Marketplace.Live provides a Buyer Protection Policy to help ensure safe and reliable transactions. This Policy applies when a purchased item is not delivered, arrives damaged, is significantly not as described, or is counterfeit.
📌 Covered Situations
You may be eligible for a refund or replacement if:
The item was not received and no valid delivery scan exists.
The item was delivered damaged or is defective.
The item was materially misrepresented or is counterfeit.
🚫 Exclusions
This Policy does not cover:
Items marked as delivered to the shipping address on file.
Items used, worn, or damaged after delivery.
Final-sale or non-returnable items (unless misrepresented).
Orders shipped via third-party or buyer-arranged methods.
Situations where the buyer has filed a payment dispute or chargeback with their provider. Filing such disputes voids eligibility under this Policy.
Orders delayed or canceled due to fulfillment partner stock issues, pre-order availability, or supply chain disruptions.
Requests to honor pricing when an order cannot be fulfilled and market prices have since changed.
⏳ Pending Fulfillment Orders
If a fulfillment partner reports a delay or is awaiting stock for a pre-order, buyers may:
Choose to wait for the order to be fulfilled, or
Request cancellation for a full refund.
All fulfillment inquiries must be submitted to Marketplace.Live. Marketplace.Live coordinates with fulfillment partners but does not guarantee inventory timelines.
📥 Filing a Claim
To file a claim:
Submit your request within 3 business days of delivery via Marketplace.Live chat or order email.
Provide clear photos or video evidence showing the issue, including any damaged packaging, shipping labels, and packing slips.
Include a detailed description of the problem and any additional information requested.
Failure to provide adequate evidence may result in the denial of the claim.
🔄 Claim Processing
If you purchased Marketplace.Live Shipping Insurance, your claim will be handled by Marketplace.Live's insurance team. Otherwise, claims for damaged or defective items are reviewed by Marketplace.Live and coordinated with fulfillment partners. If approved, a refund or replacement will be issued at Marketplace.Live’s discretion.
⚖️ Marketplace.Live’s Role and Disclaimer
Marketplace.Live is the seller of record for all transactions. Our trusted fulfillment partners store, pack, and ship orders on our behalf. Marketplace.Live monitors fulfillment partner activity and may take action against partners with repeated issues, including penalties or removal from the program. Marketplace.Live’s liability is limited to the original purchase price of the item.