buyer protection.

What is Ehsaan Buyer Protection?

Ehsaan Buyer Protection is a programme designed to give buyers confidence when shopping on the Platform. When you purchase an item through Ehsaan and pay via the Ehsaan checkout, you are covered by Buyer Protection in the circumstances described in this policy.

Buyer Protection is funded through the Buyer Protection Fee collected at checkout. This fee is non-refundable except in cases where a refund is granted due to a verified seller fault.

What Does Buyer Protection Cover?

Buyer Protection covers you if:

• Your item never arrives: If your item does not arrive within the estimated delivery window and the seller cannot provide proof of dispatch or delivery, you are entitled to a full refund.
• Your item is significantly not as described: If the item you receive is materially different from the listing description or photographs in a way that was not disclosed by the seller.
• Your item arrives damaged: If the item arrives with damage that was not disclosed in the listing and is inconsistent with the listed condition.
• You receive the wrong item: If the item received does not match what was ordered.

What is Not Covered?

Buyer Protection does NOT cover:

• Change-of-mind purchases.
• Fit or sizing issues where measurements were provided in the listing.
• Items purchased outside the Ehsaan Platform or not paid through the Ehsaan checkout.
• Disputes raised more than 48 hours after confirmed delivery.
• Items that were accurately described, and the buyer is simply dissatisfied with their purchase.
• Transactions where the buyer has already confirmed receipt and satisfaction.

How to Claim Buyer Protection

• Do not confirm the transaction if there is an issue with your order.
• Raise a dispute in the Ehsaan Resolution Centre within 48 hours of delivery confirmation.
• Provide clear evidence: photos of what you received, the listing screenshots, and the shipping label if available.
• Ehsaan's team will review the case within 3-5 business days.
• If your claim is approved, you will be issued a return label (where applicable) and a full refund.

Escrow & Payment Release

All buyer payments are held in escrow and not released to the seller until one of the following occurs:

• The buyer confirms receipt and satisfaction within the 48-hour confirmation window.
• The 48-hour confirmation window lapses without a dispute being raised.
• A dispute is resolved in the seller's favour by Ehsaan's Resolution Team.

In the event of a confirmed refund, the held payment is returned to the buyer and not released to the seller.

Seller Compliance

Sellers who are found to have misrepresented items, resulting in a successful Buyer Protection claim, may be subject to:

• Recovery of the refunded amount from pending seller payouts.
• A formal warning on their seller account.
• Temporary or permanent suspension of their account depending on the severity and frequency of the issue.

Last updated June 2025