Buyer Protection

1. What's Covered

PixiPeek Buyer Protection covers you when:

• Item Not Received: Your order never arrives
• Not As Described: The item is significantly different from the listing
• Damaged in Transit: The item arrives damaged due to shipping
• Counterfeit Items: The item is fake or a replica (when sold as authentic)

2. Claim Window

After 3 days, the sale is considered complete and funds are released to the seller. If you accept your order before the 3-day window closes, funds are released immediately and you cannot file claims after acceptance. Please inspect your items promptly upon delivery.

3. How to File a Claim

1. Go to your Orders page
2. Find the order you have an issue with
3. Click "Report a Problem"
4. Select the issue type and provide details
5. Upload photos as evidence (required for "not as described" claims)
6. Submit your claim

4. Resolution Process

Once you file a claim:

• Seller Response: The seller has 48 hours to respond to your claim
• PixiPeek Review: If no resolution, our team reviews the case
• Decision: We'll make a final decision within 5 business days
• Refund: If approved, your refund is processed within 3-5 business days

5. What's NOT Covered

Buyer Protection does not cover:

• Claims filed after the 3-day window
• Claims filed after you accept the order
• Items that match the listing description (buyer's remorse)
• Minor variations in color due to screen differences
• Normal wear described in the listing
• Items damaged by the buyer after delivery
• Items marked "Final Sale"

6. Order Acceptance

When your order is delivered, you can:

• Accept the Order: Confirm the item is as described and release payment to the seller. You'll be asked to rate the seller when accepting.
• Report an Issue: If there's a problem with your order, report it within 3 days of delivery (before accepting).

If you don't take action within 3 days of delivery, the order will be automatically accepted and funds released to the seller.

6. Evidence Requirements

To support your claim, please provide:

• Clear photos of the item received
• Photos showing the issue (damage, defects, discrepancies)
• Comparison to listing photos if claiming "not as described"
• Photos of packaging if damaged in transit

7. Refund Amounts

For approved claims:

• Item Not Received: Full refund including shipping
• Not As Described: Full refund (return may be required)
• Damaged in Transit: Full or partial refund based on damage

8. Return Shipping for Claims

For valid "not as described" claims where the item must be returned:

• No restocking fee applies (unlike standard returns)
• PixiPeek may provide a return shipping label in some cases
• Items must be returned in the condition received

9. Tips for Safe Shopping

• Review all listing photos carefully before purchasing
• Read the full item description including condition notes
• Ask the seller questions before buying if unsure
• Check the seller's ratings and reviews
• Inspect items immediately upon delivery

10. Contact Us

Need help with a Buyer Protection claim? Contact us at support@pixipeek.com.