Effective Date: July 1, 2025

At BaloTrade, we operate as a global B2B wholesale and export marketplace. Our return and refund terms are designed specifically for cross-border trade—not retail e-commerce. Buyers and suppliers use BaloTrade to complete business transactions that follow international trade expectations: inspection on delivery, written disputes, and documentation-backed claims.

This policy outlines when returns or refunds may apply, how to file a claim, and what rules protect buyers and sellers during the process.

When Can a Buyer Request a Return or Refund?

We only consider return or refund requests under the following business-specific conditions:

• Damaged goods upon delivery – Items arrive visibly broken, dented, or not usable.

• Incorrect shipment – You received the wrong product, wrong variation (e.g., size, model, color), or incorrect quantity.

• Product does not match the order specification – You received goods that differ significantly from what was agreed on in writing: size, grade, material, finish, packaging, or certifications.

Refunds or returns are not issued simply due to a change of mind, lack of resale demand, or buyer error during the ordering process.

Claim Window: How Long Do You Have?

Buyers must report any issue within 7 calendar days of receiving the goods. The countdown begins from the delivery date shown in the shipping or courier documents.

If you fail to submit a claim within this timeframe, the order is assumed to be accepted in full. Exceptions are made for goods that carry a written supplier warranty.

How to File a Return or Refund Request

To start a claim, email our support team at support@balotrade.com and include:

• Your BaloTrade Order ID

• Photos or videos clearly showing the issue (damaged product, incorrect label, etc.)

• Copies of any delivery note, bill of lading, or commercial invoice

• A short explanation of what went wrong and what resolution you are requesting (e.g., refund, replacement, reshipment)

Our team will respond within 3 business days and guide you through the review process. In most cases, we’ll coordinate with the seller and help both parties reach a fair outcome.

What Happens After a Claim Is Approved?

Once your case is reviewed and approved, one of the following actions will be taken:

• Replacement shipment of the correct goods at no extra charge (if available)

• Partial or full refund depending on the extent of the issue

• Return of goods — in rare cases, we may ask you to ship the goods back before receiving compensation

All BaloTrade transactions are processed through a secure Escrow Payment System, which protects buyers from fraud and holds payments until both sides are satisfied.

How Refunds Are Issued

If a refund is approved, funds will be processed within 5–10 business days through the original payment method. Please note:

• Processing times may vary depending on your payment provider, especially for international banks or local payment channels

• Refunds are subject to verification of submitted evidence and seller cooperation

• You’ll receive a confirmation email once the refund is released

Special Clause: Orders Below $500

For any orders valued at $500 or less, where the issue involves order cancellation, delivery delay, product rejection, or return, refunds will not be sent back to your card, bank account, PayPal, or payment provider.

Instead, the approved refund amount will be credited to your BaloTrade wallet account, where you can reuse it to place another order on the platform.

This policy helps reduce banking fees, international transaction delays, and dispute cycles for low-value trade orders. Wallet funds never expire and can be used across all product categories and suppliers on BaloTrade.

What Products Cannot Be Returned?

Some product types are excluded from return or refund unless there's clear evidence of damage or misrepresentation:

• Customized or made-to-order products, including OEM or private-label items

• Perishable items like fresh produce, frozen foods, or temperature-sensitive pharmaceuticals

• Products labeled "non-returnable" or "final sale" by the supplier at time of purchase

• Used or modified items, or any goods stored improperly after delivery

Please make sure you understand product eligibility before placing a large or custom order.

Delivery Inspection Is Your Responsibility

Buyers are strongly advised to inspect shipments immediately upon delivery. If goods arrive in damaged condition, don’t wait. Report the issue and take photos before use, storage, or resale.

Whenever possible, inspect the shipment while the courier is still present. Keep all packaging, labels, and shipping documentation as evidence.

What Happens in a Dispute?

If there's disagreement between buyer and seller, BaloTrade acts as a neutral dispute resolution facilitator. We will review:

• Order records, chat logs, and transaction receipts

• Proof submitted by both parties

• Delivery timelines, specification documents, and any third-party inspection reports

If both parties hold partial responsibility, we may suggest a mutual resolution, such as a shared refund or store credit.

Legal Compliance

This policy complies with international B2B trade practices and is governed by applicable laws within the jurisdiction of BaloTrade Global Ltd (Nigeria). It does not override legally enforced consumer rights where such laws apply in a buyer or seller’s region.

Why This Policy Matters

B2B orders involve suppliers, logistics, customs, and resellers. They’re not as simple as clicking a return button. That’s why BaloTrade takes a case-by-case, documented approach that protects both sides.

We’re here to help honest buyers avoid loss—and to protect sellers from fraudulent or unjustified claims.

Need help or want to file a complaint?
Email: support@balotrade.com — We’re here 24/7, every day of the year.