Refund & Cancellation Policy

• Before Production/Dispatch: Orders may be cancelled without penalty if the supplier has not yet commenced production or dispatched goods. Contact support within 24 hours of placing the order.
• After Production Commenced: Cancellations after production has begun may incur a partial charge covering material and labour costs incurred by the supplier.
• After Dispatch: Orders cannot be cancelled once goods have been dispatched. You may initiate a return/refund request upon receipt if the goods do not meet agreed specifications.
• Custom/Made-to-Order Products: Cancellations are not accepted once production has commenced for custom or bespoke orders.

You are eligible for a full or partial refund in the following circumstances:

• Goods not delivered within the agreed timeframe and supplier cannot provide proof of dispatch
• Goods received are significantly different from the agreed product description or samples
• Goods arrive damaged due to improper packaging (photographic evidence required within 7 days of receipt)
• Supplier fails to fulfil the order after payment has been made
• Duplicate payment made due to a technical error on our platform

1. Raise a dispute or refund request via your Buyer Dashboard within 7 days of the issue arising
2. Provide supporting evidence (photos, communication records, delivery proof)
3. SA Global Bridge will review the claim within 5–7 business days
4. If the claim is upheld, the refund will be processed from the escrow account
5. Refunds are credited to your original payment method within 7–14 business days

• Change of mind after goods have been dispatched
• Minor variations in colour, texture, or natural product characteristics that are within acceptable trade tolerances
• Damage caused by improper handling or storage after delivery
• Disputes raised after the 7-day inspection window has passed
• Platform service fees and transaction charges

In cases where only a portion of the order is affected (e.g., partial damage or partial non-delivery), a partial refund proportionate to the affected quantity will be processed after mutual agreement or dispute resolution.

Sample orders are non-refundable once dispatched, unless the sample received is materially different from what was agreed. Raise a dispute within 7 days of receipt with photographic evidence.

• If a buyer cancels before production commences, no payment will be released to you and the escrow will be refunded to the buyer.
• If a buyer cancels after you have commenced production, you are entitled to claim documented costs (materials, labour) from the escrow. Submit cost evidence to SA Global Bridge within 48 hours of the cancellation notice.
• If a buyer cancels after dispatch, the goods are considered delivered and payment will be released upon confirmed receipt, subject to dispute resolution.

• If you are unable to fulfil an accepted order, you must notify SA Global Bridge and the buyer immediately.
• Supplier-initiated cancellations after order acceptance may result in a penalty deducted from your account balance or future payments.
• Repeated cancellations may result in suspension or removal from the platform.
• The buyer will receive a full refund from escrow for supplier-initiated cancellations.

Refunds may be deducted from your escrow balance or future payments in the following cases:

• Goods delivered are significantly different from the agreed specifications
• Goods delivered are damaged due to improper packaging by the supplier
• Non-delivery of goods within the agreed timeframe without valid reason
• Fraudulent or misrepresented product listings

All refund disputes are handled through SA Global Bridge's dispute resolution process. You will be given an opportunity to present evidence and respond to buyer claims. Decisions made by SA Global Bridge after review are final and binding.

• Payments are held in escrow until the buyer confirms receipt and satisfaction, or the 7-day inspection window expires without a dispute.
• Once released, payments are disbursed to your registered bank account within 3–5 business days.
• Platform commission and applicable taxes are deducted before disbursement.

Platform service fees and transaction charges are non-refundable once an order has been processed, regardless of the outcome of any dispute.