Protection Policy

1. Purpose of the Policy

The Reeqip Protection Policy ensures that:

• Buyers receive the items they ordered, in the condition promised.
• Sellers are safeguarded against unfair claims and fraudulent transactions.
• Reeqip acts as a neutral mediator to resolve disputes fairly.

2. Buyer Protection

2.1 Guarantee

• Buyers will receive the item they ordered, as described by the seller.
• If the item never arrives, arrives damaged, or is significantly different from the description, buyers may be eligible for a refund.

2.2 Eligible Cases

• Item not delivered
• Item damaged or defective upon delivery
• Item materially different from listing
• Seller failed to ship within promised timeframe

2.3 Non-Eligible Cases

• Buyer changes mind
• Item matches description but doesn't meet personal expectations
• Normal wear and tear or minor cosmetic issues
• Incorrect delivery details provided by buyer

2.4 Process

Buyer must raise a claim within 4 days of delivery. Buyer must provide order details, photos/videos (if applicable), and communication records. Reeqip will review and decide resolution.

2.5 Buyer Protection Fee

Every order carries a small buyer protection fee that funds:

• Holding payment in escrow until delivery is confirmed
• Mediating disputes and processing refunds when a claim is upheld
• Identity-verifying sellers before payouts settle

The fee is retained when Reeqip processes a refund — the product price and postage are returned in full, but the protection fee itself is non-refundable as it has already covered the escrow hold and dispute review. See Buyer Protection Fee for the full explanation.

3. Seller Protection

3.1 Guarantee

Sellers are protected against false claims of non-delivery, unfair refunds, or chargebacks if they have met their obligations.

3.2 Eligible Cases

• Buyer claims non-delivery but seller has proof of shipment
• Buyer files a false refund request
• Buyer initiates a chargeback without valid grounds but seller complied

3.3 Non-Eligible Cases

• Seller fails to ship on time
• Lists prohibited, counterfeit, or misrepresented items
• Cannot provide proof of shipment
• Transactions conducted outside Reeqip's platform

3.4 Proof Required

• Valid tracking number from an approved courier
• Delivery confirmation (address, signature, or tracking update)
• Shipment receipts or labels when requested

4. Dispute Resolution

Buyers and sellers should first attempt to resolve issues directly. If unresolved, Reeqip may step in to mediate. Both parties must provide requested evidence within the given timeframe. Reeqip's decision will be final and binding.

5. Refunds & Returns

• Valid claims: refunds processed within 7–14 business days to original payment method.
• Return shipping: seller's fault → seller covers; buyer's fault → buyer covers.
• Certain categories (safety gear, undergarments, consumables) may not be returnable for hygiene/safety reasons.

6. Chargeback Protection

• If a buyer initiates a chargeback, Reeqip will support the seller with documentation.
• If the seller meets protection requirements, Reeqip will cover the loss or reimburse the seller.

7. Prohibited Activities

This policy does not apply if the user engages in fraud, misuse, or policy violations; transactions are conducted outside Reeqip's platform; or users provide false or misleading evidence.

8. Final Authority

Reeqip reserves the right to:

• Make the final decision in disputes
• Withhold payouts or refunds if fraud or policy violations are suspected
• Suspend or terminate accounts of users who repeatedly abuse protections