Buyer Protection Guarantee

The Buyer Protection Guarantee may apply to situations including:

• Item not received
• Item significantly different from description
• Damaged or defective items
• Fraudulent listings

Eligible buyers may receive refunds or other remedies as determined under platform policies.

To qualify for Buyer Protection, buyers must:

• Complete the purchase through the Khello platform
• Submit disputes within the applicable timeframe
• Provide supporting evidence such as photos or delivery records

Transactions conducted outside the platform are not covered.

Refunds may be issued when:

• The product is not delivered
• The product is materially different from the listing
• The product arrives damaged or defective

Refund decisions are made after reviewing transaction details and evidence.

Buyer payments are temporarily held until delivery confirmation in accordance with the Marketplace Escrow Payment Policy.

This helps protect buyers from fraudulent transactions.

If an issue arises:

1. Buyer submits a dispute through the platform.
2. Seller is notified and given the opportunity to respond.
3. Khello may review evidence from both parties.
4. A resolution decision is made.

Where returns are required:

• Buyers may be asked to return the item
• Items should be returned in the condition received
• Return instructions will be provided where applicable

Buyer Protection may not apply in situations including:

• Buyer misuse of the product
• Damage caused after delivery
• Disputes filed after the allowed timeframe
• Items clearly described as defective or damaged in the listing

Khello reserves the right to deny claims where fraudulent activity or policy abuse is suspected.

Accounts abusing the Buyer Protection system may be restricted or suspended.

Khello reserves the right to determine eligibility for Buyer Protection based on available evidence and platform policies.

This Buyer Protection policy does not limit or replace any rights available to consumers under applicable laws.