Shop with total confidence
We verify every product before it ships, and if something's not right, our 48-hour protection window makes it easy to get a fast, fair refund.
100% Guaranteed Protection
If an item arrives significantly different from its listing, we refund your Wallet instantly — no argument required.
48-Hour Protection
Report any issues within 48 hours for priority handling.
Verified Returns
We compare returns against our pre-shipment photos.
When can I return a product?
We protect both buyers and sellers by maintaining high standards.
Significant Difference
The product does not match the photos or description provided.
Damaged/Defective
The item arrived non-functional or damaged during transit.
Wrong Product
You received an item different from what you ordered.
Counterfeit Concern
The item does not meet our authenticity guarantees.
Items not eligible for return
- Perishable goods (Food, Flowers)
- Customized or personalized orders
- Items damaged by misuse AFTER delivery
- Items missing original packaging/tags
How it works
Ordvel manages the entire process from start to finish.
Submit Request
Start the process via your order dashboard within 48 hours of delivery.
Ordvel Verification
Our specialists review your claim and the product's original verification data.
Return Pickup
Once approved, we coordinate a hassle-free pickup from your location.
Instant Refund
Get your refund in your Ordvel Wallet or your original payment method.
Does a refund hurt the seller?
No. Your refund and the seller's payout are handled separately — here's how.
You're refunded right away
Once your return is approved, the refund lands in your Ordvel Wallet or original payment method immediately — it doesn't wait on anything happening seller-side.
The seller's balance isn't touched
Sellers get paid the moment your payment clears, so by the time a refund happens they may already have the money. We never claw it back from their current balance -- instead, the amount is quietly deducted from their next sale before the rest pays out, and they're notified when it happens.
Flexible Refund Options
Ordvel Wallet
Instant refund to your wallet balance. Ready for your next discovery.
Original Method
Refunded back to your card or mobile money. (1-2 business days)
Still have questions about a specific order?
Contact Support