Every order is protected by escrow
When you pay for an order through Michael Prime Services, your money is held in escrow. The seller is paid only after you confirm that you received the item as described, or automatically 3 days after delivery if you do nothing. Until then, you can ask for your money back.
When you get a full refund
- Item not received: if the order does not arrive, open a dispute from the order. If the seller cannot show delivery, you receive a full refund.
- Item not as described: wrong item, counterfeit, damaged, faulty or missing parts. Open a dispute with photos or video within 3 days of delivery, before you confirm. If it is upheld, you return the item (where asked) and receive a full refund.
- Seller did not ship: if the seller does not ship within 7 days, you can cancel and get a full refund.
- Order cancelled by the seller or for a pricing error: full refund.
Return window
Open a return or refund request within 3 days of delivery, and before you confirm the order. After you confirm delivery the payment is released to the seller and escrow protection ends.
Change of mind
Returns for change of mind are not covered by escrow protection, unless the seller's own return policy (shown in the listing or store) offers them.
How to request a refund
- Open the order in the app or at mpsev.com/app.
- Tap "Open a dispute", choose the reason and add photos or video.
- The seller can refund you directly or reply. Either side can ask Michael Prime Services to decide.
- Our team reviews the order, the chat and the evidence, and decides how the held payment is refunded or released.
How you are refunded
Refunds go to your Michael Prime Services wallet at once, or back to your original payment method, as shown in the order. Return shipping for an upheld dispute is paid by the seller.
Fees
Returns and refunds through a dispute are free. Full details are in the Terms & conditions.