Returns & Refunds

1. Escrow protection on every order

When you pay for an order, Plasi holds your payment in escrow — the seller is not paid until the order is delivered and the return window has passed. This protects both sides: buyers only release funds for what they receive, and sellers are guaranteed payment for delivered goods.

2. The return window

After an order is marked delivered, you have 14 days to confirm receipt or open a return. If you take no action within 14 days, the funds are released to the seller automatically. Confirming receipt early releases the funds immediately.

3. Requesting a return

To start a return, open the order and choose Request a return within the window, giving a reason (e.g. damaged, not as described, wrong item). While a return is open, the seller's funds stay held in escrow and cannot be released.

• The seller reviews and accepts the return, or it is auto-accepted if the seller does not respond in time.
• Return shipping for a valid return (damaged, defective, or not-as-described item) is the seller's responsibility.
• Once the item is delivered back to the seller and the return is accepted, your refund is issued from the held escrow.

4. Refunds

Refunds are returned to your original payment method. Because funds are held in escrow, an accepted refund on a held order is returned in full to the buyer. Partial refunds (for example a negotiated adjustment) are netted from the seller's payout. Refund timing depends on your bank or card issuer after Plasi issues it.

5. Disputes & chargebacks

If you and the seller cannot resolve an issue, contact support and we will review the order, its escrow state, and the return record. A payment-network chargeback is also honored: the disputed amount is recovered from the seller's balance, so a chargeback is never paid twice.

6. Non-returnable items & seller terms

Some sellers set specific trade terms (minimum order quantities, made-to-order or custom goods, sample policies) shown on their storefront and at checkout. Custom or perishable goods may be non-returnable where the law allows; the seller's stated terms and applicable consumer-protection law govern.