Buyer Protection

DukaanBuddy Buyer Protection is our commitment to making sure you get what you paid for. If something goes wrong with an eligible order, we'll make it right — a replacement, repair, or full refund.

1. What's Covered

• Item not delivered within the promised delivery window.
• Item received is significantly different from the listing (wrong item, wrong size, or materially different from the description/images).
• Item arrives damaged, defective, or missing parts.
• Order is lost in transit.

2. What's Not Covered

• Change of mind after the applicable return window has closed (see Return Policy).
• Items marked "non-returnable" at checkout, except where the item is defective or damaged.
• Minor variation in colour due to screen display differences.

3. How to File a Claim

1. Go to Orders → select the order → "Report a Problem" within 7 days of delivery.
2. Upload photos/video where relevant and describe the issue.
3. Our team reviews the claim, typically within 48 hours, and may contact the seller for input.
4. If approved, choose a replacement or refund; approved refunds are issued to your original payment method within 5–7 business days.

4. Escalations

If you're not satisfied with the outcome, you can escalate from the claim screen or contact support via the DukaanBuddy Help Centre. Escalated claims are reviewed by a senior trust & safety specialist.