Buyer Protection
Your purchases are protected with our comprehensive buyer protection program
With Budna's buyer protection, you may get all or part of your money back if the item is not delivered or significantly differs from the description. You shop second hand with the same security as when buying new.
What is Buyer Protection?
Buyer Protection is Budna's own protection programme for eligible purchases. If something goes wrong with your purchase, it can cover you subject to the conditions and caps set out in the Payment Terms, giving you extra confidence when shopping on our platform.
Protection for Non-Delivery
Get your money back if the item is never delivered to you
Protection for Damaged Items
Coverage when the item arrives damaged — whether the packaging or the carrier is to blame — or significantly different from the description
Coverage Details
What is Covered?
- Items that are never delivered
- Items that arrive significantly damaged
- Items that don't match the seller's description
- Items that are counterfeit or fake
What is Not Covered?
- Disputes about item condition that could have been verified before purchase
How to File a Claim
Filing a claim is simple and straightforward. Follow these steps to get your issue resolved quickly.
Report the Problem
Go to your orders and click 'Report Problem' for the affected item
Provide Details
Upload photos and describe the issue with your purchase
Get Resolution
Our team aims to review your claim within 3-5 business days. If it is approved, the refund is initiated to your original payment method; how quickly it arrives depends on the payment method and your bank
Frequently Asked Questions
How long do I have to file a claim?
You have 14 days from payment to file a claim through our Buyer Protection programme, in line with the Payment Terms.
Is buyer protection mandatory?
Yes, on every purchase from a private seller, whatever the price. On a purchase from a business seller it is optional: you choose before you pay whether to add it, because consumers already have statutory rights against business sellers.
What if I already have buyer protection from my payment method?
Our buyer protection works alongside any existing protections from your payment method, providing you with additional security.
What if the item was damaged in transit?
You are covered by buyer protection, whether the damage was caused by the packaging or by the carrier. Photograph the outer box, the inner packaging and the item, and keep the packaging until the case is decided. If you suspect before opening the parcel that it is poorly packed, film the unpacking — that is the best evidence. If the seller packed it inadequately, the seller pays the refund. If it was properly packed and sent with shipping through Budna, Budna bears the cost and pursues the matter with the carrier; if the seller arranged the shipping, the seller compensates you.
Need Help?
Get help with your account, auctions, or payments