Ophellie – Global Buyer Protection
At Ophellie, we want every customer to shop with complete confidence. Our Buyer Protection applies to every order placed and paid for through Ophellie, no matter where you live.
1) Safe & secure payments
- All payments are processed through Ophellie’s trusted global payment providers.
- Your financial details are never shared with Sellers.
- Orders must be paid on-platform to qualify for protection.
2) What’s covered
You’re protected if:
- Item not received: You paid, but the item never arrived.
- Item not as described: The item is damaged, faulty, counterfeit, or significantly different from the description/photos.
- Order cancelled by Seller: If a Seller cannot fulfil, you’ll get a full refund.
In these cases, we’ll ensure you receive either a replacement (where available) or a full refund including the lowest-cost standard shipping.
3) How to report an issue
- Raise the issue through Ophellie’s Resolution Centre within 48 hours of delivery (for “not as described” or “damaged” cases).
- For “item not received,” you can open a case after the Seller’s estimated delivery window has passed.
- Provide clear evidence (e.g., photos, tracking info) to help us resolve quickly.
4) Resolution process
- Direct resolution: Buyer and Seller attempt to resolve within Ophellie’s messaging system.
- Escalation: If no agreement, escalate to Ophellie within the Resolution Centre.
- Decision: Ophellie reviews evidence from both sides and issues a fair outcome. Our decision is final for the purposes of the platform.
5) Regional consumer laws
Ophellie’s Buyer Protection works alongside your local consumer rights:
- UK/EU Buyers: You may have a statutory right to return most items within 14 days (“cooling-off period”).
- US/Canada Buyers: Returns depend on Seller’s stated policy, but you are fully covered for non-delivery, damaged, or misrepresented items.
- Other regions: Local laws may provide additional protections which Sellers must follow.
6) What’s not covered
- Change-of-mind returns (unless Seller’s policy or your local laws require).
- Items accurately described but not to personal taste.
- Damage caused after confirmed delivery.
- Any transactions or payments made outside Ophellie.
7) Returns process
If your case requires a return:
- Return within the agreed timeframe using safe packaging.
- Provide valid tracking if requested.
- Refunds are released once the Seller confirms receipt or tracking confirms delivery.
8) Chargebacks & disputes
All payment disputes must be raised through Ophellie’s Resolution Centre. This ensures both Buyer and Seller are treated fairly and evidence is reviewed properly.
Abuse of chargebacks (false or repeated claims) may result in suspension or permanent removal of the Buyer’s account.
Buyers agree not to initiate a chargeback directly with their bank, card issuer, or payment provider without first attempting resolution through Ophellie.
If a Buyer opens a chargeback without using the Resolution Centre, they may forfeit Ophellie Buyer Protection benefits (including our faster resolution process).
9) Fair use
Buyer Protection is designed to build trust. Abuse of the system (false claims, repeated misuse) may result in account suspension and removal of protection.
