How does Whoppah buyers protection work?

What is Buyer Protection?

Buyer Protection is a service that enables safe trading between buyers and sellers on online trading platforms. For a small fee (5.9% of the purchase amount - with a minimum of €10), it offers protection against various risks in online purchases.

When does Buyer Protection apply?

Buyer Protection applies in the following situations:

- The seller does not ship the goods
- The product is damaged or lost during shipment
- The received product differs significantly from the advertisement description and/or photos (evidently different colour, missing parts, damage or traces of use that were not indicated in the advertisement)
- In case of cancellation between buyer and seller

When does Buyer Protection not apply?

Buyer Protection does not apply in the following cases:

- The product shows normal signs of use
- There are minimal deviations from the advertisement (small size deviations, slight colour differences)
- If the buyer has used, installed or repaired the product
- If the buyer has confirmed receipt and released payment

Process for invoking Buyer Protection
1. Report the issue within 2 days of receiving the product via Whoppah Chat with the seller. Use the designated button to indicate the item did not arrive in a good state, and contact our customer service team at support@whoppah.com.
2. Payment to the seller will be suspended while the problem is investigated.
3. If counterfeiting is suspected, the seller will be given 48 hours to prove authenticity.
4. In case of non-conforming products, the seller will be contacted with options for compensation or return.
5. If return is necessary, the buyer usually bears the cost unless otherwise agreed.
6. An independent party may act as a mediator in disputes.

NB You will not be refunded the cost of the return, delivery and Buyer Protection fee.

Please note: If you have not added Buyer Protection or do not report in time (2 days), the transaction is considered completed and the right to Buyer Protection lapses.

Whoppah is not liable for damage caused by third parties such as postal companies, other courier companies or if the buyer collects the item himself. Damage caused by the Whoppah courier is covered by Whoppah. In this case the buyer and seller are obliged to prove that the damage was caused by the Whoppah courier. 

If the item has arrived damaged, please check our FAQ on this topic to ensure you follow the correct steps and instructions.