BUYER PROTECTION AND PRODUCT RETURN POLICY
1. General Provisions
1.1 This policy aims to define the procedures for product returns and buyer protection, applicable to all sellers and buyers using our Platform.
1.2 The Platform is only an intermediary between the buyer and the seller and does not assume responsibility for the quality or delivery of the products but aims to ensure secure payments and proper conduct between sellers and buyers.
2. Buyer Protection and Product Return
2.1 When placing an order through the Platform, the buyer pays for the product immediately; however, the money is held by the Platform until the buyer confirms that the product has been received, is undamaged, and essentially matches the description.
2.2 A fee amounting to 5% of the purchase price specified by the seller is charged to the buyer for the buyer protection service.
2.3 Buyer protection is not insurance or a legal protection service. It is a service offered by the Platform and does not replace the buyer's legal rights or warranties, which can be applied additionally and independently of buyer protection.
2.4 Buyer protection includes the right to a refund if the product is lost or damaged during shipping or if it does not match the description, provided that the following process is adhered to:
2.4.1 Dispute Period: The buyer must inform the Platform of any issues by sending a relevant message within 2 days after the product was delivered. If the buyer fails to report within this 2-day dispute period, the transaction will be completed.
2.4.2 Lost or Damaged Products During Shipping: If the buyer does not receive the product or it is damaged during shipping, they must inform the Platform within the dispute period. After confirming the loss or damage, the full price will be refunded to the buyer through the Platform.
2.4.3 Products Not Matching Description: The received product must match the description and pictures provided by the seller. If it does not, certain steps must be taken:
2.4.3.1 If the seller decides to refund the money, the transaction is canceled, and the full price is refunded to the buyer.
2.4.3.2 If the seller requests the product to be returned, the buyer must choose the method of return shipping and send the product back within 2 days. The buyer covers the return costs unless agreed otherwise. A portion of the price is refunded, excluding all shipping costs and protection fees.
2.4.3.3 If any of the users report a problem to the Platform's customer service team or if the seller takes no action as specified in points 2.4.3.1 and 2.4.3.2 within 14 days from the buyer's report of the issue, the Platform's customer service team will handle the matter. The customer service team will determine if the "product does not match the description," evaluating the information/evidence provided by both the buyer and the seller and may ask users to provide additional information.
2.4.3.4 If the Platform determines that the "product does not match the description," the seller must undertake the actions specified in points 2.4.3.1 and 2.4.3.2 within 2 (two) days. If the seller takes no action within 2 (two) days, the transaction will be canceled and the total price will be refunded to the buyer. If the Platform determines that the product does indeed match the description, the transaction will be finalized, and the purchase price and shipping fee (only if a shipping method other than integrated shipping was used) will be transferred to the seller.
2.4.3.5 In cases where the transaction is canceled without the return of the product, the users may continue to communicate directly about the return of the product, and the Platform will no longer provide assistance/mediate.
2.4.4 Counterfeits. In the event that the buyer claims that the product is counterfeit, the Platform will ask both the buyer and the seller to provide information substantiating their positions within 24 hours of the Platform's request. The Platform may request additional information from either the buyer or seller if it deems necessary. Based on all the relevant information, the Platform will make decisions on a case-by-case basis, and both the buyer and the seller agree to abide by such decisions of the Platform:
2.4.4.1 If there's no reason to doubt the product's authenticity, the transaction will be completed and the purchase price, as well as the shipping fee (only if a shipping method other than integrated shipping was used), will be paid to the seller.
2.4.4.2 If there's not enough information for the Platform to determine whether the product is counterfeit, both the buyer and the seller will be informed that the case is ambiguous and the buyer will be asked to return the product to the seller. The same process as described in the earlier point 2.4.3.2 will apply.
2.4.4.3 If there are clear, objective, and specific signs that the received product is counterfeit, the transaction will be canceled and the buyer can retrieve their money without sending the product back to the seller.
2.4.5 No Refunds. The buyer will not have the right to a refund under buyer protection, and the purchase price and shipping fee (only if a shipping method other than integrated shipping was used) will be paid to the seller, if:
i) According to the described process, the Platform determines that the product is not "Significantly not as described";
ii) The buyer did not report the problem to the Platform within the designated Dispute Initiation Period;
iii) The buyer has in any way damaged, washed, used, tested, or modified the product; or
iv) The buyer has already confirmed that the product meets their expectations;
v) The buyer did not provide sufficient evidence within the period specified by the Platform's customer service team that the product was damaged during shipping (sufficient evidence as required by the rules of the shipping service provider).
2.4.6 Return of Product Sets. If the product to be returned was purchased together with other products from the same seller (as part of a set), the buyer must return all products that make up the set and will be refunded for all the products that make up the set.
2.5 Confirmation of Platform's Role in Returning Money Under Buyer Protection. Users agree to adhere to the money-back process under buyer protection and cooperate with the Platform so that the Platform can make decisions on any issue related to buyer protection, based on objective criteria set out in these Rules. If users resolve the issue among themselves after it has already been referred to the Platform's customer service specialists, they commit to informing the customer service specialists about such resolution.
2.6 General Policy. This policy is of a general nature and does not cover all possible situations. The Platform reserves the right to update this policy at any time.