothing may be deducted. |
| Item not received (confirmed non-delivery) | FULL PURCHASE PRICE + original delivery charge. | Nothing. |
| Counterfeit confirmed | FULL PURCHASE PRICE + delivery + any return shipping buyer paid. | Nothing. No return required. |
| Partial return from multi-item order | Pro-rated for returned items at individual price. | Items retained. Delivery where remaining order still qualifies. |
| Return with Vendor-proven depreciation (AqNova-upheld) | Purchase price minus depreciation (maximum 50%). AqNova makes final determination on photo evidence. | Delivery not refunded. Depreciation only with photo evidence within 3 Business Days. |
B. Refund Method — How It Works for Vendors
Refunds are processed via AqNova's system — initiated by you through Seller Portal → Returns → [Return ID] → Approve Refund. AqNova processes the actual payment to the buyer. Your payout account is debited for the refund amount at the next payout settlement cycle. You do not send money directly to buyers.
C. Statutory Refund Deadlines
| Jurisdiction | Your Statutory Refund Deadline | Consequence of Missing |
|---|---|---|
| EU (all 27 states) — EU CRD Art. 13 | 14 calendar days from return receipt OR evidence of dispatch — whichever is earlier. | EU consumer authority enforcement. AqNova refunds from your payout regardless. |
| UK — CCR 2013 Reg. 34 | 14 calendar days from return receipt or evidence of dispatch. | Trading Standards enforcement. AqNova refunds from your payout. |
| Germany — BGB § 357 | 14 calendar days from return or dispatch evidence. Must refund Hinsendekosten. | Same as EU above. |
| Brazil — CDC Art. 49 — MANDATORY | 10 Business Days from cancellation or return. Cannot be varied. | PROCON enforcement. AqNova refunds immediately from your payout. |
| South Korea — E-Commerce Consumer Protection Act | 3 Business Days from return receipt — one of the strictest globally. | KFTC enforcement. AqNova refunds buyer on Day 4 from your payout. |
| China — Consumer Rights Protection Law | 7 calendar days from refund approval. | SAMR enforcement. |
| Mexico — LFPC | 15 calendar days from buyer's cancellation. | PROFECO complaint. AqNova targets 14 Business Days. |
| South Africa — CPA | 15 Business Days from return. | NCC complaint. AqNova targets 7 Business Days. |
| All other jurisdictions | AqNova standard: 7 Business Days (defective/fast-track); 14 Business Days (change of mind). | AqNova refunds from payout on Day 8 or Day 15 if you have not processed. |
10.8.8 Food & Perishable Products — Vendor Obligations
| Five Core Food Returns Obligations OBLIGATION 1 — NO PHYSICAL RETURN, EVER: No food product may be physically returned to you for resale. You may not instruct a buyer to return a food product. Returned food cannot re-enter your supply chain. OBLIGATION 2 — REFUND WITHOUT RETURN: All food quality/safety/accuracy complaints resolved by refund on photographic evidence alone. OBLIGATION 3 — MINIMUM SHELF LIFE AT DISPATCH: 50% of total stated shelf life remaining at dispatch — OR 30 days remaining, whichever is greater. OBLIGATION 4 — ALLERGEN DISCLOSURE — LIFE-SAFETY: All 14 major EU allergens declared in every food listing. Allergen misdescription causing allergic reaction: IMMEDIATE refund; listing suspension; food authority referral; recall cooperation. OBLIGATION 5 — REGULATORY REGISTRATION: Nigeria: NAFDAC mandatory. India: FSSAI mandatory. Brazil: ANVISA for applicable categories. Saudi Arabia: SFDA for applicable categories. Australia: FSANZ; DAFF biosecurity compliance. |
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| Scenario | Your Obligation | Evidence Required from Buyer | Your Deadline |
|---|---|---|---|
| Food arrived expired (past use-by/best-before at delivery) | FULL REFUND. No return. | Photo of label showing expiry + photo of product. Within 14 days of delivery. | 7 Business Days from evidence. |
| Food arrived spoiled, moldy, contaminated | FULL REFUND. No return. If contamination indicates wider risk: AqNova notifies food safety authority. | Photo within 48 hours of delivery. Description of condition. | 5 Business Days from evidence. |
| Food significantly not as described (wrong product, wrong weight) | FULL REFUND. No return. | Photo of received product vs. listing. Photo of label. | 5 Business Days from evidence. |
| Undisclosed allergens — non-life-threatening | FULL REFUND. Listing suspended pending allergen compliance review. Update allergen disclosure before reinstatement. | Photo of label vs. listing allergen declaration. | 5 Business Days from evidence. |
