Dispute Resolution Policy

Disputes may arise in situations including:

• Item not received
• Item significantly different from description
• Damaged or defective product
• Payment-related issues

Buyers must submit a dispute request through the platform within the applicable return or complaint window. Requests should include:

• Order number
• Description of the issue
• Supporting photos or documentation

Once a dispute is filed:

• The seller will be notified
• Both parties may communicate through the platform to resolve the issue

Resolution period: up to 3 business days

If the dispute remains unresolved, Khello may intervene. Khello may request:

• Product evidence
• Delivery proof
• Seller response

Khello may make a final determination based on available evidence.

Dispute outcomes may include:

• Full refund to buyer
• Partial refund
• Replacement product
• Return and refund
• Dispute rejected

Where a return is required:

• The buyer may be provided a return shipping method
• The seller may bear return costs depending on fault determination

Khello reserves the right to reject disputes involving fraudulent claims or misuse of return policies.

Accounts abusing the dispute system may be suspended.

Khello’s dispute resolution decision may be considered final for transactions conducted on the platform.

This does not affect the rights of users under applicable consumer protection laws.