Buyer protection
SellerHubs Assurance
Last updated 20 October 2026
Every order placed and paid on SellerHubs is covered. Your payment is held by the platform — not sent to the manufacturer — until you confirm the goods have arrived. If what arrives is not what you ordered, you raise a dispute from the order page and we settle it with both sides before any money moves.
What is covered
- Goods not received.
- Goods arriving damaged.
- The wrong item, or a specification different from the listing and your order.
- Short quantity against the order and the consignment note.
- Quality not as described on the listing or agreed in the enquiry thread.
How your payment moves
- You pay at checkout. The money is held by SellerHubs; the manufacturer sees the order, not the funds.
- The manufacturer accepts, prepares and dispatches the order, entering the transporter and docket number against it.
- When the goods arrive, you confirm delivery on the order page.
- The payment stays held for a short window after confirmation, then is released to the manufacturer. If you raise a dispute in that window, it stays held until the dispute is settled.
Raising a dispute
Open the order, choose Report a problem, say what went wrong and what you expected. You can do this from the moment the order is dispatched until the held payment is released. Photographs of the goods and the packing, the docket, and weights or counts are the evidence that decides most disputes quickly — keep them.
Raising a dispute freezes the payment. The manufacturer is told at once and may reply to you on the enquiry thread; SellerHubs reviews what both sides provide and writes to both with the decision.
Outcomes
- Refund. The full order value is returned to the payment method you used. The manufacturer receives nothing for the order.
- Release. Where the goods match the order, the held payment is released to the manufacturer and the order is complete.
Every decision is recorded against the order with the reviewer’s note, and both sides can see it.
What is not covered
- Payments made outside SellerHubs — a bank transfer or UPI directly to a manufacturer, however the deal was found.
- Orders already completed: once the held payment has been released, the window has closed.
- A change of mind about goods that match the listing and the order.
- Delivery charges quoted and paid separately to a transporter.
Questions
Write to [email protected] or see contact and grievance officer. How ordering works end to end is on How it works.