Disputes and returns
Version 2026-10-02. In force from 2026-10-02.
In short
- Until the item is handed over, the order can be cancelled. After handover, problems are handled through “There’s a problem”.
- Once a problem is reported, the money is held. The other side has 48 hours to respond, then Soundium decides.
- Disputes are handled by the Soundium team, which explains the decision to both sides. A person always decides about money. An automated tool (an AI assistant) supervised by a person may write and ask questions in the case and propose a decision.
- Possible outcomes: full refund, partial refund, return the item for a refund, or pay the seller.
1. Cancelling before handover
| Who | When they can cancel |
|---|---|
| Either side | While the agreed price hasn't been paid yet |
| Seller | A paid order — until handover or shipping |
| Buyer | A paid order — until the seller has created the DPD label. If the seller ships themselves, within 12 hours of payment |
| Buyer, later | Can ask to cancel; the seller agrees or refuses. If the seller doesn't reply within 24 hours, the order goes ahead |
You need to give a reason when cancelling. On cancellation the card reservation is released — the buyer pays nothing. Once 6 days have passed since payment, an unshipped order is cancelled automatically; in the last 6 hours it can no longer be shipped.
2. Who can report a problem, and when
- Buyer: from payment until the money is paid to the seller and for 48 hours after that. After the payout — once per order; if a dispute on the order has already been resolved, you can no longer report after the payout.
- Seller: only after handover or shipping (e.g. the buyer doesn't collect the parcel or acts dishonestly). Before handover the seller can cancel or send Soundium a question.
- Only one dispute per order can be open at a time.
- If you just want to ask Soundium something, choose “Question to Soundium” — the money isn't held.
3. Reasons and evidence
Reasons: not received (buyer only), not as described, damaged, wrong item, other (description needed).
Evidence is added by the person reporting the problem, when they fill in the report: at least 1 photo (except for “not received”), up to 10 files in total. Photos up to 10 MB each, one video up to 50 MB and 60 seconds. It helps to photograph the packaging, the shipping label and the defect; if the item doesn't work — film it.
Evidence is seen only by the parties to the dispute and Soundium.
4. How it works
- Once a problem is reported, the order becomes a dispute and the automatic payout stops.
- The other side can reply in writing in the dispute chat within 48 hours. Once they respond, or after 48 hours, Soundium takes over the dispute.
- Soundium may ask both sides for more information. Everything happens in the case chat.
- Soundium makes a decision and writes down the reasons. Both sides get an email.
5. Decisions
| Decision | What happens |
|---|---|
| Refund | The buyer gets back everything they paid: the item price, shipping and the protection fee |
| Partial refund | The buyer gets back part of the item price (the buyer can ask for no more than the item price; if the seller shipped themselves, Soundium may also refund their shipping). The protection fee and DPD shipping paid through Market are not refunded. The seller is paid the item price and their own shipping, minus the refunded part |
| Return the item | The buyer returns the item, the money is refunded once the item is received (section 6). Only possible while the money hasn't been paid to the seller yet |
| Pay the seller | The money is paid to the seller |
If the card reservation has already expired (7 days after payment, when the money hadn't been taken yet), only a refund to the buyer is possible. Once the money has been paid to the seller, a full or partial refund is possible, but not returning the item.
6. Returning the item
- Soundium decides that the item is to be returned (only while the money hasn't been paid to the seller yet).
- The seller writes the return address or parcel locker in the case.
- The buyer ships the item and enters the tracking number in the case.
- Once the seller receives it, they tap “I got the item back”, and the buyer is refunded.
Who pays for the return shipment is stated by Soundium in the decision.
7. Refunds
We refund to the same card right after the decision. Your bank shows the money within 5–10 business days. You'll get a credit note by email.
8. If you disagree with the decision
Write to market@soundium.com within 6 months of the decision. A person on the Soundium team will review the decision again and reply with reasons. More — Reports and complaints. Consumers can also contact the Lithuanian State Consumer Rights Protection Authority or go to court.