Zoipler Buyer Protection Policy

Version 2026-07-30 · effective 30 July 2026

1. About Buyer Protection

Zoipler Buyer Protection applies to eligible purchases made from private sellers through the Zoipler checkout.

A Buyer Protection service fee is added to applicable purchases. The fee supports the operation of Zoipler’s payment, support, fraud-prevention and dispute-resolution services.

Zoipler Buyer Protection is not an insurance policy and does not guarantee a refund in every circumstance. Claims are assessed under this policy, the evidence available and Zoipler’s marketplace terms.

2. When Buyer Protection applies

• The purchase was completed and paid for through Zoipler.
• The item was purchased from a seller identified as a private seller.
• The Buyer Protection fee was charged on the order.
• The buyer complies with reporting, evidence and return requirements.
• The purchase does not fall within an excluded category or circumstance.

Purchases made outside Zoipler, payments sent directly to a seller and transactions designed to avoid Zoipler fees are not protected.

3. What Buyer Protection may cover

Subject to investigation and evidence, Buyer Protection may cover seller non-dispatch, non-receipt, delivered-but-not-received reports, material damage, wrong items, significant listing discrepancies, suspected counterfeit, prohibited or unsafe goods, and other serious seller breaches.

Minor differences, disclosed wear, personal dissatisfaction, buyer’s remorse and a change of mind will not normally qualify.

4. Buyer responsibilities

Buyers must pay through Zoipler, check items promptly, report accurately and within the applicable deadline, provide requested photographs, messages, packaging and tracking evidence, keep the item and packaging, and use the authorised tracked return method when required. Buyers must not alter, use, damage, dispose of or resell an item after identifying a problem where that would prevent a fair investigation.

5. Seller responsibilities

Private sellers must describe items accurately, disclose material faults and missing parts, dispatch within the promised time, use an eligible delivery method, keep proof of postage and tracking, package appropriately, respond to claims and accept an authorised return where required.

6. Non-delivery and delivery evidence

Zoipler may review promised dispatch and delivery dates, tracking events, proof of postage, delivery photographs, delivery location, carrier information, buyer-seller communications and account risk information. A delivered scan does not automatically decide a claim.

7. Damaged or significantly not-as-described items

Zoipler may require clear photographs, packaging photographs, serial numbers, measurements, listing comparisons, expert evidence or a tracked return. Zoipler considers whether the issue is material and whether it was disclosed before purchase.

8. Returns

Zoipler may require a return before refund. The buyer must use the authorised method, return the same item with relevant parts and accessories, and retain evidence of dispatch. A tracking number alone does not establish carrier acceptance or entitle an automatic refund.

9. Refunds

An approved claim may result in a full refund, partial refund, return followed by refund, or another agreed resolution. A refund may include the eligible item price and relevant delivery charge.

The Buyer Protection fee may be refunded where the protected order is cancelled before dispatch, the seller fails to dispatch, the item never arrives, a serious seller breach is upheld, or Zoipler determines that refunding it is appropriate. It will not normally be refunded for a buyer’s change of mind.

10. Exclusions and misuse

Buyer Protection does not normally cover off-platform payments, disclosed faults, minor differences, buyer-caused damage, altered or disposed items, late claims outside Zoipler’s reporting period, failure to return when required, fraudulent or abusive claims, prohibited transactions, consequential losses or duplicate chargeback claims. This does not remove non-excludable statutory rights.

Zoipler may request evidence, restrict or suspend accounts, place funds on hold, contact carriers and payment providers, and refer suspected fraud where legally permitted. Risk flags control evidence and review requirements; they do not alone determine a claim.

11. Claim decisions

Zoipler may contact the parties, review payment and delivery information, require a return, approve or reject a claim, issue a full or partial refund, recover money from a responsible seller, or refer the case for manual review. A buyer or seller may request a review by identifying a material overlooked fact or providing new evidence.

12. Reviews and appeals

A buyer or seller may request a review where they believe a material fact or item of evidence was overlooked. The request must identify the disputed decision and provide relevant new evidence. Zoipler may decline repeated requests that do not provide new or material information.

13. Changes to this policy

Zoipler may update this policy to reflect changes to the marketplace, its services, the law, fraud risks or operational requirements. The version applying to a transaction is recorded at purchase, except where a change is required by law or benefits users without reducing existing protection.

14. Contacting Zoipler

Buyers and sellers should use the claim and order-support tools within their Zoipler account. Do not make payments, returns or settlement arrangements outside the Zoipler process unless Zoipler specifically instructs you to do so.

15. Defined deadlines

Unless an accepted exception applies, a buyer may open an item-not-received claim after the estimated delivery date, should normally report damage, a wrong item or a significant listing discrepancy within 48 hours of recorded delivery, and should normally open any claim no later than 14 days after delivery or the final estimated delivery date. A required return should normally be dispatched within 7 days of authorisation. These are configurable operational deadlines and may be extended by Zoipler for exceptional circumstances.