1. Purpose and scope

This policy applies to buyers purchasing physical products through the official Indovia marketplace flow.

Buyer Protection is intended to provide a structured review when a confirmed paid order is not delivered, arrives damaged, contains a materially incorrect product or variation, is missing material quantity or components, or presents another serious issue supported by the order record. It also explains buyer responsibilities that help prevent avoidable problems and preserve useful evidence.

This policy works together with the product listing, seller-specific information shown before purchase, Shipping Policy, Payment Policy, Return, Complaint & Resolution Policy, Privacy Policy, and Terms of Service. A product-specific condition that was clearly disclosed before purchase may affect eligibility. Mandatory consumer rights that apply to a buyer cannot be excluded by this policy.

Indovia is a marketplace operator and does not automatically become the manufacturer, exporter of record, importer of record, customs authority, carrier, payment institution, or insurer for every order. Sellers remain responsible for products and fulfillment. Carriers and payment providers remain responsible for their own services, subject to their terms and applicable law.

2. What creates an eligible order

Protection begins with a real account, a valid listing, authorized checkout, and confirmed payment evidence.

The order must be placed through Indovia, linked to the buyer account or checkout identity used for the transaction, and paid using a payment option displayed by Indovia at checkout. Current checkout uses PayPal and may offer eligible card payment through PayPal where available. Payment instructions supplied privately by a seller, including bank transfer, cash, external wallet, private invoice, QR code, or an unrelated payment link, do not create an Indovia-protected payment record.

The order must contain a positive paid amount and must not be an internal export, quality-assurance order, abandoned checkout, failed payment, cancelled order, draft, duplicate payment artifact, or already fully refunded transaction. Indovia may reconcile eligibility if payment or order status changes after a case is opened.

Buyers should use an email address they can access and preserve access to the Indovia account, PayPal receipt, and order page. A guest or account mismatch does not automatically end review, but the buyer may need to verify control of the payment and delivery information before sensitive details or remedies can be discussed.

• Order placed on an official Indovia product and checkout route.
• Payment confirmed by the connected payment record.
• Buyer identity or transaction control can be reasonably verified.
• Issue concerns the purchased item, shipment, seller conduct, or related marketplace process.
• Buyer has not already received a duplicate refund or reversal for the same loss.

3. Buyer responsibilities before ordering

Protection does not replace careful product selection or accurate delivery information.

Before payment, the buyer should read the title, full description, short description, variation labels, included items, material, measurements, weight, origin, care information, usage limits, production or handling information, stock status, seller story, seller policy, and available reviews. The buyer should select the intended variation and confirm that the cart shows the correct product, quantity, and seller.

Product images can be affected by screen calibration, lighting, crop, and natural material variation. Handmade, hand-dyed, carved, woven, agricultural, natural-stone, wood, leather, food, and craft products may have ordinary differences where the listing explains them. A buyer needing an exact color, size tolerance, certification, ingredient, compatibility, or commercial specification should ask through Indovia before ordering.

The buyer must provide a complete recipient name, country, state or region, city, street information, postal code, telephone details required for delivery, and any other information requested at checkout. The buyer must not use an address that is unlawful, inaccessible, unsupported, known to be incorrect, or likely to cause customs or carrier rejection.

4. Issues that may qualify for review

A covered issue must be connected to the order and materially affect what the buyer paid for or received.

Potentially covered issues include non-delivery supported by tracking and delivery facts; physical damage that existed at delivery; receipt of the wrong product or variation; material quantity shortage; missing essential parts described as included; product condition materially worse than disclosed; counterfeit or unauthorized representation; seller failure to ship after confirmed payment; unauthorized off-platform payment solicitation; or another material listing mismatch.

International delivery delays do not automatically establish non-delivery. Indovia may consider carrier acceptance, export processing, tracking activity, destination customs, attempted delivery, address corrections, local carrier handoff, force majeure, and whether the buyer cooperated with customs or delivery requests. A parcel can remain delayed while still in transit.

A defect claim should distinguish between damage, manufacturing defect, ordinary characteristic, transit effect, misuse, incorrect installation, improper storage, expiration caused after delivery, or incompatibility not promised by the seller. Indovia may request expert, repair, laboratory, customs, carrier, or manufacturer information when ordinary photos cannot establish the cause.

• Item not shipped or not delivered after available logistics evidence is reviewed.
• Item arrives broken, leaking, contaminated, crushed, or otherwise materially damaged.
• Product, variation, material, size, quantity, or essential component materially differs from the confirmed order.
• Listing contains a material false claim that influenced the purchase.
• Seller asks the buyer to bypass Indovia payment or communication controls.

5. Issues commonly outside protection

Not every disappointment, delay, or preference change creates a marketplace remedy.

Protection will normally not cover buyer remorse, an incorrect variation selected by the buyer, a disclosed characteristic, minor differences that do not change the product materially, damage caused after delivery, misuse, unauthorized repair or alteration, incorrect installation, failure to follow care instructions, ordinary wear, an inaccurate address supplied by the buyer, refusal to cooperate with customs, or an item lost after confirmed delivery to the authorized location.

Orders paid outside Indovia, private arrangements that changed the official order, side payments, samples or additions not shown in the order, promises made only outside Indovia, and transactions involving prohibited conduct may be impossible to verify and are generally excluded. Indovia may still investigate seller policy violations even when a buyer is not eligible for reimbursement.

