Introducing return disputes

We guarantee that a buyer will receive the item he purchased or his payment will be refunded.

We guarantee that a seller will get payment for the item he sold or he will get his item back in the same condition it was shipped.

Valid reasons for returns include:

  1. Item received is not the item that was purchased
  2. Item is not as described in the listed ad
  3. Item has significant flaws that greatly affect usability and that were NOT mentioned in the ad

Invalid reasons for returns include:

  1. Buyer changed his mind
  2. Buyer doesn’t “like” the “color” or some other subjective characteristic of the item that doesn’t impact usability and function
  3. Item doesn’t fit even though the size indicated is accurate

In the event that the reason for return is invalid, a buyer may still return the item WITH SELLER’S APPROVAL. The buyer will be responsible for the shipping costs (2-ways) of the original transaction and the return transaction. In most cases, the shipping cost in 40 AED, but in cases where the item is large, shipping costs will vary.

In the event of a dispute between buyer and seller, Melltoo will arbitrate between the two parties based on the posted ad, in-app communications (chats and comments) and photographic evidence provided by users.


Sellers can dispute the return of their items from buyers. The steps are as follow:

  1. seller requests to dispute return
  2. customer care team will contact buyer via email asking for reason for dispute
  3. buyer has 3 days to reply after email is received
  4. customer care team will contact seller via email to verify claims, seller has 3 days to reply
  5. if necessary, more info will be requested
  6. a decision will be made and funds released within 3 days after all information is collected from both parties

NOTE: If either buyer or seller fails to respect the deadlines, the dispute case will be closed in favor of the other party.

All return claims have to be made within three days or order delivery and BEFORE buyer formally “accepts” the item on the application.

For more information on policies, please read the extended version on Melltoo’s terms and conditions page.



Published by

Sharene Lee

Co-founder of Melltoo, researcher/educator and mother of 5. Follow through is my forte.