Return & Refund Policy
Overview
TradeMall is a B2B marketplace that connects buyers with verified Turkish and MENA suppliers. Orders placed through TradeMall's Trade Assurance program are protected by an escrow-based payment system: payment is held securely by TradeMall until the buyer confirms receipt, or until the automatic release period expires.
Return Window
Buyers have 7 days from the date of shipment to raise a claim regarding an order — including issues with product quality, quantity, or non-delivery. Claims submitted after this window may not be eligible for review.
How to Request a Refund
- Log in to your TradeMall account and locate the relevant order.
- Submit a dispute request, including your order number, a description of the issue, and supporting evidence (photos, inspection reports, etc.).
- The TradeMall support team reviews the claim and may request additional information from either party.
- TradeMall issues a final decision on the dispute, acting as a neutral mediator between buyer and supplier.
Payment Release Timeline
If a buyer does not raise a dispute within 7 days of shipment, the held payment is automatically released to the supplier. If a dispute is raised within this window, payment release is paused until TradeMall reaches a final decision.
Refund Method and Processing Time
Approved refunds are returned to the buyer's original payment method. Processing typically takes 5–10 business days after a decision is issued, in addition to any processing time required by the buyer's bank or payment provider.
Return Costs
Responsibility for return shipping costs (if a physical return is required as part of a dispute resolution) is determined case-by-case based on the nature of the issue and is communicated to both parties as part of the dispute decision.
What Isn't Covered
Orders placed directly with a supplier outside of TradeMall's Trade Assurance program are not covered by this policy and are subject to the terms agreed upon directly between buyer and supplier.
Contact
For questions about a specific order or to raise a dispute, contact TradeMall support through your account dashboard or at support@trademall.net.