Dispute & Buyer Protection

Every order on Obsidia is eligible for dispute resolution. US domestic shipping only.

Dispute-Eligible Issues

Item Not Received

Your tracking shows the package was not delivered by the expected date, or there is a delivery issue confirmed by carrier records.

Wrong Item / Wrong Size

The item received does not match the listing — wrong fragrance, incorrect size (e.g., ordered 10ml, received 5ml), or wrong variant/concentration.

Leakage / Damage in Transit

The item arrived with material leakage or visible damage caused during shipping.

Not Eligible for Disputes

• Scent strength or longevity — "Smells weak" or "doesn't last"
• Batch variations — Fragrances may vary between batches
• "Smells different than expected" — Personal perception varies
• Personal preference — "I don't like it"
• Allergic reactions — We cannot verify or adjudicate these claims
• Any claim without required evidence

We do not arbitrate "smell disputes."

Evidence by Dispute Type

Item Not Received

Required: Screenshot of tracking showing delivery status. Include tracking number and expected delivery date.

Wrong Item / Wrong Size

Required: Photos showing the item received vs. what was listed.
Optional: Unboxing video (strengthens your case).

Leakage / Damage

Required: Photos showing the damage or leakage.
Optional: Unboxing video (strengthens your case).

How Disputes Work

• Your payment is held by the platform until the inspection window closes (this is a payment hold, not escrow)
• After marking delivery, you have 24 hours to inspect your items and file a dispute
• Our team reviews evidence against the listing and our policies. We make objective decisions only
• Approved: Refund issued for affected items. Seller receives a strike
• Denied: Funds released to seller

Authenticity Photos

• Sellers can provide authenticity photos (front, back, bottom, under-cap, valve stem, video) for their listings
• Listings with authenticity photos display an "Authentic" badge
• Authenticity photos are a trust signal — they do not affect dispute eligibility or outcomes

Seller Strikes

• All approved disputes result in a seller strike
• Strikes accumulate and may lead to account suspension or ban
• Strikes apply regardless of whether authenticity photos were provided

Seller Response

• Sellers are notified when a dispute is opened and have a timed window to respond
• Sellers may submit counter-evidence (photos, video) and a written statement
• If the seller does not respond before the deadline, the dispute proceeds without their input
• Admin reviews both sides and makes a final decision — all dispute resolutions are final

Important Notes

• US domestic shipping only
• For Wrong Item/Leakage disputes, select which items are affected — only those are refunded
• Only one dispute can be opened per order
• Disputes must be opened within 24 hours of delivery confirmation
• Evidence must be submitted at time of opening
• All decisions are based on documented evidence only
• False disputes may result in warning, suspension, or ban