Refund & dispute policy

Version 1.0 · Effective 30 October 2026 · Last updated 30 October 2026

1. Scope

This policy explains cancellations, returns, refunds and how disputes between buyers and sellers are decided on SecondChance. It forms part of our Terms of Service and Seller Agreement. Nothing in it takes away rights you have under Jordanian law, including the Consumer Protection Law No. 7 of 2017.

2. How payment works, and why it matters for refunds

There are two ways to pay, and they protect your money in different ways:

• CliQ transfer. You transfer the order total to SecondChance’s CliQ alias 00962777710187, with the order number in the transfer note, within 24 hours of ordering. We hold the money. The seller is only paid after you accept the piece, so if something goes wrong we refund you directly.
• Cash on delivery. You inspect the piece at the handover and only then pay the seller in cash. SecondChance never holds that cash. Your strongest protection is not paying until you are satisfied; if a problem appears within the 3-day window afterwards, the seller must refund you, and Section 7 explains what we do if they do not.

Buyer Protection is free on every order, whichever method you choose. Nothing is added to the price at checkout.

3. Cancelling an order

• By the buyer — you can request a cancellation from Your orders at any time before the handover. If you paid by CliQ, you are refunded in full.
• By the seller — only if the piece is no longer available or the buyer agrees. Repeated cancellations restrict a seller’s account.
• Unpaid CliQ orders — if we have not received your transfer within 24 hours, we may cancel the order and put the piece back on sale.
• At the handover — if the piece is clearly not as described when you see it, do not take it and do not pay cash. Tell us from the order and we cancel it. If you paid by CliQ, you are refunded in full.

4. The 3-day return window

The window opens when the handover is confirmed in the order — when you press “I have the piece” or “I have paid and have the piece” — and lasts 3 days. It closes early the moment you accept the piece. Accepting is final: no return is approved after it.

If the 3 days pass without you accepting or opening a return, the piece is treated as accepted.

5. What is covered

We always accept a return when:

• the piece is not authentic;
• it is materially not as described — including damage, stains, alterations or wear that were not disclosed, or a different size, colour or material from the listing;
• it is not the item that was listed; or
• you paid by CliQ and the piece was never handed over.

These are not covered:

• a change of mind, or a fit you did not expect where the listing’s measurements and size were accurate;
• normal wear that matches the condition stated in the listing;
• damage that happened after the handover; and
• anything bought, paid for or handed over outside SecondChance. Paying a seller directly by bank transfer, or completing a sale that started here somewhere else, removes all protection.

6. How to open a return

• Open the order in Your orders and choose “Open a return” before the window closes.
• Say what is wrong and attach clear photographs of the problem — the label, hardware, serial or the damage. The review is based on this evidence, so take them before anything else changes.
• Keep the piece exactly as you received it, with any tags, dust bag, box and receipt it came with.
• We tell the seller and give them 3 days to respond with their own evidence.

7. How refunds are paid

Orders paid by CliQ

Once the return is approved, you hand the piece back to the seller (or to us, if we ask), arranged the same way as the original handover. When the return is confirmed, we refund the full amount you paid, by CliQ or bank transfer to an account in your name, usually within 3 working days. The seller receives no payout for that order.

Orders paid cash on delivery

Once the return is approved, the seller refunds the full cash amount at a return handover, in exchange for the piece. Both of you confirm it in the order. If the seller refuses or does not respond within 3 days of the decision, we:

• suspend their selling account and remove their listings;
• withhold any payouts we are holding for them, or that become due later, and use them to refund you;
• give you a written record of the case and the evidence, which you can use with the authorities or the courts.

Because SecondChance never receives cash payments, we cannot guarantee to refund a cash order from our own funds. If you want the platform to hold your money until you are satisfied, pay by CliQ.

8. How disputes are decided

• Talk first. Most problems are solved in the order thread. Keep conversations there so there is a record.
• Our review. If you cannot agree, our team reviews the listing, the photos and messages from both sides, and anything else relevant. We aim to decide within 7 days of receiving both sides’ evidence.
• Inspection or external authentication. For authenticity disputes we may ask to see the piece, or send it to an independent authenticator. If it is found not to be authentic, the seller pays that cost; if it is found authentic, the person who raised the dispute does.
• The decision. We tell both sides what we decided and why. The outcome can be a full refund, a partial refund that both of you agree to, or no refund.
• Asking us to look again. Either side can send new evidence within 7 days of the decision and we will reconsider it once.

Our decision settles the case on the platform. It does not stop either of you going to the competent courts in Amman, and it does not limit any right you have under Jordanian law.

9. Misuse

Opening returns with false claims, swapping the item returned, or repeatedly returning pieces in bad faith can lead to the return being refused and the account being suspended. Sellers who sell counterfeits are removed from the platform, as set out in our Authentication Policy.

10. Contact

For an order, use the message thread in the order — it reaches us with all the details attached. For anything else: secondchancejo.co@gmail.com. We reply within one working day, Sunday to Thursday.