Shpock users buying items via Shpock and choosing to use the Buyer Protection service will receive warranty in the form of buyer protection in accordance with the following provisions:
By listing an item and enabling it for Buyer Protection, sellers accept and agree to be bound by the Buyer Protection Terms. When a buyer purchases the buyer protection, they agree to the terms.
Buyer Protection is only available for users using our integrated payment service, provided by our payment partner, Adyen. Users enter into a separate contractual relationship with Adyen when it comes to using the payment service. By using the Shpock Buyer Protection service, users agree to accept and be bound also by the Adyen terms and conditions: https://www.adyen.com/legal/terms-and-conditions-marketpay.
Sellers must fulfil the following obligations when using the Shpock Buyer Protection service:
After the seller shares proof of postage, the buyer can claim for a refund under buyer protection in the following cases:
If the purchased item is not delivered, a refund under buyer protection will be granted subject to the following conditions (all conditions need to be met):
2. Bad delivery
A buyer will receive a refund if all the following conditions are met:
After having received a request for a refund under buyer protection, Shpock will get in touch with the seller and ask them to provide their side. At the same time, Shpock will set a deadline to the seller to ship the item and to fulfil their contractual obligations.
Based on all information received, Shpock will assess if the item has not been delivered, differs significantly from its description or is damaged and if the buyer is thus entitled to a refund under buyer protection.
Shpock will inform the buyer on the outcome of the assessment. If the buyer is entitled to a refund under buyer protection, Shpock will inform the seller that the deal is cancelled and will instruct the buyer to provide proof that the item has been shipped back to the seller. The buyer grants Shpock the power to cancel the deal if the conditions for a refund under buyer protection are met.
1. Buyer side
If the buyer claims for a refund under buyer protection and Shpock's assessment is that the claim is valid, the buyer will receive a refund for the full amount of the initial payment (the item price, plus the Buyer protection fee, plus the delivery cost).
Refunds shall be paid out to the original payment method used. This may take up to several working days.
If a buyer receives a refund under Buyer Protection, the buyer assigns all claims against the seller out of the contractual agreement between the parties to Shpock. In the event where a refund is granted under a case of non-delivery, the item could still get delivered to the buyer at a later stage. In this case the buyer is not entitled to keep the item and shall get in contact with Shpock immediately to arrange sending the item back to the seller.
2. Seller side
If the buyer is entitled to a refund under Buyer Protection, the deal between the parties is cancelled automatically.
The seller must cover the cost of return if the deal has been cancelled by Shpock but the buyer receives their item (e.g. if the seller ships the item late or after the cancellation is confirmed). The return must be made via the same shipping provider.
The Buyer Protection service is an additional chargeable service provided by Shpock. Costs for the buyer protection service amount to a fixed fee GBP 0.30 – 3.75 plus 0 - 15 % of the item price, (excluding costs for delivery). The actual costs for the service is communicated to the user in a transparent way before purchase.
Shpock has the right to withdraw from the Buyer Protection service agreement for a certain deal at any time at its own discretion if it has grounds to believe that such deal infringes against these terms, Shpock's General Terms and Conditions, Adyen's terms and conditions, or any applicable legal acts.
Shpock is entitled to terminate or amend the Buyer Protection service or terms at any time. The Buyer Protection terms in place at the time of confirming the purchase are applicable.
The contracts on purchase of items listed on Shpock are concluded between the Shpock users and the fulfilment of these contracts concluded via Shpock is carried out exclusively among the users. Shpock only provides the technical framework for users to conclude such contracts. The Buyer Protection service is an additional warranty for buyers offered by Shpock; Shpock does not become a party of the purchase agreement between buyer and seller.