Buyer Protection

1. What Buyer Protection covers

Buyer Protection is included in every order. You don’t need to buy anything extra.

Problem	What you get
Your order hasn’t arrived 10 days after the end of its delivery window	A replacement or a full refund of the undelivered items, including shipping
An item arrived damaged	A replacement or a refund
You received the wrong item, colour, size or variant	The right item, or a refund
An item is faulty or not as described	A replacement or a refund
Something is missing from your parcel	The missing item, or a refund
We couldn’t buy an item you ordered	An automatic full refund

Where possible, you choose between a replacement and a refund. You never pay to return an item covered here, and for low-value items we may refund you without asking for the item back.

2. How to make a claim

1. Open your order in your account, choose the item and press “Report a problem”. You can also email support@sellopop.com with your order number.
2. Tell us what went wrong. For damage, faults or wrong items, add photos of the item and, for damage, the packaging and shipping label.
3. We reply within 2 business days with a decision or, if we need it, one more question. Refunds are sent within 14 days of our decision, usually within 3 business days.

Time limits

• Non-delivery: claim from 10 days after the end of the delivery window, and up to 60 days after it.
• Damaged, wrong, missing, faulty or not as described: please claim within 30 days of delivery so we can resolve it quickly.

These time limits apply to our Buyer Protection process. They don’t shorten your legal rights, which last longer. See Returns & Refunds.

3. Order insurance (optional)

Order insurance is an extra you can choose at checkout. It is never pre-selected and you don’t need it to be covered for the problems in section 1.

What it adds

• Delivered but not received: if tracking shows your parcel as delivered but you never received it (for example it was taken from your doorstep or left with the wrong neighbour), we replace it or refund you in full. Report it within 7 days of the delivery date shown in tracking.
• Free returns for 30 days: you can return insured items for any reason within 30 days of delivery, instead of 14, and we send you a free prepaid return label. The usual exceptions for sealed hygiene items still apply.
• Priority handling: claims on insured orders are answered within 1 business day.

What it costs

The price is shown at checkout before you choose it. It is a percentage of the value of the items in your order (currently about 11%), with a minimum of €3.80 and a maximum of €34.90 per order, or the equivalent in your currency.

What it doesn’t cover

• damage caused by misuse, accidents after delivery or normal wear and tear;
• parcels delivered to a wrong address you entered;
• items that were not part of the insured order;
• claims where we find evidence of fraud.

Refunds of the insurance price

If you cancel your whole order before it ships, we refund the insurance in full. After delivery, it isn’t refunded, because the cover has been provided.

Order insurance doesn’t replace or reduce your legal rights or Buyer Protection. Problems in transit, faulty items and wrong items are always covered free, whether you bought insurance or not.

4. Safe payments

Payments are processed by our regulated payment provider. We never see or store your full card number. If you ever see a charge from us you don’t recognise, contact us straight away.

5. Card disputes

If something is wrong with your order, please contact us first. We can usually fix it faster than a card dispute. You always keep your right to raise a dispute with your bank or card provider. If you do, we may pause your claim with us while the bank looks into it, so you aren’t refunded twice.

6. Fair use

Buyer Protection is there for genuine problems. We may refuse a claim, or close an account, if we find false claims, repeated claims that don’t add up, or a refund obtained for an item that was received in good condition. We will always tell you why.