Options in a buyer protection case

Select the option that best describes the problem with your purchase.

Item not as described

Choose this if you received the item, but it differs significantly from the description or images in the listing.

• The item has damage or defects that were not mentioned in the listing.
• Color, size, model, or material does not match.
• Parts or accessories that were supposed to be included are missing.
• The item does not work as the seller described.

—> Do not choose this if the item was damaged during shipping.

Item damaged during delivery

Choose this if the item was damaged when the package arrived and the damage appears to have occurred during transit.

• The item is crushed, bent, or broken.
• The package is damaged and the item inside has also been damaged.
• Parts have come loose or broken during transit.

—> Keep the packaging and take photos of both the package and the damage.

Item not received

Choose this if you have not received the item.

• Delivery is delayed and the item still has not arrived.
• Tracking has not been updated for a long time.
• The package shows as delivered, but you have not received it.

—> If you received the package but something inside is missing, choose Item not as described instead.

Counterfeit item

Choose this if you received an item that was advertised as genuine, but you suspect it is a copy or counterfeit.

• The logo, labeling, or serial number appears incorrect.
• Materials or details differ clearly from a genuine item.
• You have received information suggesting the item is not genuine.

—> Describe why you suspect the item is a counterfeit and attach clear photos or other information to support your claim.