Escrow & refund policy

1. Which payment option protects you

Only one of the three payment options is protected by SecMart:

2. How escrow works

• You pay the item price plus the escrow fee through our payment partner, Paystack. The seller does not receive the money yet.
• The seller drops the item at your chosen Vault and the agent checks it in.
• You inspect it at the Vault. Your inspection window is 30 minutes from when the agent scans your pickup code.
• If you’re happy, you scan or enter the release code. The item price goes to the seller’s earnings.

3. When you get a refund

For escrow orders you are refunded the full amount you paid, including the escrow fee, when:

• You cancel before the seller drops the item off. Cancel from your order page.
• You win a dispute. If the item isn’t as described, is damaged, is fake, or isn’t what you ordered, open a dispute from your order during the inspection or the warranty period. We review and decide.
• The order never goes ahead, for example the seller never drops the item off and the order is cancelled.

Refunds go back to the original payment method through Paystack. Your bank decides how quickly it shows in your account, which can take a few business days.

4. When you are not refunded

• You released the funds with your release code and the 72-hour warranty has passed with no dispute.
• You paid in cash at a Vault and left the station.
• You paid by direct transfer or in cash outside SecMart.
• You lost the item or changed your mind after accepting it. Inspect carefully before you release the money.
• A dispute was reviewed and decided in the seller’s favour.

5. The 72-hour warranty

After you release the funds, the seller’s earnings are held for 72 hours. During that time you can still report a problem from your order. If you do, the money is frozen and we review it. If we decide for you, the seller’s earnings are reversed and you are refunded. After 72 hours the earnings become withdrawable and the escrow warranty ends.

This warranty protects the escrow payment. It is not a manufacturer’s guarantee on the item itself.

6. What happens in a dispute

• The money stays frozen. Neither side is paid or refunded until we decide.
• We look at the listing and photos, the handoff timeline (including drop-off, check-in and inspection), and what each side tells us.
• We decide in favour of the buyer (full refund) or the seller (the sale stands). Both sides are emailed the outcome.
• A good dispute is specific: say exactly what is wrong and what the listing claimed.

7. For sellers

Escrow protects you as well: you only hand over the item once the buyer’s money is secured, and a buyer can’t reverse a payment after the fact. In return, list honestly and hand over exactly what you described. If a buyer wins a dispute they are refunded and you are not paid for that order. More on payouts in the FAQ and our Terms.

8. Need help with an order?

Start from your order page, where you can cancel or open a dispute. For anything else, email hello@secmartng.com with your order reference.