Fabeleka Buyer Protection Policy

Welcome to Fabeleka. This Buyer Protection Policy explains the protections we provide to buyers when they purchase products through Fabeleka’s platform. Our goal is to make shopping secure, fair, and reliable. This policy applies to purchases made on Fabeleka’s website and mobile apps, unless otherwise stated in specific product listings or seller terms.

Scope

This policy covers:

Orders placed by registered buyers on Fabeleka.
Physical goods, digital goods, and services sold by third-party sellers on the platform.
Eligible payment methods processed through Fabeleka’s checkout system.

This policy does not cover:

Transactions completed entirely off-platform (e.g., direct payment to sellers outside Fabeleka).
Non-commercial exchanges (gifts, personal transfers) unless processed through Fabeleka.
Disputes between buyers and sellers that are already governed by a binding local law or court order.

Buyer Rights and Protections

Accurate item description: Items must conform to the product listing and images. Buyers may request return, refund, or replacement if the item is materially different from the listing.
Timely delivery: Items must be delivered within the estimated delivery time stated at checkout. Buyers may be eligible for a refund or order cancellation for late delivery beyond a reasonable grace period.
Functionality and quality: Items must function as described and be free from undisclosed defects. Buyers may request repair, replacement, or refund for defective goods.
Secure payments: Payments processed through Fabeleka’s checkout are protected; funds are held or disbursed per our seller payout schedule and dispute process.
Privacy: Buyers’ personal and payment data will be protected under Fabeleka’s Privacy Policy.

How to Open a Buyer Protection Claim

Log in to your Fabeleka account and go to “My Orders.”
Select the order and click “Report an issue” or “Open a claim.”
Choose the reason for the claim (e.g., Item not received, Item not as described, Defective item, Wrong item received).
Provide supporting evidence: photos, videos, order confirmation, tracking details, and any communication with the seller.
Submit the claim within the applicable time window (see Time Limits below).

After submission, Fabeleka will notify you of receipt and provide an estimated resolution timeframe.

Time Limits

Item not received: open a claim starting from the delivery due date up to 30 days after the delivery due date (or a different timeframe stated in specific regional terms).
Item not as described / Defective / Wrong item: open a claim within 15 days from delivery (or within the local statutory period where applicable).
Exception: For high-value items or special categories, extended claim windows may apply—check the product listing or category-specific policies.

Evidence and Documentation

To support your claim, provide:

Clear photos or videos of the item and packaging.
Screenshots of product listing and order details.
Tracking information and delivery confirmation.
Any communications with the seller (messages, emails).
Providing clear evidence speeds up claim review.

Seller Response and Resolution Process

Once a claim is opened, the seller will be notified and given an opportunity to respond.
Sellers may offer a partial refund, full refund, replacement, or provide proof that the item was delivered and matches the listing.
Fabeleka encourages buyers and sellers to reach an amicable resolution. If no agreement is reached, Fabeleka will step in to make a final decision based on the evidence and policy rules.

Possible Outcomes

Full refund: Buyer receives a full refund to the original payment method.
Partial refund: Buyer accepts a partial refund and keeps the item.
Replacement: Seller ships a replacement item; buyer may be required to return the original item.
Return and refund: Buyer returns the item and receives a refund upon seller or Fabeleka confirmation of receipt.
No refund: Claim denied if evidence shows the item conforms to the listing or buyer fails to provide sufficient proof.

Returns and Return Shipping

For items eligible for return, the policy will specify whether the buyer or seller pays for return shipping.
If the return is due to seller error (wrong item, defective, not as described), the seller typically covers return shipping.
For buyer remorse or change of mind, the buyer may be responsible for return shipping unless the seller’s listing states otherwise.
Return instructions will be provided during the claim process. Buyers must follow the return process to remain eligible for refunds.

Refund Processing

Refunds are processed to the original payment method unless otherwise agreed.
Refund timelines vary by payment provider; Fabeleka will process refunds promptly once a decision is made.
If a payment was made via gift card, store credit, or other alternative payment methods, refunds may be issued in the same form at Fabeleka’s discretion.

Protection for High-Risk Categories

Certain product categories (e.g., luxury goods, collectibles, custom-made items, digital downloads, and services) may have special rules:

Additional verification or documentation may be requested.
Different claim windows or refund handling may apply.
Check the product page or category policy for details.

Fraud Prevention and Abuse

Fabeleka reserves the right to investigate claims for possible fraud or abuse.
Suspicious activity may lead to temporary holds on funds, account suspension, or referral to law enforcement.
False or malicious claims may result in penalties, including account suspension and repayment of funds.

Appeals

If you disagree with Fabeleka’s decision, you may request an appeal within a specified timeframe (e.g., 7 days) and provide new evidence.
Appeals are reviewed by a different team or escalation unit. Their decision is final unless otherwise required by law.

International Orders

International shipments are subject to customs, duties, and import restrictions. These costs and delays are generally the buyer’s responsibility unless otherwise specified.
Claims for international orders follow the same basic process, but shipping timeframes and return logistics may differ.

Seller Obligations

Sellers must provide accurate listings, timely fulfillment, and valid tracking information when available.
Sellers must cooperate with claims and the return process, including accepting returns when required by this policy.
Non-compliance may result in penalties, suspension, or removal from the platform.

Contact and Support

For help with a claim, contact Fabeleka Customer Support via the Help Center, in-app messaging, or the support email/phone number on the site.
Keep records of all communications and documents related to your order and claim.

Changes to This Policy

Fabeleka may update this Buyer Protection Policy from time to time. We will post changes on the site and notify users when required by law. Continued use of the platform after changes constitutes acceptance of the updated policy.

Definitions

Buyer: a registered user who purchases goods or services on Fabeleka.
Seller: a third-party individual or company offering goods or services through Fabeleka.
Order: a purchase transaction completed through Fabeleka’s checkout.
Delivery due date: the estimated date by which the seller is expected to deliver the item.

Example Scenarios

Item not received: Buyer opens claim after delivery due date + 7 days; tracking shows no delivery — likely full refund.
Item damaged in transit: Buyer provides photos; seller offers replacement or refund; buyer chooses refund and returns item — refund processed after receipt.
Item materially different: Buyer shows product photos vs listing; if verified, full refund with seller covering return shipping.