Refund and Dispute Policy
Intermediary Clause
Sphere acts as a technological intermediary that facilitates the platform for the connection between buyers and sellers. Sphere is not part of the purchase agreement nor does it manage the goods, store inventory, or sell products itself. Sphere does not participate in delivery, packaging, or product conformity. All aspects related to the transaction are the seller's responsibility. Sphere may retain the payment until the product is delivered via the Ziina gateway and release it to the seller once the delivery is confirmed.Refunds
In the event that the buyer requests a refund, the request must be submitted within 14 natural days following the receipt of the product. The buyer must provide evidence that the product does not meet the specifications or is not in conformity with the agreement. Sphere is not responsible for the return of the product or the shipping cost associated with the refund.Disputes
A dispute is opened when one of the parties (buyer or seller) is not satisfied with the transaction. To initiate a dispute, the affected party must notify Sphere via legal@cc-sphere.com within 14 natural days following the receipt of the product. Sphere will act as a mediator, without being a party or a binding arbitrator.Proof that each party must provide
- The buyer must provide proof that the product is not in conformity with the agreement, such as photos, videos, or testimonials.
- The seller must provide proof that the product was delivered in conformity with the agreement, such as shipping confirmation, photos of the product, and testimonials.
Response Timeframes
Sphere must resolve the dispute within 30 natural days following the notification. If either party does not accept the resolution, they may request escalation of the dispute to an external dispute resolution body.Possible Resolutions
Sphere may resolve the dispute with the following options:- Full refund of the payment.
- Partial refund of the payment.
- Dismissal of the dispute.
Effect of the dispute on the seller's payout
The seller's payout will be processed according to Sphere's resolution. If it is determined that the seller did not fulfill the agreement, the payment may be withheld or adjusted according to the resolution. If it is determined that the buyer did not fulfill the agreement, the seller may receive the full payment.Escalation of the dispute
If either party does not accept Sphere's resolution, they may request escalation of the dispute to an external dispute resolution body, in accordance with the regulations of the free zone Ras Al Khaimah Economic Zone Authority (RAKEZ) and the federal laws of United Arab Emirates.Provider identification
This document is published by the company that owns and operates the Sphere platform.
| Company name | C and C Global Commerce FZ-LLC |
|---|---|
| Legal form | Free Zone Limited Liability Company (FZ-LLC) |
| Registration authority | Ras Al Khaimah Economic Zone Authority (RAKEZ) |
| Registration number | 0000004068307 |
| E-commerce licence | 45030003 |
| Commercial licence | 5033181 |
| Licensed activities | Products and Services E-Trading; Perfumes & Cosmetics Trading; Wholesale of Fresh Foodstuff Trading |
| Registered office | JT030127, Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates |
| Licence validity | 2025-05-26 — 2027-05-25 |
| Legal contact | legal@cc-sphere.com |
The licences can be verified on the RAKEZ portal by entering the document reference number.
Sphere operates under a pure consignment model: it acts solely as an intermediary and the seller retains possession of the goods at all times.