| Undisclosed allergens — LIFE-THREATENING anaphylaxis risk | IMMEDIATE FULL REFUND within 24 hours. Listing suspended immediately. Full safety cooperation. Potential recall. | safety@aqnova.co — 2-HOUR RESPONSE PROTOCOL. Description of reaction. | 24 hours for refund. Immediate listing suspension. |
| Compromised packaging (torn, crushed, opened seal) | FULL REFUND. No return. | Photo of packaging defect all sides. Photo of seal. | 5 Business Days from evidence. |
| Temperature-controlled food arrived warm/thawed (cold chain failure) | FULL REFUND. No return. Review cold chain packaging and carrier immediately. | Photo of product. Description of temperature/condition on arrival. | 5 Business Days from evidence. |
| Certified organic/fair trade delivered as conventional | FULL REFUND. Listing suspended. Referral to applicable regulator for green claims enforcement. | Photo of label vs. listing certification claim. | 5 Business Days for refund. Investigation concurrent. |
| Supplement causes adverse reaction | FULL REFUND. Safety escalation. Provide product safety data sheet within 24 hours. | Description of reaction. Photo of product. safety@aqnova.co. | 5 Business Days for refund. 24 hours for your data sheet. |
| Change of mind — buyer does not want food product | NOT ELIGIBLE FOR RETURN OR REFUND. No obligation. | N/A | N/A |
A. Significant Misdescription — What Qualifies
Wrong item delivered — completely different product from what was ordered.
Wrong material specification: wrong size where fit matters; wrong color where material to purchase; wrong material composition from listing.
Missing components: functionally necessary accessories, chargers, manuals not delivered despite being listed.
Different sustainability certification: product listed as USDA Organic without NOP certificate; listed as Fair Trade without FLO certificate.
Counterfeit or inauthentic: product is a counterfeit of a branded item.
EV/Renewable Energy spec mismatch: wrong connector standard; solar panel below stated wattage; battery with wrong chemistry or capacity.
The following are NOT significant misdescription: minor color variation due to photography/screen display; minor size variation within industry tolerance; packaging changes where the product itself is identical.
B. Buyer Remedies — Your Obligations
Repair: you may propose — the buyer must consent. Cannot be imposed instead of refund.
Replacement: same type and specification. Subject to your inventory.
Full Refund: purchase price + original shipping. Buyer may demand full refund immediately where repair/replacement unavailable, would take unreasonable time, or buyer chooses refund.
C. Statutory Defective Item Windows — You Cannot Impose Shorter Limits
| Jurisdiction | Statutory Window | Burden of Proof | Your Practical Obligation |
|---|---|---|---|
| EU — Sale of Goods Directive 2019/771 | Minimum 2 years from delivery. | First 12 months: YOU bear burden of proving item was NOT defective at delivery. After 12 months: buyer bears burden. | Accept defective claims within 2 years. In Year 1: do not reject without evidence — burden is on you. |
| UK — CRA 2015 | 30-day right to reject (full refund). 6 months: one repair/replacement then refund if fails. 6 years: further remedies. | First 6 months: presumption in buyer's favor. | Within 30 days: buyer can demand full refund — cannot be overridden by offering repair. |
| Germany — BGB §§ 437, 438 | 2 years. 1 year for disclosed used goods. | First 1 year: reversed burden per EU transposition. | Same as EU. |
| France — Code de la Consommation Art. L217-12 | 2 years (garantie légale de conformité). | First 2 years: presumption in buyer's favor. | Same as EU. |
| United States — UCC Article 2; Song-Beverly (CA) | 4 years UCC. California Song-Beverly: implied warranty minimum 30 days. | Buyer must prove defect existed at delivery. | Honor your expressed warranty period. California: 30-day minimum implied warranty. |
| Brazil — CDC Art. 26 | 30 days from delivery (apparent defects — non-durable goods); 90 days (durable goods). Hidden defects from discovery. | Standard burden on buyer. | Durable goods (electronics, EV accessories): 90-day apparent defect window. Hidden defects: open-ended. |
| Australia — ACL | No limit. Consumer guarantee applies for reasonable product lifetime. | Buyer shows goods failed consumer guarantee. | Premium products that fail within 2 years: likely within ACL coverage regardless of your warranty period. |
| Canada — Sale of Goods Acts | 4–6 years province-specific. | SGA implied conditions — buyer bears burden. | Honor implied quality conditions. |
10.8.10 AqNova Buyer Protection Program (BPP) — How It Affects You
| BPP Trigger | What BPP Does | Source of Funds | How to Prevent |
|---|---|---|---|
