Buyer Protection Policy
Eligibility
Protection applies only where the Buyer followed the approved reFind payment and delivery process, paid the full required amount, did not circumvent the Platform and complied with inspection and evidence requirements.
Protection Window
An eligible claim must be submitted within 48 hours of Confirmed Delivery Time unless mandatory law requires a longer period. Submission does not itself guarantee acceptance.
Eligible Claims
Eligible cases are non-delivery, material mismatch, major undisclosed defect, wrong item, missing material part, or transport damage supported by the condition-verification record.
Excluded Claims
Claims concerning disclosed cosmetic observations, ordinary condition consistent with the listing, Buyer-caused damage or misuse may be excluded from reFind's additional operational Buyer Protection where justified by the evidence and permitted by law. The 48-hour reporting period governs reFind's stated operational reporting process and must not automatically defeat any non-waivable statutory remedy, including rights relating to qualifying defects or non-conforming goods. Each claim is assessed under the applicable category rules, evidence and mandatory law.
Evidence Protocol
A claim should identify the order, relevant Item, nature of the issue and reasonably available supporting photographs, video or delivery records. reFind may compare the approved listing, Seller-provided condition evidence and delivery/inspection records to assess the claim. Return eligibility must also be assessed by product category, distinguishing furniture and bulky Items, eligible smaller décor and accessories, textiles, and hygiene-sensitive goods, without restricting mandatory remedies for defects or non-conformity.
Outcomes
Depending on fault and law, reFind may reject the claim, arrange inspection, repair, partial refund, full refund, return, cancellation, replacement where available, or allocation of costs to the responsible party.
Instant Resolution
Clear, undisputed and system-verifiable cases may be resolved without full escalation, including confirmed non-delivery, seller cancellation after payment, obvious wrong-item delivery or evidenced logistics damage.