Buyer Protection
Every order on eddy is covered, automatically. Pay through eddy and your money is held until the item arrives exactly as described. If it doesn't, you get it back — item, shipping and the protection fee.
You're protected if:
- The item doesn't arrive. Tracking never shows delivery within the expected window — full refund.
- It's significantly different from the description. Wrong size, colour or condition, flaws that weren't disclosed.
- It's counterfeit. A fake where the genuine article was promised.
- You received the wrong item. You paid for one thing and got another.
- It was damaged during shipping. Send us photos and we make it right.
Cover applies to every purchase paid through eddy — Buy now, offers and won auctions alike. In-person pickup or payment outside eddy is not covered.
How it works
- Pay through eddy. Your money is held safely by eddy, not sent to the seller yet.
- The seller ships with tracking. You can follow the parcel from the order page.
- Check it within 2 days of delivery. If everything's good, confirm — or just do nothing and it confirms itself.
- Something wrong? Open a case. Report it from the order page with photos before those 2 days are up and the money stays held while we look.
- We refund you. If the case is in your favour, you get item, shipping and the protection fee back to your original payment method or your eddy balance.
What the Buyer Protection fee pays for
- Secure payments
- Your card details never reach the seller; payments run through a PCI-compliant processor.
- Money-back cover
- The refund guarantee above, on every order.
- Real human support
- A person reviews every dispute — not a bot that closes tickets.
The fee is shown on the item and again at checkout, before you pay — never a surprise. See the full fee breakdown.
How to stay covered
- Always pay through eddy. Payments taken off-platform (bank transfer, cash, another app) are not covered — for you or the seller.
- Keep the conversation in the eddy chat, so our team can read it if there's ever a dispute.
- Report a problem within 2 days of delivery, with clear photos. That's what lets us decide quickly and in your favour.
- Never confirm receipt for an item you haven't actually checked.
If a case is opened
You'll see it on the order page and get a notification. The seller has 48 hours to respond, and our team decides within 3 business days. Either side can appeal within 7 days from the same page — appeals are read by a different person. While a case is open, the seller isn't paid.