01
Your order never arrived
If tracking stalls or the parcel misses the latest delivery date, open a claim from the order page.
Eligible outcome: replacement or full refund, including original delivery.
HomeBuyer Protection
TheEcoMax Buyer Protection
If something goes wrong, you're not on your own.
Every eligible checkout includes a clear path to a replacement, refund or fair resolution—without chasing the seller alone.
One case. One timeline.
Evidence, replies and the final outcome stay together in your order.
Included
with eligible checkout
24 h
first-response target
48 h
seller response window
Original
payment method for refunds
Protection for real problems
Four situations. One clear way forward.
The protection flow begins in the order, so the product, seller, payment and delivery evidence are already connected.
02
It is not what was listed
Wrong model, size, colour or condition? Show us what arrived and how it differs from the listing.
Eligible outcome: seller-funded return, replacement or refund.
03
It arrived damaged
Report visible damage with clear photos of the product, parcel and shipping label.
Eligible outcome: repair, replacement or refund after review.
04
The eco claim is misleading
A certification, material or sustainability promise does not match the evidence? We review the claim itself.
Eligible outcome: listing correction, return or refund.
From problem to outcome
A claim should feel simple, even when the problem is not.
No separate help-centre maze. Start with the purchase and follow one visible case timeline.
- 1
Step 1
Open the order
Choose the item in My orders and select Report a problem.
- 2
Step 2
Show what happened
Add photos, tracking or a short description. We keep the evidence with the case.
- 3
Step 3
The seller responds
The seller gets a clear request and a 48-hour response window.
- 4
Step 4
We resolve the case
If you cannot agree, TheEcoMax reviews the evidence and sets the next step.
You can see what happens next.
Case status, outstanding actions and deadlines remain visible from the order page.
Protection unique to TheEcoMax
Sustainability claims must stand up to evidence.
Buyer Protection covers more than delivery. We can review whether the product actually matches the material, certification and environmental claims used to sell it.
Certification and material claims can be challenged
Counterfeit products and copied badges are reviewed
Listings can be corrected or removed after the case
Before you open a case
Protection works best when the purchase stays on-platform.
These simple rules keep the transaction verifiable and help the trust team reach a fair outcome.
Usually covered
- Paid through TheEcoMax checkout
- Opened within the claim window shown on the order
- Kept inside TheEcoMax messages
- Supported by photos, tracking or listing evidence
Usually not covered
- Payments completed outside TheEcoMax
- Change-of-mind requests outside the seller return policy
- Damage caused after delivery or normal wear
- Claims with altered, incomplete or misleading evidence
Exact eligibility and claim deadlines are shown on each order and may vary by product, delivery status and applicable consumer law.
Questions, answered
The essentials before you make a claim.
Need help with a specific order? Open it first—the support route there already knows the item, seller and payment.
Open my ordersNo separate protection fee is added to an eligible order. Coverage applies when the purchase is completed through TheEcoMax checkout and meets the conditions shown on the order.
Start from the order as soon as you know something is wrong. The exact claim window appears next to the purchase because delivery dates and seller return policies can differ.
Use clear photos of the product and packaging, tracking details, and any relevant message or listing information. Keep all communication inside TheEcoMax so it stays attached to the case.
Not always. The next step depends on the issue, the product and the available evidence. When a return is required, the case will show the address, deadline and who covers the cost.
Approved refunds are sent to the original payment method. Your bank or payment provider may need additional processing time before the funds appear.
Yes. If a certification, material description or environmental claim appears inaccurate, open the order and select the eco-claim issue. TheEcoMax can review both the transaction and the listing evidence.
Help with an existing purchase
Start with the order. We'll keep the rest together.
Open the purchase to report a delivery, product or eco-claim issue and follow every update in one place.