Buyer Protection

It is cover automatically added to every product or auction payment. It guarantees full refunds if the order does not arrive, mediation if the product does not match what was advertised, and a binding decision if the dispute is not resolved between the parties.

The Buyer Protection is 3 % of the total amount (product + shipping) + 0,50 € fixed per transaction. It appears as a separate line before confirming the charge.

(1) The order never arrives; (2) It shows as delivered but you have not received it; (3) The product arrives damaged; (4) You receive a wrong item or one is missing; (5) It does not match the description; (6) Counterfeit or non-authentic product.

It depends on the reason: order not arrived while in transit → 60 days; delivered but not received → 3 days; damaged/wrong/missing items → 3 days; counterfeit → 30 days; other reasons → 7 days.

No. The Buyer Protection is a non-refundable charge: when there is a refund, the product price and the shipping cost are returned, but not the protection fee.

The cost of return shipping is borne by the buyer in all cases. What Krofter does handle is the mediation, the verification of the return and the execution of the refund.

No. If you simply change your mind, the seller's returns policy applies. The protection only kicks in when there is a demonstrable problem with the product, the shipping or the seller.

Go to My orders, open the order and press "Open dispute". Describe the problem and attach evidence. If there is no agreement within 7 days, Krofter makes a binding decision.

Once the claim is approved, the refund is processed via Stripe within 5 to 10 working days.