Return & Refund Policy

Return & Refund Policy

Last Updated: 01/07/2027

This Return & Refund Policy explains how cancellations, returns, refunds, replacements, and exchanges work on JubaSquare.

JubaSquare is a marketplace that connects customers with independent sellers, shops, restaurants, wholesalers, and service providers. Products are sold by the seller, not directly by JubaSquare, unless clearly stated otherwise.

Important: Refunds, replacements, exchanges, and return approvals are the responsibility of the seller. JubaSquare may help customers and sellers communicate, review complaints, and support the process, but the seller is responsible for approving and providing the refund, replacement, or exchange.

JubaSquare currently uses Cash on Delivery. This means customers usually pay when the order is delivered.

Delivery is normally handled by the seller, shop, restaurant, wholesaler, or service provider responsible for the order.

How Return and Refund Requests Work

1. Report the issue: Contact JubaSquare support or the seller as soon as possible after delivery.
2. Send order details: Provide your order number, photos or videos, proof of cash payment if available, and a clear explanation of the issue.
3. Seller review: The seller reviews the order, product condition, delivery details, and complaint information.
4. Decision: The seller decides whether to provide a refund, replacement, exchange, or rejection based on the case.

1. Order Cancellation

Customers may request to cancel an order before it is prepared, packed, dispatched, or delivered.

If the order has already been prepared, packed, dispatched, or delivered, cancellation may not be possible and delivery fees may still apply.

For food orders, cancellation may not be accepted once the restaurant has started preparing the order.

2. Cash on Delivery

Customers pay for the order at the time of delivery, unless another payment method is clearly offered.

Customers should check the order at delivery where possible before making payment. If the order is clearly wrong, damaged, missing items, expired, unsafe, or not as described, the customer should report the issue immediately.

If the customer accepts the order and pays cash, any later refund request must be reviewed and handled by the seller.

3. Seller Delivery

Delivery is normally handled by the seller, shop, restaurant, wholesaler, or service provider responsible for the order.

Delivery fees are normally set by the seller or shown on the order before confirmation.

Delivery times are estimates only and may be affected by traffic, weather, product availability, seller preparation time, customer location, customer availability, security conditions, or other issues outside JubaSquare’s control.

If the customer is unavailable, refuses delivery without a valid reason, or provides incorrect delivery details, delivery fees may still apply.

4. Items Eligible for Return or Seller Review

A product may be eligible for return, refund, replacement, or exchange by the seller if:

• The wrong item was delivered.
• The item arrived damaged.
• The item is expired.
• The item is unsafe or clearly defective.
• The item is not as described.
• Part of the order is missing.
• The issue was caused by the seller, seller delivery staff, or seller fulfillment process.

5. Items Not Usually Returnable

The following items may not be returnable unless they are damaged, expired, incorrect, unsafe, or not as described:

• Food and restaurant orders.
• Fresh groceries and perishable items.
• Opened personal care or hygiene products.
• Custom or special-order items.
• Items damaged after delivery.
• Products without original packaging, where packaging is required.
• Used products, unless covered by seller warranty.

6. Return Conditions

Returned items must be in the same condition received, with original packaging, accessories, manuals, tags, and receipts where applicable.

The seller may reject a return if the item has been used, damaged, altered, opened where not allowed, or is missing important parts.

7. Refund Responsibility

Refunds are handled by the seller. If a refund is approved, the seller is responsible for returning the money to the customer or providing an agreed replacement or exchange.

Because JubaSquare currently uses Cash on Delivery, JubaSquare does not normally hold customer payment. This means JubaSquare may not be able to directly issue a refund unless JubaSquare collected or controls the payment for that specific order.

JubaSquare may help review complaints, contact the seller, and support the resolution process. However, the seller remains responsible for refund approval and payment.

8. Delivery Fees

Delivery fees may not be refundable if the seller completed delivery correctly.

If the issue was caused by the seller, seller delivery staff, or seller fulfillment process, the seller may decide whether the delivery fee should be refunded.

9. Exchanges and Replacements

Where possible, the seller may offer a replacement or exchange instead of a cash refund.

If the replacement item is unavailable, the seller may approve a refund or another solution.

10. Damaged, Missing, or Incorrect Orders

If your order arrives damaged, missing items, or incorrect, contact JubaSquare support or the seller immediately and provide:

• Order number.
• Clear photos or videos.
• Description of the issue.
• Delivery details.
• Proof of cash payment, if available.

11. Food and Restaurant Orders

Food orders are handled carefully because they are perishable.

Refunds or replacements for food orders may be approved by the restaurant or seller if:

• The wrong food was delivered.
• The order was missing items.
• The food was damaged or unsafe on arrival.
• The issue was caused by the restaurant, seller delivery staff, or seller fulfillment process.

Taste preference alone may not qualify for a refund.

12. Seller Responsibility

Sellers are responsible for providing accurate products, safe packaging, correct pricing, honest descriptions, proper order preparation, delivery, delivery fees, returns, refunds, replacements, and exchanges.

If a seller repeatedly causes refund issues, refuses valid complaints, or violates marketplace rules, JubaSquare may warn, suspend, or remove the seller from the platform.

13. JubaSquare Support Role

JubaSquare may help customers and sellers resolve disputes by reviewing order information, messages, photos, videos, delivery details, and seller history.

JubaSquare’s role is to support communication and marketplace trust. Final delivery, refund, replacement, or exchange responsibility belongs to the seller unless JubaSquare directly sold the item, directly delivered the item, or directly collected the payment.

Contact Us

To request help with a return or refund issue, contact JubaSquare support and include your order number, reason for the request, and photos or videos where needed.

Email: ltg-general-trading@hotmail.com