mark8place.com
Understanding Your Return Rights & Refund Process
Mark8place facilitates returns and refunds between Buyers and Vendors. Your return rights depend on your location, the type of product purchased, and the reason for return.
Funds Protected: When you file a return request or dispute within the allowed window, your payment remains in escrow until the issue is resolved. The Vendor does not receive payment until the matter is settled.
Your return rights vary based on your location and the reason for return:
Regardless of location, all Buyers can request returns for:
Tracking shows delivered but you didn't receive it, or no tracking was provided.
Item is materially different from the listing description, photos, or specifications.
Item doesn't work as intended or has manufacturing defects.
Item arrived damaged during shipping. Must report within 48 hours with photos.
You received a different item than what you ordered.
Item is a counterfeit or unauthorized replica of a branded product.
You no longer want the item (non-EU/UK buyers only).
Clothing or shoes don't fit (unless size was misrepresented).
Small differences from photos that don't affect functionality.
Item was damaged by you after delivery.
Your Legal Right: Under EU Consumer Rights Directive and UK Consumer Contracts Regulations, you can cancel most online purchases within 14 days of receiving them — no reason needed.
Go to your order page and click "Request Return" or "Cancel Order". Select "Right of Withdrawal (EU/UK)" as your reason. You can also email the Vendor or contact support@mark8place.com.
The Vendor will provide a return address and any specific instructions. The Platform will confirm your withdrawal request.
Ship the item back within 14 days of notifying the Vendor. Keep proof of postage — you're responsible for the item until it's received.
Refund is processed within 14 days of the Vendor receiving the returned item (or proof of shipment). Refund goes to your original payment method.
The 14-day withdrawal right does not apply to:
Note: Even if an item is exempt from "change of mind" returns, you can still return it if it's faulty, damaged, or not as described.
UK Buyers have additional statutory rights if goods are faulty:
| What's Refunded | Details |
|---|---|
| Item Price | Full purchase price refunded |
| Original Shipping | Standard delivery cost refunded (not express/premium shipping) |
| Return Shipping | You pay return shipping (unless Vendor agrees otherwise or didn't inform you) |
| Refund Method | Same payment method as original purchase |
| Refund Timeline | Within 14 days of receiving returned item or proof of shipment |
| Deductions | May deduct for diminished value if item was used beyond inspection |
To request a return or refund through the Platform, you must file within the dispute window. This is when your payment is still protected in escrow.
Important: Disputes filed after the window closes may not be eligible for Platform mediation. The Vendor may still voluntarily resolve issues, but funds will have been released. EU/UK statutory rights are not affected by these windows.
| Order Type | Dispute Window | Window Starts | Funds Auto-Release |
|---|---|---|---|
| Physical Products | 7 days | Confirmed delivery date | Delivery + 48 hours |
| Physical Products (Damaged) | 48 hours | Delivery completion | Delivery + 48 hours |
| Digital Products | 7 days | Download/access granted | Access + 72 hours |
| Freelance Services | 7 days | Order marked complete | Approval + 24 hours (or 14-day auto) |
| Food & Delivery | 24 hours | Delivery completion | Delivery + 2 hours |
| Local Services | 7 days | Service completion | Service + 24 hours |
| Bookings & Travel | 48 hours | Event/appointment date | Event + 24 hours |
When you file a dispute within the window:
Escrow Protection: Your payment is held securely until you've had time to inspect your order. If something is wrong, file a dispute and your money stays protected.
Log in to mark8place.com and navigate to your order history.
Find the order you want to return and click the appropriate button.
Choose from: Item not received, Not as described, Defective, Damaged, Wrong item, Right of withdrawal (EU/UK), or Other.
Upload photos of damaged items, screenshots of listing discrepancies, or other supporting evidence.
The Vendor will be notified and has 48-72 hours to respond. You'll receive updates via email and in your account.
| Stage | Timeline | What Happens |
|---|---|---|
| Vendor Response | 48-72 hours | Vendor accepts, rejects, or proposes resolution |
| Mutual Agreement | Varies | If both parties agree, return/refund proceeds |
| Platform Escalation | If no agreement | You can escalate to Platform mediation |
| Evidence Review | 3-5 business days | Platform reviews evidence from both parties |
| Decision | Within 10 business days | Binding decision issued (refund, partial, or denial) |
| Refund Processing | 5-10 business days | Refund sent to original payment method |
If your return is approved:
Who Pays Return Shipping? For defective, damaged, or wrong items — the Vendor pays. For "change of mind" returns (EU/UK) — you pay unless the Vendor agrees otherwise.
Refunds are returned to your original payment method:
| Original Payment | Refund Method | Typical Timing |
|---|---|---|
| Credit/Debit Card | Same card | 5-10 business days (bank dependent) |
| PayPal | PayPal balance | 3-5 business days |
| GrabPay / GCash / etc. | Same e-wallet | 1-3 business days |
| Bank Transfer | Same bank account | 5-10 business days |
| Scenario | Vendor Payout |
|---|---|
| No dispute filed, window passes | Released per schedule |
| Buyer clicks "Order Received" | Released immediately |
| Dispute filed within window | Held until resolved |
| Full refund approved | No payout to Vendor |
| Partial refund approved | Partial payout to Vendor |
| Dispute resolved in Vendor's favor | Full payout to Vendor |
Returns for digital products are handled differently:
Service disputes follow a milestone-based approach:
24-Hour Window: Food orders must be reported within 24 hours of delivery. Take photos immediately if there's an issue with your order.
When a Buyer requests a return, you'll receive a notification. You have 48-72 hours to respond with one of these options:
Best Practice: Responding quickly and professionally to return requests improves your seller rating and reduces escalations to Platform mediation.
You can set your own return policy in your Merchant Dashboard, but you must:
Reduce returns by:
EU/UK Buyers: 14 days from delivery (no reason needed) + 14 days to ship it back. Other Regions: Within the dispute window (typically 7 days) for eligible reasons.
If the return is due to Vendor error (wrong item, defective, not as described) — No, Vendor pays. For "change of mind" returns (EU/UK) — Yes, you pay unless the Vendor agrees otherwise.
If the Vendor doesn't respond within 72 hours, you can escalate to Platform mediation. We'll review the case and make a decision.
In some cases (low value items, shipping cost exceeds item value), the Vendor or Platform may approve a refund without requiring return. This is decided case-by-case.
You can still contact the Vendor directly — they may voluntarily resolve the issue. However, since funds have been released, the Platform has limited ability to mediate. EU/UK statutory rights may still apply.
Go to "My Orders" → select the order → view "Refund Status". You'll also receive email updates when the refund is processed.
If you need assistance with a return or refund:
Response Times: Vendors typically respond within 24 hours. Platform support responds within 24-48 hours for general inquiries, or within 24 hours for active disputes.