AccVilla Help Center

Refund Policy

AccVilla uses the seller's product information, stated rules or warranty details, and the platform's dispute workflow when an order issue is reviewed.

1. Seller Description, Rules & Warranty

Every seller is responsible for providing clear and accurate product information. Before purchasing, the buyer should read the product description, seller rules, delivery method and any warranty or support period stated on the listing.

Important: If a seller has specified a warranty or support period for a product, an issue should be reported within that stated period. The exact warranty conditions can differ from one seller or product to another.

2. When Can a Buyer Open a Dispute?

A completed order can be disputed only while it is within the allowed dispute window provided by the AccVilla system. If the order is still eligible, the buyer opens the dispute from the order and submits the reason, details and relevant evidence.

The issue should relate to the purchased product/order.
The buyer should provide a clear explanation and supporting evidence where appropriate.
Seller description, rules and any stated warranty period may be considered when reviewing the issue.
Once the dispute window has closed, the normal dispute option may no longer be available for that order.

3. Dispute & Escrow Process

AccVilla keeps the seller's held amount protected while an eligible dispute is being reviewed. The dispute is handled separately from ordinary buyer-seller chat.

Step 1Completed order is within the allowed dispute window.

Step 2Buyer submits the dispute reason, details and evidence.

Step 3Order becomes disputed and the seller's held funds remain frozen.

Step 4Admin reviews the dispute and decides Buyer Refund or Seller Release.

Default escrow: Completed orders normally have a 24-hour escrow hold. If a dispute is opened, the escrow is frozen until the admin decision rather than being released to the seller.

4. Refund Decision

A dispute does not automatically guarantee a refund. After reviewing the order, dispute details, evidence and applicable product/seller information, the admin workflow can result in either a Buyer Refund or Seller Release.

Buyers should check the seller's description, rules and warranty information before purchasing and should raise genuine order issues within the applicable dispute period.

5. How to Request Help

For an order problem, keep the order ID, product name, seller/store name and relevant evidence available. Use the order's dispute/support workflow while the order remains eligible.

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