| Vendor fails to acknowledge return within 3 Business Days | BPP escalates. If claim valid: refund issued from your payout reserve. | Your payout reserve | Acknowledge return requests within 3 Business Days. |
| Vendor fails to issue approved refund within deadline | BPP issues refund from your payout on Day 8 (defective) or Day 15 (change of mind). | Your payout reserve | Process approved refunds within your applicable deadline. |
| Item not received — carrier confirms non-delivery | BPP issues full refund. Pursues carrier recovery; proceeds credited to your payout where recovered. | Your payout reserve (minus carrier recovery) | Use tracked shipping. Upload tracking within 24 hours of dispatch. |
| Item is counterfeit — confirmed | BPP issues full refund without return. Account suspended. | Your payout reserve. Account suspension. | Never list counterfeit goods. |
| Non-responsive Vendor 48+ hours on active dispute | BPP may resolve in buyer's favor as deemed acceptance if claim substantiated. | Your payout reserve | Respond to all disputes within 48 hours maximum. |
| De minimis — return shipping >25% of item value | BPP may authorize no-return refund at AqNova's discretion from your payout. | Your payout reserve | Price items accurately. Small-value items with high return shipping exposure. |
| Food safety emergency — allergen misdescription, contamination, adverse reaction pattern | BPP immediate refund within 24 hours. Listing suspended. Safety referral may occur. | Your payout reserve | Maintain accurate allergen declarations. Comply with all food safety regulations. |
BPP Claim Types Requiring Your Evidence
'Item not as described' (INAD): 5 Business Days to respond with evidence item matches listing description (listing screenshots; dispatch photos; communication history).
'Item not received' (INR): 3 Business Days to provide proof of delivery (carrier scan; signature confirmation; delivery photo).
'Defective item': 5 Business Days to provide technical evidence item was conforming at dispatch (test data; inspection photos; certifications). Or accept claim and process refund.
'Counterfeit': 5 Business Days to provide authenticity documentation (certificate of authenticity; brand authorization; manufacturer invoice).
'Food safety': 24 hours for life-threatening allergen claims; 5 Business Days for other food quality claims.
A. AqNova's Role
AqNova acts as the mediator in disputes between buyers and vendors. AqNova's determinations are evidence-based, jurisdiction-aware, and binding on both parties under the Platform T&C and Seller Agreement. Determinations can be appealed through Section 10.8.13.
B. Dispute Resolution Timelines
| Dispute Type | Your Evidence Deadline | AqNova Determination | Key Notes |
|---|---|---|---|
| Standard return — Vendor disputes buyer's claimed condition | 5 Business Days from AqNova evidence request | 5 Business Days from all evidence received | Photo evidence taken within 24 hours of return receipt is your strongest defense. |
| INAD (Item Not As Described) | 5 Business Days from claim notification | 5 Business Days from evidence submission | Original listing screenshots (date-stamped at time of purchase) + dispatch photos. |
| INR — tracking shows delivered | 3 Business Days from claim notification | 3 Business Days from your proof of delivery | Carrier delivery confirmation + delivery photo defeats most INR fraud. |
| INR — tracking shows in transit/lost | 3 Business Days for shipping documentation | 7–14 Business Days (carrier trace timeline) | AqNova initiates carrier trace. Provide all shipping documentation immediately. |
| Counterfeit / authenticity dispute | 5 Business Days for authentication documentation | 5 Business Days from evidence | Brand authorization letter; manufacturer invoice; certificate of authenticity. |
| Food safety — non-emergency | 5 Business Days | 5 Business Days from evidence | Product specification; batch records; lab test reports. |
| Food safety — life-threatening emergency | 24 HOURS — product safety data sheet required | 24 hours for refund; safety investigation ongoing | Immediate cooperation. AqNova coordinates with food safety authority. |
| Chargeback | 10 Business Days from AqNova chargeback notification | 30–120 calendar days (card network) | AqNova compiles and represents you before the card network. |
| EU P2B internal complaint (EU/UK Vendors) | AqNova requests as needed within 15-day window | 15 Business Days from complaint | Email p2b@aqnova.co. AqNova substantive response within 15 Business Days. |
C. Dispute Resolution — Step by Step
Buyer opens dispute via My Orders → Request Return or AqNova dispute portal. You receive notification within 2 Business Days.
