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Purchase Protection

Fabeleka — Purchase Protection Policy

Effective date: 28/09/2025

1. Purpose

The purpose of this Purchase Protection Policy is to assure customers shopping on Fabeleka that eligible purchases are protected against specified problems (e.g., non-delivery, items significantly not as described, damaged items) and to explain the process for filing claims, timelines, documentation requirements, and remedies.

2. Scope

This policy applies to purchases of physical goods placed through Fabeleka’s website and official mobile apps from third‑party sellers and items fulfilled by Fabeleka, unless otherwise stated. Digital goods, services, gift cards, wholesale purchases, customized made‑to‑order items (where variance is expected), and items shipped outside of supported regions may be excluded — see Section 9 (Exclusions).

3. Eligibility

A purchase is eligible for Purchase Protection if all of the following are true:

  • The order was placed through Fabeleka’s official website or app.
  • The buyer files a claim within the required claim window (see Section 5).
  • The buyer provides requested documentation (order number, photos, correspondence, shipment tracking).
  • The buyer has attempted to resolve the issue with the seller directly (unless attempting contact is impractical, e.g., clear non-delivery after maximum carrier time).

4. Covered Issues

Fabeleka Purchase Protection covers, where applicable:

  • Non‑Delivery: Item not delivered within the estimated delivery time plus a grace period, or tracking shows delivered to incorrect address and buyer did not receive it.
  • Significantly Not As Described: Item materially differs from seller’s listing (wrong product, counterfeit, wrong size/color when not stated as approximate).
  • Damaged on Arrival: Item arrives physically damaged and damage was not indicated in listing.
  • Missing Parts/Accessories: Key components or accessories promised in the listing are absent.
  • Transaction Fraud: Unauthorized charges related to the order (subject to verification and any bank/credit card dispute process).

5. Time Limits and Deadlines

  • File a claim within 30 days of the estimated delivery date for domestic orders, or within 60 days for international orders, unless local law mandates a longer period.
  • For damaged items, submit photographic evidence within 7 days of delivery.
  • Claims submitted after the stated windows may be denied unless exceptional circumstances exist (e.g., shipping carrier delays or documented seller misconduct).

6. How to File a Claim

  1. Log in to your Fabeleka account.
  2. Go to “Orders,” select the relevant order, and click “Report an issue” or “File a Purchase Protection Claim.”
  3. Choose the issue type and complete the claim form, including:
    • Order number and purchase date
    • Clear description of the problem
    • Photos or video (for damaged / not as described items)
    • Tracking information or proof of non‑delivery
    • Any seller communication
  4. Submit the claim. You will receive an automated confirmation and an estimated timeline for review.

7. Claim Review Process

  • After submission, Fabeleka will acknowledge receipt within 48 hours.
  • Typical review time: 3–14 business days, depending on complexity. Extended reviews may be necessary for international shipments or when seller cooperation or third‑party verification is needed.
  • Fabeleka may request additional documentation (e.g., more photos, return shipping proof, item serial numbers).
  • During review, Fabeleka may mediate communication between buyer and seller and may request the buyer to return the item (see Return and Refunds section).

8. Remedies

If a claim is approved, Fabeleka may, at its discretion, provide one or more of the following remedies:

  • Full refund to original payment method.
  • Partial refund reflecting the item’s condition or missing components.
  • Replacement item (if available from seller).
  • Seller credit or store credit for future purchases.
  • Return shipping reimbursement when return is required and shipping cost was the buyer’s responsibility.
  • Escalation to payment provider for unauthorized charge disputes.

Refunds typically issue within 5–10 business days after claim approval, but timing depends on the original payment method and banking partners.

9. Returns and Return Shipping

  • If a return is required, Fabeleka will notify the buyer of the return address and instructions.
  • For approved claims where the seller is at fault (e.g., wrong item or damaged), return shipping costs will be paid or reimbursed by the seller or Fabeleka, unless the item was marked “no returns” and local consumer law gives different rights.
  • For buyer’s remorse or buyer-initiated returns (not covered by Purchase Protection), standard seller return policies apply.
  • Items must be returned in the condition specified by the return authorization. Fabeleka may refuse refunds for returned items that are abused or not in the condition required.

10. Evidence and Documentation Requirements

To expedite review, provide:

  • Order number and date
  • Photos/videos showing damage, incorrect item, or missing parts
  • Tracking details from the carrier
  • Screenshots of the product listing demonstrating the discrepancy (if applicable)
  • Seller correspondence
  • Any serial numbers, receipts, or certificates of authenticity (for high‑value items)

Failure to provide adequate evidence may delay or result in denial of the claim.

11. Seller Obligations

Sellers on Fabeleka must:

  • Accurately describe items and disclose important product limitations.
  • Ship items in a timely manner and provide tracking.
  • Cooperate with Fabeleka during buyer disputes.
  • Accept returns and reimbursements where required by this policy and applicable law.

Fabeleka reserves the right to penalize, suspend, or remove sellers who repeatedly violate protection standards.

12. Fraud Prevention and Abuse

  • Fabeleka monitors for abuse of this Purchase Protection (e.g., serial false claims, item tampering before return).
  • If fraud or abuse is detected, Fabeleka may deny claims, suspend accounts, recover funds, and report activities to legal authorities.

13. Limitations of Liability

  • Purchase Protection remedies are limited to the order total (including taxes and shipping), except where local law provides greater consumer rights.
  • Fabeleka is not responsible for indirect, consequential, or incidental damages arising from a purchase.

14. Dispute Resolution

  • If buyer and seller disagree after mediation, Fabeleka’s internal decision will be final for purposes of platform remedies.
  • This policy is without prejudice to any statutory consumer rights under applicable law. Where local consumer protection laws provide additional remedies, those laws will prevail.

15. Exceptions and Exclusions

Typical exclusions include but are not limited to:

  • Items explicitly excluded in the product listing (e.g., “sold as‑is” or “final sale” where permitted by law).
  • Custom or personalized goods where minor variations are inherent.
  • Perishable goods, live animals, and certain regulated products.
  • Claims alleging buyer’s remorse, change of mind, or incorrect choice.
  • Disputes already resolved through insurance, carrier claims, or a chargeback proceeding (we will coordinate with other claim processes).

16. Privacy and Data Use

Information collected during a claim is used to investigate and resolve the issue and may be shared with the seller, shipping carriers, payment providers, and law enforcement where required. For details, see Fabeleka’s Privacy Policy.

17. Contact and Support

  • Help Center: Fabeleka Contact Us
  • In‑app support: Account → Help → Contact Support
  • Contact Us
  • Typical support hours and expected response times should be listed on Contact page.

18. Changes to This Policy

Fabeleka may update this Purchase Protection Policy periodically. The “Effective date” will be updated and changes will be posted on the site. Continued use of Fabeleka after changes indicates acceptance.