Dreamsmith
Obsidia

Dispute & Buyer Protection

Effective Date: February 11, 2026

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
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