Return & Refund Policy

1. Scope

This policy covers products ordered through the Verified Live Platform and delivered by our logistics partner, PostEx. Verified Live generates orders on behalf of independent sellers; we are not the seller or the courier, but we administer the return and refund process described below, since payments are processed through our account.

2. Return Window

You may request a return within 7 days of delivery. Requests submitted after this window will not be accepted. Evidence supporting your request (Section 5) must be submitted within 48 hours of delivery — see Section 5 for how these timelines work together.

3. What Qualifies for a Return

Returns are accepted for:

• Items that arrive damaged or defective
• The wrong item delivered
• An item missing from the order
• Items that arrive materially not as described in the livestream listing

Returns are not accepted for change-of-mind requests at this time. We may expand eligibility in the future as we gather more data on return patterns.

4. Non-Returnable Categories

Given our current focus on women's fashion (lawn/lawn suits), skincare, cosmetics, and electronics, the following are not eligible for return regardless of reason:

• Opened, used, or altered cosmetics and skincare products, for hygiene reasons
• Fashion items with tags removed, worn, washed, or altered from their delivered condition
• Electronics with a broken seal, unless the defect is confirmed at unboxing (see Section 5)

5. How to Request a Return — Evidence Requirements

To protect genuine buyers and sellers from fraudulent claims, every return request must be supported by evidence, and the timelines in this section work together as follows:

• Request window: submit your return request within 7 days of delivery.
• Evidence window: submit your evidence within 48 hours of delivery. Claims made later than 48 hours — even if within the 7-day request window — may be denied for lack of fresh evidence.

Required evidence:

• An unedited, continuous unboxing video, starting before the sealed package is opened and showing the product as received. This is required for any damage, wrong-item, missing-item, or not-as-described claim — requests without this video cannot be processed. For electronics, this unboxing video is the primary evidence for a defect-on-arrival (DOA) claim.
• Photos of the product, packaging, and shipping label, where relevant.

We strongly recommend filming the courier handover and unboxing as a matter of habit, every time you receive a delivery.

6. Return Verification

Once a request is submitted:

• Verified Live and the seller review the video and photo evidence.
• Where a physical return is needed, PostEx will arrange pickup. Packages must be handed back sealed and unaltered wherever possible.
• Verified Live applies a consistent, documented standard — not case-by-case discretion — and may deny a return where the evidence is inconclusive, the video is missing, edited, or appears tampered with, or the returned item does not match the original order — for example, by weight or contents.

7. Confirmed Fraud

Where a return claim is confirmed fraudulent — including, but not limited to, submitting a substituted item in place of the ordered product — Verified Live will deny the claim and may restrict the account under the Account Integrity framework in our Terms and Conditions. This can include revoking Cash on Delivery access and moving the account to prepaid-only, or suspending the account entirely for repeat or severe cases. Verified Live tracks return patterns across all sellers on the Platform, not just a single seller's history, so a flag raised on one order is visible across future orders.

8. Refunds

Prepaid (Swich) orders: Approved refunds are reversed to the original payment method. While Verified Live triggers the reversal promptly on approval, digital wallets (EasyPaisa, JazzCash) and banks may take 3–7 working days to reflect the funds; this delay is outside our control.

Cash on Delivery orders: Where cash was already collected on delivery and a return is later approved, the refund is issued via IBFT to the buyer's verified bank account. To protect against refund fraud, the bank account details you provide are verified (including via OTP confirmation) before the transfer is released. COD orders cancelled before delivery (for example, due to overselling) involve no payment collection, and therefore no refund is owed.

Return shipping: Verified Live/the seller covers return shipping cost where the return is due to a seller-side issue (damage, wrong item, missing item, or materially not as described).

9. How Seller Payouts Work Alongside This Policy

To make sure a return can always be honoured, Verified Live holds a seller's proceeds from an order in an escrow-like safeguard until it has cleared a 7–10 day post-delivery safety buffer, before including it in the seller's next scheduled payout (paid on the 1st and 15th of each month via IBFT). This doesn't change your return window in Section 2 — it's how we make sure funds are available if a refund is needed, and funds are released automatically once the buffer clears.

10. Contact

See our Contact Information page to start a return or refund request.

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