IOFFER BUYER PROTECTION POLICY

Effective Date: June 1, 2019

  1. General

    The iOffer Buyer Protection protects the Buyer if an item purchased has not been shipped ("Item Not Received") or if a shipped item is significantly not as described by the Seller ("Not as Described"). {see Section 4 for details.}

    With iOffer Buyer Protection, you will be able to:

    • Contact iOffer if negotiations fail to assist in resolution.
    • Promptly resolve disputes with sellers.

  2. Payout

    When a Claim under iOffer Buyer Protection is successful, our payment partner returns the full purchase price to the Buyer, including shipping costs or partial refund where there is agreement between the parties. Refund payments are made to the credit card used to place the order. Alternate refund payment methods are not available. iOffer is not responsible for Buyer inability to access refunds due to account changes.

  3. Eligibility

    iOffer Buyer Protection applies to purchases made after the "Effective Date" of this policy. In addition to the conditions of Section 5 the following requirements must be met in order to qualify for iOffer Buyer Protection.

    1. Confirmed payment

      The Buyer has purchased an item and paid for it using iOffer checkout. Any payment made that bypasses iOffer checkout is not protected by iOffer Buyer Protection. If a seller asks you to make a payment that bypasses iOffer Checkout, please contact us immediately.

    2. Acceptable payment method

      The following payments are eligible for iOffer Buyer Protection: Credit card (Visa, MasterCard, JCB). More payment options may be available on iOffer in the future. Payments made outside the above-mentioned checkout path cannot be allocated by iOffer and thus do not qualify iOffer Buyer Protection.

    3. Designated items

      In addition to section 3.2, only certain items are covered by iOffer Buyer Protection. Qualified items will be clearly marked in the product description, as follows:

      Item Detail
    4. No violation of iOffer User Agreement or Listing & Prohibited Items Policy

      The item listing must not be in violation of the iOffer User Agreement or Listing & Prohibited Items Policy.

    5. No recovery from other source

      You have not received a recovery for that purchase from another source. iOffer shall deny any Buyer Protection claims where a credit card Chargeback claim has already been filed by the Buyer.

    6. Deadline

      The Buyer must initiate a Claim within 75 days of making the payment through iOffer checkout. Following the filing of a claim, iOffer provides the seller 30 days to remedy the issue, e.g., provide a full or partial refund, or exchange or replace the item. In the event the Claim cannot be resolved during the Claim period, iOffer will make a final determination.

  4. Covered Cases

    The Buyer can make a Claim under iOffer Buyer Protection in these cases:

    1. Item Not Received

      Any eligible item for which payment is confirmed after the Effective Date of this policy and has not been shipped by the Seller or the Seller has not complied with the Seller duties described in this clause 4.1.

      iOffer Buyer Protection for Item Not Received does not cover items lost in transit. If the seller provides valid proof of shipment, iOffer will not grant Buyer Protection. Additionally, iOffer Buyer Protection is not available in the event an order does not arrive due to factors within the buyer’s control, e.g. if the buyer refuses customs clearance, provides an incorrect shipping address or the shipping address has changed since the date of purchase, or other exceptional circumstances outside the control of sellers and buyers: due to natural disasters, stolen or misplaced packages due to carrier error. The forgoing examples are not exhaustive.

      The following claims do not qualify for iOffer Buyer Protection:

      • You claim you did not receive your order when the shipping company's records show that you did.
      • You claim the order that you received is not as described when the seller can prove that it is.
      • You provided the wrong shipping address or the shipping address has changed since the date of purchase.
      • Before filing a Claim for Item Not Received, the Buyer must allow sufficient time for shipping and delivery of at least 45 days. Additionally, before a Claim for Item Not Received can be made, a buyer must first report a problem with the order and try to resolve the dispute by contacting the Seller directly:

    2. Item Not As Described

      Below we show a number of examples for items significantly not as described.

      Note: This applies to the condition of the item in which the Buyer has received it, regardless of the item condition when shipped. This list is not exhaustive:

      • The item significantly differs from its item description, e.g., a hat instead of a belt, an empty box or envelope;
      • The actual condition of the item differs significantly from condition as described, e.g., the item has obviously been used instead of being new and sealed;
      • The item is unusable but this fact is not mentioned in the item description, e.g. important parts or components are missing, or the item does not work as intended;
      • Part of the amount ordered is missing, e.g, 10 scarves had been paid for, but only four were delivered.

      Below are examples of items that DO NOT qualify for iOffer Buyer Protection. This list is not exhaustive.