Personalized, made-to-order, perishable, hygiene-sensitive, opened consumable, hazardous, regulated, digital, intimate, or legally restricted items may have limited return options. A defect, material misdescription, safety issue, or mandatory legal right can still require review even when a change-of-mind return is unavailable.

6. Delivery inspection and preservation of evidence

The condition of packaging and product at first opening can be decisive.

When possible, the buyer should photograph the outer parcel before opening, especially if it appears wet, crushed, cut, re-taped, punctured, or incorrectly labeled. Preserve the shipping label, internal packaging, protective materials, invoice or packing list, product tags, serial numbers, seals, and all received components until the case is resolved.

Photographs should be clear, unedited, and wide enough to show context. Close-up images can show defects, while wider images should show the full product and packaging. Video may help with opening condition, function, leakage, quantity, or intermittent problems, but it should not expose unrelated personal information. Measurements should show the measuring tool and relevant product edge.

The buyer should not discard, consume, wash, modify, repair, resell, export again, or return the item without instructions when doing so would prevent inspection or create new damage. Necessary safety action is permitted; the buyer should document why immediate disposal, isolation, or professional handling was required.

7. Opening a complaint

Use the order-specific complaint path as soon as a material issue is discovered.

The buyer should open the relevant order, select the available complaint or support action, describe the issue in factual language, identify affected items and quantities, state when the issue was discovered, and upload or reference supporting evidence. The buyer should choose the outcome requested but remain available for a different solution supported by policy and facts.

If the normal order flow is unavailable, the buyer may contact support@indovia.net with the order number and account email. Sensitive information should be limited to what is needed. Buyers must never send passwords, full payment credentials, or unrelated identity records by ordinary email.

One case should be used for one connected issue. Duplicate cases, repeated messages, threats, public pressure, abusive language, altered evidence, or conflicting statements can delay review and may violate platform rules. A buyer may update the existing case when new carrier, product, payment, or expert evidence becomes available.

8. How Indovia reviews a case

Indovia compares independent records rather than accepting either party's first statement automatically.

Review can include the listing version shown at purchase, selected variation, seller identity, stock and logistics data, checkout record, confirmed payment, shipping service, tracking, order events, buyer and seller messages, complaint history, product and packaging images, carrier documents, customs events, refund status, and account risk signals.

Indovia may request more information, contact the seller, ask the buyer to preserve the item, seek carrier clarification, compare timestamps and metadata, or pause a financial release connected with the order. The review period depends on complexity, cooperation, carrier response, cross-border conditions, and whether physical return or expert assessment is needed.

Failure by a seller to respond does not automatically prove every buyer allegation, but Indovia may decide based on available evidence and may apply seller-account consequences. Failure by a buyer to provide reasonably requested information can limit or end the requested remedy. Indovia may reject evidence that appears altered, irrelevant, abusive, unlawfully obtained, or inconsistent with reliable platform records.

9. Possible outcomes and remedies

The remedy should match the verified problem and avoid duplicate recovery.

Available outcomes can include guidance, seller clarification, corrected information, fulfillment update, additional tracking review, replacement discussion, repair or component solution where appropriate, authorized return, partial refund review, full refund review, order cancellation, seller balance adjustment, account action, or closure without a monetary remedy.

A full refund may be inappropriate when only part of an order is affected, the buyer keeps substantial usable value, the seller supplies a missing component, or evidence supports a smaller loss. A return may be required before refund where lawful and reasonable. Indovia may specify return method, address handling, documentation, packaging, tracking, insurance, or inspection conditions. The buyer should not return privately to an address obtained outside the authorized case.

Refund processing is not complete until the canonical order and payment records confirm it. Payment-provider posting time, currency conversion, card issuer processing, or account restrictions may affect when the buyer sees funds. Indovia cannot promise a payment provider's posting schedule and will not issue duplicate recovery for an amount already refunded, reversed, or successfully charged back.

10. Payment disputes and chargebacks

A payment-provider dispute can change how an Indovia complaint is handled.

Buyers retain rights available through PayPal, a card issuer, or applicable law. If a buyer opens a payment dispute or chargeback, the buyer should tell Indovia and must not seek multiple recoveries for the same amount. Indovia may pause or close an internal monetary remedy while the external dispute is active, submit relevant transaction evidence, or reconcile the order after the provider decides.

An external payment decision does not prevent Indovia from reviewing seller conduct, listing safety, account misuse, or platform policy violations. Likewise, an Indovia decision does not control an independent provider or legal authority. Records may be retained and disclosed where necessary to respond to the dispute, prevent fraud, or comply with law.

11. Abuse prevention, appeals, and legal rights

Buyer Protection must remain available for genuine problems and resistant to false claims.

Buyers must not stage damage, alter evidence, falsely deny delivery, misuse a product and attribute the result to the seller, return a different item, remove parts before return, file duplicate claims, coordinate review manipulation, threaten sellers for benefits, or abuse payment disputes. Indovia may restrict claims, accounts, reviews, messages, or transactions and may recover losses where permitted by law.

A buyer may request reconsideration by replying in the existing case with material new evidence or identifying a specific factual or policy error. Repetition without new information is not an appeal. Indovia may preserve the original decision when additional material does not change the outcome.

Nothing in this policy limits non-waivable rights under applicable consumer, electronic-commerce, payment, privacy, or other law. Buyers may contact an appropriate consumer body, personal-data authority, regulator, mediator, law-enforcement body, or court. Indovia encourages users to disclose any prior refund, reversal, settlement, or pending proceeding so records remain accurate.