When can I use buyer protection?

Buyer protection exists to protect you if something goes wrong with a purchase, for example if the item is not delivered or does not match the description. If you have a valid reason according to the information below you should start a case.

It is important to know when it is right to do so, since buyer protection is not a right of withdrawal and no compensation is given for defects that are already visible in the ad or in the pictures.

Valid reasons for a case

• Wrong item or description: You have received an item that is completely different from what was stated in the ad, for example another model or a defect that was not mentioned. Read more about what counts as a wrongly described item.

• Item never delivered: The seller has not sent the item even though payment has been made and more than 7 days have passed.

• Damaged shipment: The item arrived in damaged condition due to poor packaging or another reason.

• Counterfeit items: The product received turns out to be a fake or a counterfeit copy.

Invalid reasons for a case

• You changed your mind: If you bought from a private seller there is no right of withdrawal. If you bought from a company, contact them directly instead.

• Slow delivery: As long as the seller can prove that the item has been sent on time and the shipment is on its way.

• Defect shown in the ad: If the condition, pictures or text clearly describe the item’s condition, for example a hole or wear.

• The product does not fit me: If the seller has stated the correct size according to the item but it does not fit as you expected.

• Altered item: No compensation is given if you have changed, used or repaired the item.

Recommendation

If you have buyer protection and a valid problem with your purchase you can start a case.

If the purchase is not covered by buyer protection you can contact the seller directly. The seller has no obligation to compensate you but some still choose to help.