How do I make a refund request?

While most issues can be handled successfully through basic open dialogue with us, after all both parties greatly benefit from a favorable business relationship, sometimes certain situations must be escalated into more formal requests.

By opening a dispute, buyers are officially stating they are dissatisfied with some aspects of their orders and want us to take immediate action to remedy the situation.

An Open Dispute is made if:

Goods are not received (confirming date varies by choosing different courier services) after supplier has confirmed order has shipped

Goods are not received in satisfactory condition

By filling out the form provided in this process, buyers can explain the issue with the order and request an exchange, a partial refund, or in rare cases a full refund.

How do I Open a Dispute

You can open a dispute from the 6th days after the seller ships out your products up to the day the order is completed. You can open a dispute by sending an emai to

How Open Dispute Process Works 

After submitting the Open Dispute form, has 15 days to respond and try to reach an agreement with the buyer. If no agreement is reached within the 15-day time period, the dispute automatically be escalated, which will be reviewed and mediated by the Zahuu Dispute Team. (Note: All Open Dispute information will be recorded and saved by the Zahuu Dispute Team in case the dispute be escalated.)

If the buyer doesn’t hear back from Zahuu or feels negotiations are not moving forward, he or she does not have to wait until the 15-day dispute period ends. The buyer may escalate the dispute 3 days or more into the Open Dispute process. 

How to modify the dispute

After you opened a dispute, you can modify your dispute request and try to make an agreement with Zahuu during the dispute time.

Keep in Contact With Us

It is strongly urged that the buyer do his or her best to discuss issues with and negotiate a reasonable solution. It is also recommended that buyers actively keep in communication with during the Open Dispute process. 

How do I request complaint from Dispute Department

In the unfortunate event that buyer and Zahuu can’t reach an agreement during the 15-day Open Dispute time period, the buyer may escalate the dispute. The last step in the process, however, escalates the matter to Zahuu Dispute Team.

By filing a claim, the buyer basically states he or she us unable to reach a fair, reasonable agreement with and requests Zahuu Dispute Team to step in to handle the matter. Reasons to escalate the dispute may vary, but include supplier not responding to buyer requests or refusing to partially refund buyer for an order sent in unsatisfactory condition.