Buyer Protection

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Last updated: [DATE]

Buying from independent Tenants on DzipMart comes with peace of mind. Our Buyer Protection programme backs you up when something goes wrong with a Tenant order or service booking.

What’s covered

You’re covered for Tenant purchases when one of these happens:

Situation What you get
Item never arrived — tracking shows no delivery within 10 business days past expected date Full refund after investigation
Item materially different from the listing (photos, description, size, colour, material, condition) Full refund OR partial refund with Tenant’s agreement
Item damaged in transit — damage visible on delivery; reported within 48 hours with photos Full refund or replacement
Defective item — not working as intended within the return window Full refund or replacement
Unauthorized transaction — charge you didn’t make Full refund after investigation + security review
Service provider no-show — confirmed booking, provider didn’t arrive at scheduled time Full refund

What’s NOT covered

  • Buyer’s remorse (unless Tenant’s return policy allows it — many do, within 7–15 days)
  • Damage caused after delivery (drops, spills, wear)
  • Normal wear and tear
  • Items on the Non-returnable list (see Refund Policy Section 4)
  • Purchases or payments made outside the Platform
  • Chargebacks filed without first using DzipMart dispute resolution

How to file a claim

Step 1 — Contact the Tenant

Most issues resolve here. Use the “Contact seller” link on your order page. Allow 3 business days for a response.

Step 2 — Open a Buyer Protection claim

If the Tenant doesn’t respond, rejects a valid return, or offers an unreasonable resolution:

  1. Email dparabathina@gmail.com with subject: “Buyer Protection — Order [number]”
  2. Include:
    • Order number
    • What happened
    • Photos / video evidence (for damage, wrong item, defects)
    • Tenant’s response (if any)
  3. File within 30 days of delivery (or, for non-delivery, within 30 days of the expected delivery date)

Step 3 — Mediation

  • We review the claim within 3 business days
  • We contact the Tenant to hear their side
  • Typical mediation takes 3–7 business days
  • Decision is made on the evidence; our decision is final for Buyer Protection purposes (you still have any legal rights outside our programme)

Step 4 — Resolution

  • Refund — returned to your original payment method within 5–10 business days of approval
  • Replacement — Tenant ships a replacement at no cost
  • Partial refund — when only part of the order is affected (e.g., 1 of 3 items damaged)
  • Store credit — optional, if you prefer it

Evidence that helps

  • Clear photos of the item AND packaging as received
  • Screenshots of the product page (description, photos, price)
  • Shipping tracking screenshots
  • Messages with the Tenant

What we expect from you

  • Report issues promptly (within 48 hours for damage, within the return window for defects)
  • Act in good faith — no false claims, no duplicate disputes (don’t file both a Buyer Protection claim AND a chargeback with your bank)
  • Cooperate during mediation — answer our questions, provide evidence, stay reachable

Filing fraudulent claims may result in account suspension and loss of Buyer Protection coverage.

Limitations

  • Buyer Protection is offered as a goodwill programme in addition to your legal rights; it doesn’t limit those rights under applicable consumer protection law
  • Maximum recovery through Buyer Protection: the amount you paid for the affected items (shipping included where DzipMart was at fault, excluded otherwise)
  • DzipMart may recover refunded amounts from the Tenant (between us and them — doesn’t affect you)

Contact

dparabathina@gmail.com — subject line “Buyer Protection — Order [number]”