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Buyer Protection Policy

Updated this week

Marketplace.Live (“Marketplace”) 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.


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 denial of the claim.


Claim Processing

  • If you purchased Marketplace Shipping Insurance, your claim will be handled by Marketplace’s insurance team.

  • Otherwise, damaged or defective item claims are routed to the seller for resolution under their return policy.

If approved, a refund or replacement will be issued at Marketplace.Live’s discretion.


Disclaimer

Purchasing insurance offers additional protection but does not override this Policy. Resolution depends on whether shipping insurance was purchased at checkout. Marketplace.Live’s liability is limited to the original purchase price.

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