Refund & Return Policy
The honest answer first: GTbuy never takes your money, so we cannot issue a refund. Every payment you make lands on the platform you bought through — and that platform holds the refund authority. This page explains how it actually works and how to ask for your money back.
When you top up a balance or pay for an order, the payment goes to the shopping platform. If an item cannot be sourced, fails quality check, or is never shipped, the platform returns the money to your balance or to your original payment method. We can explain the process and help you phrase the request, but the decision is theirs.
Before the item is purchased from the marketplace: cancellation is usually full, including service fees.
After purchase, before shipping: you generally get the item price back; consumable service fees may be retained.
After international shipping has started: the parcel normally has to be intercepted or returned, with the shipping cost deducted.
Open the order in your platform account and use its built-in refund or return button. Attach the quality-check photos or a screenshot of the problem — requests with evidence are settled far faster than descriptions alone.
If the platform's resolution does not match its published policy, escalate once through its official support channel before considering a chargeback: disputes opened too early are frequently rejected and can freeze the account.
Returns to platform balance usually appear within one to two business days. Refunds to a card or wallet depend on the payment provider and typically land in three to ten business days after approval.
Warehouses generally accept returns within a short window after quality-check photos are taken. Once a parcel has left the warehouse, an international return often costs more than the item, so the practical choice is usually a partial refund rather than sending it back.
Some readers use agent services indirectly. In that case your contract is with the reseller, and its own refund policy applies on top of the platform's. Ask the reseller for its policy in writing before paying.
You can reach us through any of the support channels listed on our Contact page, or by email at silkroadsupply12@gmail.com.
Tell us the platform, the order stage and what went wrong; we will point you at the exact clause that applies.
Last updated: September 2026
