EdekiHub Buyer Protection Policy and Seller Protection Policy for EdekiHub for Buyers and Sellers on EdekiHub.com .

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🛡️ BUYER PROTECTION POLICY

1. Purpose

The Buyer Protection Policy ensures that customers can shop with confidence by safeguarding transactions against fraud, misrepresentation, non-delivery, and defective goods.

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2. Eligibility

Buyers are eligible for protection when:

• The order is placed and paid through the marketplace platform.
• Communication and transactions remain within the platform.
• Claims are filed within the specified timeframe.
• The buyer complies with all marketplace policies.

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3. Covered Scenarios

3.1 Non-Delivery

The buyer is protected if:

• The item was not delivered within the stated delivery timeframe.
• Tracking information is invalid or shows no movement.
• The seller fails to provide proof of shipment.

Resolution: Full refund including shipping costs.

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3.2 Item Not as Described (INAD)

Covers cases where:

• The product differs significantly from the listing (wrong size, color, model, or specifications).
• The item is counterfeit or not authentic.
• Key features or functionality are missing.

Resolution Options:

• Return for full refund
• Partial refund (if agreed by buyer)
• Replacement item

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3.3 Damaged or Defective Items

Applies when:

• The item arrives broken, faulty, or unusable.
• Damage occurred during shipping.

Resolution Options:

• Replacement
• Repair (if applicable)
• Full or partial refund

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3.4 Unauthorized Transactions

If a buyer’s account is used fraudulently:

• The platform will investigate.
• Refunds may be issued if fraud is confirmed.

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4. Exclusions

Buyer protection does NOT apply if:

• The buyer changes their mind (unless covered by return policy).
• The item matches the description but does not meet expectations.
• The buyer provides incorrect shipping information.
• Transactions occur outside the platform.
• The buyer fails to provide evidence when requested.

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5. Claim Process

Step 1: Contact Seller

• Buyers must first attempt to resolve the issue directly with the seller within 3–5 days of delivery or expected delivery.

Step 2: Open Dispute

• If unresolved, the buyer may open a dispute within:
  • 7–14 days after delivery (for INAD/damaged items)
  • 7 days after estimated delivery date (for non-delivery)

Step 3: Provide Evidence

Buyers must submit:

• Photos/videos of the item
• Packaging images
• Communication records (if applicable)

Step 4: Marketplace Review

• The platform reviews all evidence and makes a decision within 3–10 business days.

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6. Refund Process

• Refunds are issued to the original payment method.
• Processing time: 5–10 business days after approval.
• Shipping fees are refunded only when the seller is at fault.

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7. Return Shipping

• If the seller is at fault → seller bears return shipping cost.
• If the buyer is at fault → buyer bears return cost.
• Both can compromise to share the shipping cost.

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8. Buyer Responsibilities

Buyers must:

• Provide accurate delivery information.
• Inspect items upon delivery.
• Report issues promptly.
• Avoid misuse or fraudulent claims.

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9. Abuse of Policy

The platform reserves the right to:

• Deny claims
• Suspend accounts
• Take legal action in cases of fraud or abuse

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🛡️ SELLER PROTECTION POLICY

1. Purpose

The Seller Protection Policy safeguards sellers from fraudulent claims, unfair disputes, and payment risks while ensuring a fair marketplace.

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2. Eligibility

Sellers qualify for protection when they:

• Ship orders within the stated handling time.
• Provide valid tracking information.
• Accurately describe products.
• Comply with marketplace policies.

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3. Covered Scenarios

3.1 Fraudulent Buyer Claims

Protection applies when:

• A buyer falsely claims non-delivery despite confirmed delivery.
• A buyer submits misleading or manipulated evidence.
• A buyer attempts chargeback fraud.

Resolution: Seller retains payment upon verification.

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3.2 “Item Not Received” (INR) Claims

Sellers are protected if:

• Tracking shows delivery confirmation.
• The item was shipped to the correct address provided by the buyer.

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3.3 Return Abuse

Protection applies when:

• The buyer returns a different item.
• The item is used, altered, or damaged after delivery.
• The buyer fails to return the item but requests a refund.

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3.4 Chargebacks and Payment Disputes

The platform will:

• Represent the seller in disputes with payment providers.
• Provide evidence (tracking, communication logs, etc.) as received from the seller.
• Ensure that the buyer cover losses where seller complied fully with policies.

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4. Exclusions

Seller protection does NOT apply if:

• The item is significantly not as described.
• The seller fails to ship the order.
• Tracking information is invalid or missing.
• The seller violates marketplace rules.

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5. Seller Responsibilities

Sellers must:

• Provide accurate and detailed product listings.
• Ship items within the promised timeframe.
• Use reliable shipping methods with tracking.
• Package items securely.
• Respond to buyer inquiries within 24–48 hours.

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6. Dispute Resolution Process

Step 1: Buyer Complaint

• Buyer initiates contact or dispute.

Step 2: Seller Response

• Seller must respond within 48 hours.

Step 3: Evidence Submission

Sellers must provide:

• Tracking details
• Proof of shipment
• Product listing details
• Communication logs

Step 4: Marketplace Decision

• Final decision issued within 3–10 business days.

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7. Payment Protection

• Funds may be held temporarily during disputes.
• Released to seller if claim is resolved in their favor.
• Refunded to buyer if seller is at fault.

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8. Returns and Refunds

• Sellers must accept returns when:
  • Item is defective
  • Item is not as described
• Sellers may set return policies for non-defective items (subject to platform rules).

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9. Penalties and Enforcement

The platform may:

• Issue warnings
• Suspend listings
• Freeze funds
• Terminate accounts for repeated violations

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10. Performance Monitoring

Seller performance is evaluated based on:

• Order fulfillment rate
• Delivery timeliness
• Customer complaints
• Return rate

Poor performance may lead to reduced visibility or removal from the platform.

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11. Appeals Process

• Sellers may appeal decisions within 5–7 days.
• Additional evidence must be provided.
• Appeals are reviewed by a separate team for fairness.

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12. Policy Abuse

The platform will take strict action against:

• Fake tracking uploads
• Misleading listings
• Collusion or fraudulent activity

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⚖️ GENERAL PRINCIPLES (FOR BOTH BUYERS & SELLERS)

• All decisions are made based on evidence and platform rules.
• The platform acts as a neutral mediator.
• Policies may be updated periodically.
• Continued use of the platform implies agreement with policies.