      • The Buyer does not want the item anymore or the item does not meet the buyers expectations, even though it was described appropriately in the item description;
      • The item description is reasonably accurate. For instance, if the item appears to come in a different color than advertised; the Buyer calls it "olive green", while the seller states it to be "dark gray-green".
      • You claim the item received is not as described when the seller can prove that it is.
      • Buyer mistake: For example, selecting the wrong size, color or style.

      iOffer decides each case individually by requesting and reviewing documentation, including transaction records and photos to determine whether or not an item is significantly not as described. Following the filing of a claim, iOffer provides the seller 30 days to remedy the issue, including by providing a full or partial refund, exchange or replacement of the item. If the dispute remains unresolved following the 30 day period to remedy, iOffer will make a final determination.

    3. One claim per purchase

      The Buyer may only file one single Claim on iOffer Buyer Protection, either when Item Not Received or when Item Not As Described. You may change the reason for your Claim later on (e.g. if initially you did not receive an item but later on received one that was significantly not as described) by contacting our Customer Support team.

    4. Coverage of multiple items

      A Claim for iOffer Buyer Protection may cover multiple items, e.g. if the Buyer purchased three items but two did not get shipped.

    5. Final Decision by iOffer

      iOffer's decision about the Claim on iOffer Buyer Protection is final and may not be disputed. You may not take additional legal actions against iOffer after a decision is made in this regard; your statutory rights remain without limitation apart from the provisions of this iOffer Buyer Protection policy.

  5. Filing a claim

    Instructions for filing iOffer Buyer Protection claims for eligible purchases can be found on our Helpdesk portal: https://help.ioffer.com/hc/en-us/articles/360022636874

  6. Buyer Responsibilities
    1. Timelines

      iOffer Buyer Protection claims must be made between 45 and 75 days after the purchase date. iOffer provides the seller 30 days to remedy the issue, including by providing a full or partial refund, exchange or replacement of the item. The Buyer must reply in a timely manner to any questions asked by iOffer in regards to their Claim. iOffer will decline the Claim if the Buyer does not provide an answer within the stated time frame. iOffer may extend this timeframe in case of extraordinary circumstances which are outside the control of the Buyer.

    2. Return of Item to Seller

      When the Buyer files a Claim for iOffer Buyer Protection for an Item Substantially Not As Described by the seller, the Buyer is required to return the item at his/her own expenses to the Seller AND provide appropriate proof of shipment tracking and delivery. iOffer reserves the right to request further documentation from the Buyer to support the Claim. The Buyer shall bear any costs that may arise from this request. Confirm the return address with the seller before returning your products. If an item is returned because it is substantially different from the listing description, please confirm the return address with the seller before returning. Missaddressed returns will invalidate a Buyer Protection Claim.

    3. Partial Refund

      The parties may agree in writing that a partial refund is acceptable in lieu of returning an item to the seller provided the following conditions are met: 1. Buyer and Seller agree the item is Substantially Not As Described 2. Buyer and Seller agree that a partial refund is acceptable in lieu of returning the item. 3. The agreement and partial refund amount is accepted and memorialized in the transaction history.

  7. Final provisions
    1. Availability of iOffer Buyer Protection

      iOffer reserves the right to modify or discontinue iOffer Buyer Protection at any time, at its own discretion and without specifying a reason. If the iOffer Buyer Protection is discontinued, any open claims will continue to be processed until a final decision has been reached.

    2. Access to shipping information

      The Buyer grants iOffer the right to access, on their behalf, information from the shipping service used to verify shipment of an item.

    3. Fraudulent Buyer Protection Claims

      iOffer Buyer Protection Claims filed with the intent to defraud the Seller and/or iOffer will result in immediate and permanent suspension from iOffer services.

    4. Statutory Rights and Rights under your Purchase Agreement

      The statutory and/or contractual rights of the Buyer and Seller are not affected by iOffer Buyer Protection. iOffer does not act as representative for the Buyer, the Seller, nor the recipient of the payment. iOffer only decides on the outcome of a Buyer Protection Claim.

    5. iOffer Buyer Protection and Chargeback Rights towards Credit Card Issuer

      You may not file a Claim with iOffer Buyer Protection, if in relation to the same purchase you have already filed a Claim with your Credit Card company for a Chargeback.

      While the Buyer may either file a Claim under iOffer Buyer Protection OR issue a Chargeback towards the credit card issuer, two payouts are not possible.

      iOffer will deny any claims under the iOffer Buyer Protection if a credit card Chargeback claim has already been filed by the Buyer. This is irrespective of the outcome of a Chargeback claim towards the credit card issuer. Terms and conditions of the credit card issuer apply.

It is generally recommended to try resolving any disputes directly with the seller, rather than filing a iOffer Buyer Protection claim; however, please note that if you opt to resolve the issue directly with the Seller, your right to raise a Claim under iOffer Buyer Protection remains subject to the requirements and timeframes set forth in Clause 3.6. and that it is your responsibility to keep track of these requirements and deadlines.