1. Overview

Sellexa Buyer Protection is the platform-policy layer that sits on top of your statutory rights. Whatever this policy says, your rights under the Consumer Rights Act 2015 (CRA 2015) and the Consumer Contracts Regulations 2013 (CCR 2013) always apply. Both are set out in full in the Returns & Refunds Policy.

Buyer Protection means: if an order does not arrive, arrives damaged, or does not match the listing, and the seller cannot or will not put it right, Sellexa steps in and refunds you.

2. How it works

We do not yet have a dedicated in-app cases UI. Until that ships, the route is:

1. Message the seller first. Open the order at /orders/[id] and use the in-app messaging panel to describe the problem. Attach photos if relevant.
2. Wait 48 hours. Sellers are required to respond within 48 hours.
3. Escalate to Sellexa. If the seller has not responded after 48 hours, or if the response does not resolve the issue, email support@sellexa.app with the order number, a brief summary of the problem, and any supporting evidence (the message thread, photos, tracking screenshots).
4. Sellexa reviews. We acknowledge within 3 working days. We may ask for additional evidence. We aim to resolve within 14 working days.

You can use Buyer Protection or a card chargeback through your bank, not both at the same time. If you raise a chargeback while a Sellexa case is open, the case is closed and the chargeback governs.

3. When Buyer Protection applies

Buyer Protection covers:

• Item never arrives. Tracking does not record a delivery, and the parcel is not located on follow-up. For shipments Sellexa books, tracking updates automatically on your order page as the carrier scans the parcel. For orders the seller ships themselves, follow the tracking number the seller entered on the carrier's own tracking page. Either way you can confirm delivery status before opening a case.
• Item arrives damaged. The packaging or item is visibly damaged on arrival, or the item does not function.
• Item does not match the listing. Different colour, size, model, materials, or condition; missing parts; counterfeit where the listing claimed authentic; ship-from location materially different from the listing.
• Significant late delivery. The item arrives more than 14 days after the latest estimated delivery date and the buyer no longer wants it.

4. Time windows

• For non-arrival, raise the issue with the seller within 30 days of the latest estimated delivery date.
• For damaged, faulty, or not-as-described items, raise within 30 days of delivery (this lines up with the CRA 2015 short-term right to reject).
• Cooling-off cancellations under CCR 2013 (change of mind) follow the 14-day window in the Returns & Refunds Policy and are settled directly with the seller.

5. What is refunded

Where Buyer Protection applies and the case is upheld, we refund what you paid for that order:

• The item price you paid.
• The delivery you paid at checkout, whether that was a courier charge or a same-day rider fee. It comes back as part of the order total rather than as a separate payment.
• Any return shipping you paid, where the seller was at fault. This one is reimbursed separately, because it was never part of your original payment and cannot be returned through it. Use a tracked service, keep your receipt, and send it to us with your case so we can arrange the reimbursement.

Refunds are issued against the order as a whole rather than item by item. If only part of an order is affected, tell us in your case and we will agree with you what should come back and what should be returned.

All amounts are in GBP. Refunds are issued to the original payment method via Stripe. Bank settlement typically takes a further 3–10 working days.

6. What is not covered

• Items used, washed, worn, altered, or discarded after delivery (other than handling needed to inspect them).
• Returns sent without the seller's agreement or to a different address than the one provided.
• Items that are accurately described but did not match the buyer's personal expectations or taste.
• Carrier customs, duties, or taxes (only relevant for any future cross-border orders; v1 is UK-only).
• In-person handovers or transactions where payment was not processed through Sellexa (see Off-Platform Transactions Policy).
• Disputes already resolved through a card chargeback or RetailADR.

Where Buyer Protection does not apply, your statutory rights under the CRA 2015 / CCR 2013 still do, see the Returns & Refunds Policy.

7. How this affects sellers

When Sellexa upholds a Buyer Protection case, the seller bears the refund, per the Fees & Payouts Policy. An open case blocks the seller's payout on that order, so in almost every case the refund happens before the seller has been paid and is simply a reversal. In the rare case where a payout has already gone out, Sellexa resolves the amount with the seller directly. Either way, recovering the money is a matter between Sellexa and the seller.

Sellers who repeatedly fail to deliver or to honour valid returns may be subject to enforcement under the Seller Misconduct & Enforcement Policy.

8. If you remain unhappy

If our final response does not resolve things, you can refer the case to our designated ADR provider, RetailADR, or take it to court. See the Complaints Policy.

9. Contact