Buyer protection
Last updated: January 2, 2026
Suliit buyer protection is a written procedure that covers eligible orders when something has clearly gone wrong. It is not a warranty on the product itself — that comes from the seller. It is a promise that if the transaction doesn't work as it should, we will help resolve it.
What's covered
- Item not received. The order was paid for through Suliit, the seller marked it as shipped, but it never arrived and the carrier confirms it was not delivered.
- Item materially different. The item you received is significantly different from what the listing described — wrong product, damaged, missing key features, or a counterfeit.
- Unauthorized charge. A Suliit charge appears on your card statement that you did not authorize. Contact us immediately.
What's not covered
- Buyer's remorse — you received the correct item and simply changed your mind. In this case, the seller's return policy applies.
- Damage after delivery.
- Orders paid for outside of Suliit (which sellers are not permitted to request).
- Custom or personalized items that match the listing description and buyer specifications.
How to open a case
- Contact the seller first through Suliit messaging. Most disputes are resolved directly.
- If you can't reach a resolution within three business days, open a case from your order page.
- Include photos (if the item is damaged or different), the listing screenshot, and your messages with the seller.
How we review
A Suliit trust and safety agent reviews the case, the listing, the messages, and any shipping evidence. We may ask the seller and buyer for additional information. Decisions are documented and communicated to both sides in writing, typically within seven business days.
Outcomes
If the buyer's claim is upheld, we refund the buyer through the original payment method. If the seller's position is upheld, the order stands. In some cases we may authorize a partial refund. Chargebacks initiated outside of this process may still occur, but they are handled by the card networks according to their own rules.
Deadlines
Cases must be opened within 30 days of the expected delivery date for physical items, and within 14 days of purchase for digital and service orders. Late cases may still be reviewed at Suliit's discretion, particularly in fraud cases, but the standard windows apply for most claims.