Buyer Protection
How long does buyer protection last and how can I initiate a return/refund?
It lasts 15 days from the moment you confirm receipt of your item.Any item with the "Buyer Protection" label on its detail page is covered, with the exception of:
• Items you've damaged yourself
• Personalized or custom-made items
• Items not eligible for return due to hygiene or health reasons.
Learn more about these exceptions here .
If there's a problem with your item, follow these steps:
• Items you've damaged yourself
• Personalized or custom-made items
• Items not eligible for return due to hygiene or health reasons.
Learn more about these exceptions here .
If there's a problem with your item, follow these steps:
Contact the sellerLet the seller know what the problem is and upload any supporting information you need (images, screenshots, etc.) to help you reach a satisfactory solution with them.
Make a return/refund requestIf you can't reach an agreement or get a response, go to Account > Orders, find the order in question, and submit a refund only or return and refund request.
Get your refundChoose the reason for your return/refund from the list provided, upload the necessary supporting information (photos, videos, etc.) and submit your request. You can regularly check the Returns/Refunds tab in Orders to see the progress of your request.
If an item needs to be refunded, who pays the cost?
• If you decide to return an item due to a change of mind, then it will be up to you to cover the cost of return.
- If an item is faulty, doesn't arrive as described, or is the wrong item, then it will be up to the seller to cover the cost of return.
- If an item is faulty, doesn't arrive as described, or is the wrong item, then it will be up to the seller to cover the cost of return.
When will I receive my refund?
- Refunds may take 1-10 days to arrive depending on your original payment method
- Any applicable refund can be sent back to your original payment method
-For full details, go to Buyer Protection and Terms & Conditions .
- Any applicable refund can be sent back to your original payment method
-For full details, go to Buyer Protection and Terms & Conditions .
What other scenarios are covered by Buyer Protection?
There are two other situations where you can use and benefit from the Buyer Protection service:
1 - When sellers break their promises, whether related to:
● transaction or after-sales services, such as failure to track your order as promised or as required by any relevant law or regulation.
● or logistics and delivery services, such as asking you to pay additional shipping costs after your order has been placed, or not sending your order using the agreed shipping method and/or route, logistics services, express delivery companies, etc.
2 - When there is a case of unacceptable behavior by sellers that may affect your rights as a buyer, and/or the use of abusive language during any communication with you.
* If you experience any of the above issues please contact our Help Center.
1 - When sellers break their promises, whether related to:
● transaction or after-sales services, such as failure to track your order as promised or as required by any relevant law or regulation.
● or logistics and delivery services, such as asking you to pay additional shipping costs after your order has been placed, or not sending your order using the agreed shipping method and/or route, logistics services, express delivery companies, etc.
2 - When there is a case of unacceptable behavior by sellers that may affect your rights as a buyer, and/or the use of abusive language during any communication with you.
* If you experience any of the above issues please contact our Help Center.
Some exceptions to note
In certain countries, stores must comply with other relevant legal requirements (warranty, returns, etc.) that may apply depending on your location as a buyer.For example, in most EU countries you generally have a 2-year legal guarantee of conformity and a 14-day right of return. More information here: Legal rights of EU consumers .In Brazil, you will generally have a legal guarantee of conformity of 30 days (non-durable goods) or 90 days (durable goods). In addition, you will have a 7-day right of withdrawal, as established by Brazilian consumer law.
