Disputes & Refunds Policy

Version 2026-09-21.

How escrow works

Your payment is held by Bolimber, not the seller. It is released when:

1. you confirm delivery, or
2. the automatic release period (14 days after the seller marks the order shipped, unless changed and shown on the order page) ends without a dispute, or
3. a dispute is resolved.

Cancelling

Before the seller ships, buyers and sellers can cancel an order for a full, instant refund to the buyer's wallet.

Opening a dispute

Open a dispute from the order page if the item has not arrived within the shipping estimate plus 7 days, arrived damaged, is materially different from the listing, or is the wrong item. Escrow is frozen while the dispute is open. Try messaging the seller first: most problems are resolved that way.

What we need

Clear photos or video of the item and packaging, the tracking status, and a short description. Sellers get 5 days to respond with their evidence (proof of shipment, photos before dispatch, tracking).

Decisions

Our team decides within 2 business days of receiving both sides' evidence (or after the seller's response window). Outcomes are: full refund to the buyer, full release to the seller, or a partial refund (for example a repair cost). The platform fee applies only to the amount the seller receives. Decisions are final for the purpose of releasing escrow. They do not prevent either party from pursuing legal claims against the other, and they do not affect the statutory rights consumers have against business sellers in the EU, UK or elsewhere.

Returns

Return shipping for a resolved "not as described" dispute is the seller's responsibility unless the decision says otherwise. Business sellers in the EU and UK must honour the statutory 14-day right of withdrawal for distance sales where it applies; buyers can ask the seller directly and open a dispute if the seller refuses.

Refund currency

Refunds are paid in the crypto asset and amount originally held in escrow. We do not compensate for price changes between payment and refund.

Abuse

Fraudulent disputes, false claims or friendly-fraud patterns lead to account suspension.