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Buyer Protection Policy

At Kidora, your safety and satisfaction are our top priorities. That’s why every purchase made using the Buy Now button includes our mandatory Buyer Protection fee, automatically added at checkout. This helps us provide a more secure and reliable experience for both buyers and sellers.

1. Buyer Protection Refund Policy

You may be eligible for a refund if:
  • Your item was never shipped or is lost.
  • It arrives damaged.
  • It is significantly not as described (see clause 4).
You’ll have 2 days from delivery to report an issue or 7 days after placing your order if the item hasn’t arrived. The Buyer Protection Refund Policy unfortunately doesn’t cover items that don’t fit you or don’t suit you. You can still talk to your seller about a return, but it’s their decision whether to accept the return or not. For more information see Refund Policy. We encourage you to contact the seller first through "My Orders" > "Bought" (click the message seller button next to the order) to try and resolve any concerns directly. If you still need help after speaking to the seller, head over to our Contact Us page to send us an email or message us via live chat.

What’s Refunded under the Buyer Protection Refund Policy?

  • The item price.
  • The original shipping fee (if applicable).
Buyer Protection fee is non-refundable. Buyers are responsible for return shipping costs unless otherwise agreed with the seller.

Once an Issue is Reported

  • Payment is held securely until a solution is found.

2. Secure Payments

  • Your payment is held securely and only released to the seller 7 days after your purchase, to give you, "the buyer" enough time to raise any issues with the order.
  • All transactions are encrypted and processed by our trusted payment partner.
  • Sellers never see your payment details, ensuring your financial information stays private and secure.

3. Peace of Mind

Our Buyer Protection fee helps cover:
  • Secure payment handling.
  • Refund support for eligible issues.
  • Ongoing improvements to our platform to help protect buyers.

4. When an Item is Considered Not as Described (SNAD)

An item is classified as “significantly not as described” (SNAD) if it differs notably from the details or images shown in the listing.
Examples of What Qualifies as SNAD:
  • The item is the wrong colour.
  • The size doesn’t match what was specified on the listing.
  • Parts or accessories are missing, and these weren’t clearly noted or shown.
  • A bundle is incomplete.
  • The item is damaged (e.g. stained, torn, broken, or otherwise defective), and the issue wasn’t disclosed.
  • The primary material is incorrect or misrepresented.
  • The item is fake or counterfeit.
  • Any visible defect not clearly disclosed in the listing.
  • The item doesn’t function as described (e.g. electronics that don’t power on, accessories that won’t pair, or broken buttons).
What Does Not Count as SNAD:
  • You simply don’t like the item, or it doesn’t suit you.
  • Slight differences that don’t impact the item’s function or appearance (e.g. colour variations due to lighting or minor materials not mentioned as key features).
Partial refunds
  • Sellers may offer a partial refund for an item you’ve reported as SNAD. This means you can get part of the item price back and keep the item instead of returning it.
  • You should discuss with the seller via the Kidora chat system how much you’d like to be refunded instead of returning the item.
  • Partial refunds don’t include the shipping fee.

5. Need Help?

If you've spoken to the seller and still need assistance, our team is here for you. Contact Us – by email or via live chat – and we’ll be happy to help.

6. Changes to This Buyer Protection Policy

We review this Buyer Protection Policy regularly to ensure it remains accurate, clear, and in line with our practices and legal requirements. The most recent update was made on 17th April 2025. We encourage you to check this policy from time to time, as continued use of our platform signifies your acceptance of any updates or changes made.