AqNova requests evidence from you via dispute portal (photos of item as dispatched; listing screenshots; shipping/tracking; test certificates; authentication; communication history).
Your response window: 5 Business Days to submit evidence and position via Seller Portal → Disputes → [Dispute ID] → Submit Response. Missing deadline = default determination against you.
AqNova Trust & Safety reviews all evidence from both parties. May request additional evidence — each request carries its own 3-Business-Day response deadline.
AqNova issues written determination: outcome; evidence basis; specific action (refund amount; return instructions; listing action).
Outcome implemented within 2 Business Days. Refunds issued from Vendor payout. Performance record updated.
Appeal: either party may appeal within 5 Business Days of determination. See Section 10.8.13.
A. Chargeback Process Timeline
| Stage | Timeline | AqNova Action | Your Required Action |
|---|---|---|---|
| Chargeback received from card network | Day 0 | AqNova processor notified. Disputed amount immediately held from your payout. | No action yet — wait for AqNova notification. |
| AqNova Vendor notification | Within 2 Business Days | Chargeback notification via Seller Dashboard + email: transaction; disputed amount; reason code; evidence deadline. | Review notification carefully. The reason code determines what evidence you need. |
| Evidence collection | Days 3–10 from AqNova notification (or card network deadline, whichever earlier) | AqNova holds dispute open. | Submit all evidence via Seller Portal → Disputes → [Chargeback ID] → Submit Chargeback Evidence. |
| AqNova compiles and submits evidence | Within 2 Business Days of your submission | AqNova compiles your evidence + platform-level evidence (order records; tracking; buyer communication; delivery confirmation). | No action required — AqNova represents you. |
| Card network investigation | 30–120 calendar days | AqNova monitors and provides updates. | Respond to any additional AqNova information requests within 3 Business Days. |
| Determination | At end of investigation | WON: amount released to your payout at next settlement. LOST: deduction confirmed + chargeback admin fee applied. | Review outcome. If won: no action. If lost: admin fee deducted from payout. |
B. Chargeback Evidence — Best Evidence by Reason Code
| Reason Code | Best Evidence to Win |
|---|---|
| 'Item not received' / 'Services not rendered' | Carrier tracking showing delivery confirmation to buyer's stated address. Delivery photo (carrier-taken at door). Buyer signature. Any buyer communication acknowledging receipt (review; message; further contact after delivery date). |
| 'Item significantly not as described' | Original listing screenshots date-stamped at purchase time. Photos/video of item before dispatch showing it matches listing. Packing and QC records. Pre-sale communications with buyer about product specs. |
| 'Unauthorized transaction' (buyer claims they didn't make the purchase) | Checkout identity verification evidence (IP address; device fingerprint; matching billing/shipping address; 3D Secure authentication record). Buyer communication history from the account email. Delivery to buyer's verified address. |
| 'Defective merchandise' | Technical specifications matching listing. Factory test data or inspection certificate for the product batch. Product certification documents (IEC; COSMOS; USDA NOP). Communication history showing buyer did not report defect within reasonable time after delivery. |
C. Chargeback Admin Fee — Per Lost Chargeback
| Currency | Admin Fee |
|---|---|
| USD | USD $15.00 |
| GBP | GBP £12.00 |
| EUR | EUR €14.00 |
| CAD | CAD $20.00 |
| AUD | AUD $22.00 |
| All other currencies | USD $15.00 equivalent at mid-market rate on resolution date |
D. Chargeback Rate Monitoring
| Chargeback Rate (rolling 30-day) | Status | AqNova Action |
|---|---|---|
| Below 0.5% | Excellent | No action. Standard operation. |
| 0.5%–1.0% | Early warning | Seller Dashboard warning. AqNova Vendor Support reaches out proactively. |
| 1.0%–2.0% | Elevated — action required | Formal written notice. Additional payout reserve up to 20%. Mandatory chargeback reduction plan within 5 Business Days. |
| 2.0% or above | Critical — account review | Account suspended. All payouts held. Mandatory remediation call. Account may be terminated if not remediated within 30 days. |
A. AqNova Internal Escalation Levels
| Level | Trigger | Handler | Timeline | Your Action |
|---|---|---|---|---|
| 1 — Self-Service | Return request submitted | Automated + Vendor | Immediate — 3 Business Days to acknowledge | Acknowledge and respond via Seller Portal. |
| 2 — AqNova Dispute Team | Vendor non-responsive; buyer escalates; complex dispute | AqNova Trust & Safety | 2 Business Day response; 5–10 Business Day resolution | Submit evidence within 5 Business Days of AqNova request. |
| 3 — AqNova BPP | Level 2 disputed; non-responsive Vendor; safety emergency | AqNova BPP Team | 2 Business Days response; 7 Business Day determination | Submit evidence. BPP determination is binding. |
| 4 — BPP Appeal | Either party disputes BPP determination within 5 Business Days | AqNova Senior Resolution | 10 Business Days | Submit written appeal with grounds and evidence to buyers@aqnova.co. |
| 5 — EU P2B (EU/UK Vendors) | EU/UK Vendor disputes determination under P2B Regulation | AqNova P2B Complaint Team | 2 Business Days acknowledgment; 15 Business Days substantive response | Email p2b@aqnova.co. |
| 6 — P2B Mediation | P2B internal complaint unresolved in 15 Business Days | AqNova-designated P2B mediators | 30–60 days per mediator rules | Access mediators at aqnova.co/p2b-mediators. |
10.8.14 Vendor Payout Impact — How Returns & Disputes Affect Your Earnings
| Deduction Type | Amount Deducted | When Deducted |
|---|---|---|
| Standard return refund — full | Full purchase price + delivery where applicable | Next payout settlement after refund processed |
| Defective/SNAD refund | Full purchase price + original delivery charge | Next payout settlement |
| Platform-Facilitated Return Label cost | Actual carrier label cost at cost — no markup | Next payout settlement after label issued |
| Chargeback (lost) | Full disputed amount + chargeback admin fee | Next payout settlement after card network determination |
| BPP-funded refund (Vendor non-response) | Full refund amount + USD $5.00 dispute administration surcharge | Next payout settlement |
Payout Reserve: new account reserve (first 90 days): 10% of gross transaction volume. Elevated chargeback rate: up to 20% additional reserve. Food Vendor elevated refund rate (>10% in rolling 90 days): up to 15% additional food category reserve. Reserve balance visible in Seller Dashboard → Payouts → Reserve Balance.
A. Protecting Yourself
Photograph every outgoing order before sealing the package: timestamp the photos, include the order reference number in frame, show complete product and all accessories. This defeats 'empty box' and 'wrong item returned' fraud.
Use tracked shipping on every order: carrier delivery confirmation defeats most 'item not received' fraud.
Require signature on delivery for orders above USD $250.
Photograph returned items within 24 hours of receipt: essential to substantiate depreciation or fraud rejection claims.
Retain all buyer communications: screenshots of pre-sale and pre-return conversations can reveal fraud pattern inconsistencies.
Document your quality control process: factory test reports and pre-dispatch inspection records prove conforming dispatch.
B. Reporting Fraud to AqNova
Report suspected return fraud to trust@aqnova.co — Subject: 'Return Fraud Report — [Order ID] — [Vendor Name].' Provide all photographic and communication evidence. Do not unilaterally refuse a return based on suspicion — submit evidence through the dispute portal. AqNova's Trust & Safety team makes the fraud determination.
A. EV Accessories
Non-installed EV components: standard 30-day return for change of mind if unused and in original packaging.
Installed EV components (battery packs, BMS units, wired components): non-returnable for change of mind. Full defective remedy applies regardless of installation — installation cannot be used to deny a defect remedy.
EV spec mismatch (wrong connector, wrong rated power): significant misdescription. Full refund + original shipping. Must accept return of installed components where defect is a spec mismatch.
Retain IEC 62196, SAE J1772, UL 2594, or applicable national certification documentation for all EV components. Required for defect disputes and regulatory investigations.
Product recall: notify AqNova within 24 hours of any regulatory recall order. Failure within 24 hours: immediate account suspension + regulatory referral.
B. Renewable Energy Products
Solar panels, inverters, mounting systems — before installation: standard 30-day return if unused, uninstalled, in original packaging.
Once permanently installed: non-returnable for change of mind. Defective installed products: honor your stated product and performance warranties.
Performance warranty claims (e.g., '80% output at 25 years'): your listing performance warranty is a contractual commitment. False performance warranties are a significant misdescription.
Retain IEC 61215/61730 (solar), IEC 62619/UL 1703 (batteries) certification documentation. Required for warranty and defect disputes.
Product recall: same 24-hour AqNova notification obligation as EV components.
10.8.17 Contact — Returns & Dispute Support
| AqNova Returns & Dispute Resolution — Vendor Contact Directory VENDOR RETURNS MANAGEMENT: Seller Portal → Returns → Active Returns RETURNS SUPPORT (VENDOR QUERIES): vendors@aqnova.co Subject: 'Return Query — [Return ID] — [Vendor Name]' DISPUTE RESPONSE PORTAL: Seller Portal → Disputes → [Dispute ID] DISPUTE SUPPORT: vendors@aqnova.co Subject: 'Dispute — [Dispute ID] — [Vendor Name]' BPP APPEAL (VENDOR): buyers@aqnova.co Subject: 'BPP Appeal — [Dispute ID] — [Vendor Name]' CHARGEBACK EVIDENCE SUBMISSION: Seller Portal → Disputes → [Chargeback ID] CHARGEBACK SUPPORT: vendors@aqnova.co Subject: 'Chargeback — [Transaction ID] — [Vendor Name]' FOOD SAFETY REPORTS — ALL VENDORS — URGENT: safety@aqnova.co Subject: 'FOOD SAFETY — URGENT — [Order ID] — [Vendor Name]' ALLERGEN MISDESCRIPTION — EMERGENCY: safety@aqnova.co Subject: 'ALLERGEN EMERGENCY — [Product Name] — [Vendor Name]' 2-HOUR RESPONSE PROTOCOL RETURN FRAUD REPORT: trust@aqnova.co Subject: 'Return Fraud Report — [Order ID] — [Vendor Name]' EV / RENEWABLE PRODUCT RECALL — MANDATORY: compliance@aqnova.co Subject: 'PRODUCT RECALL — [Product Name] — [Authority] — [Vendor Name]' 24-HOUR NOTIFICATION DEADLINE EU / UK P2B COMPLAINT: p2b@aqnova.co P2B MEDIATORS: aqnova.co/p2b-mediators COUNTERFEIT / AUTHENTICITY: compliance@aqnova.co PAYOUT / RESERVE QUERIES: tax@aqnova.co LEGAL NOTICES: legal@aqnova.com KEY PORTAL LINKS: Active Returns: vendors.aqnova.co/returns Active Disputes: vendors.aqnova.co/disputes Payout & Reserve: vendors.aqnova.co/payouts Consumer Returns Policy: aqnova.co/legal/returns (Section 3.2) Buyer Protection: aqnova.co/buyer-protection P2B Complaints: aqnova.co/p2b-complaints FOOD SAFETY AUTHORITIES (for recall cooperation): US FDA: fda.gov/safety/report-problem-fda | 1-800-FDA-1088 EU RASFF: ec.europa.eu/food/safety/rasff UK FSA: food.gov.uk Canada CFIA: inspection.canada.ca Australia FSANZ:foodstandards.gov.au India FSSAI: fssai.gov.in | 1800 112 100 Nigeria NAFDAC: nafdac.gov.ng | 0800-162-3322 Brazil ANVISA: anvisa.gov.br Saudi SFDA: sfda.gov.sa China SAMR: samr.gov.cn REGISTERED OFFICE: Arivon Holding Corporation | 2571 Saturn Avenue, Unit #265, Huntington Park, CA 90255, USA EIN: 41-3210066 | CA File No: B20250418195 | D-U-N-S: 142957477 Nigeria — Sahara Eagle Ltd: Reg: 1957145 | Tax ID: 31052811-0001 | NEPC: 0030281 |
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AqNova Marketplace | Section 10.8: Returns, Refunds & Dispute Resolution | Version 1.0 | April 7, 2026
© 2026 Arivon Holding Corporation. All rights reserved. Operated by Arivon Holding Corporation | Huntington Park, CA 90255, USA
CONSUMER STATUTORY RIGHTS ARE NOT LIMITED BY THIS GUIDE.
This Guide supplements Section 3.2 (Returns, Refunds & Exchanges Policy — consumer-facing) and the Seller Agreement (Section 1.3). In the event of conflict, the Seller Agreement governs.