Buyer Protection Policy

Our Guarantee at a Glance

What's Covered

Buyer Protection applies when:

• Item not received — your order does not arrive within the stated delivery window and tracking confirms it was not delivered
• Significantly not as described — the item you receive is materially different from the listing description or photos (e.g., wrong item, different colour, undisclosed damage, or significantly incorrect measurements)
• Counterfeit item — the item is a fake or replica misrepresented as genuine
• Unsafe item — the item poses a safety risk not disclosed by the seller
• Item arrives damaged — beyond the condition disclosed and shown in listing photos

What's Not Covered

The following situations are outside the scope of Buyer Protection:

• Minor variations in colour or texture due to screen display differences
• Normal signs of wear consistent with the listing description
• Fit or size dissatisfaction when accurate measurements were provided in the listing
• Buyer remorse or change of mind — not a Buyer Protection claim, though the item may still be returnable under the seller’s own return policy (see the Returns Policy)
• Style or personal preference dissatisfaction
• Damage that occurs after the buyer receives the item
• Transactions conducted outside the ReNew Market Platform
• Items prohibited by our policies that should not have been listed

How to File a Claim

Filing a claim is straightforward and takes less than 5 minutes:

Step 1 — Contact the Seller First

Use the in-app messaging system to contact the seller directly. Many issues can be resolved quickly without a formal claim. Give the seller 48 hours to respond.

Step 2 — File a Formal Claim

If the seller doesn't respond or the issue isn't resolved, file a claim through your Orders page:

• Navigate to Orders → [Your Order] → File a Dispute
• Select the reason for your claim
• Upload clear photos or video evidence of the issue
• Provide a brief description of what was expected vs. what was received

Step 3 — We Review

Our team will review your claim within 3 business days. We may contact both you and the seller for additional information.

Step 4 — Resolution

We'll notify you of our decision and process any applicable refund within 5 business days of the decision.

Resolution Options

Depending on the nature and evidence of your claim, ReNew Market may offer:

• Full refund — returned to your original payment method within 5–10 business days
• Partial refund — for issues where the item is usable but materially misrepresented
• Return and replacement — where the seller can provide an equivalent item (rare, and only with your agreement)

ReNew Market reserves final authority in all claim resolutions. Our decisions are based on the evidence provided and the policies outlined here.

Claims Timeline

Shipping & Liability

Understanding shipping responsibilities helps avoid disputes and ensures a smooth transaction for both parties.

Seller Responsibilities

• Sellers are responsible for shipping items within the processing time stated in their listing
• Tracking is mandatory for all orders — sellers must provide a valid tracking number through a platform-approved carrier
• Items must be packaged appropriately to prevent damage in transit
• Sellers who use ReNew Market's Shippo-generated labels receive basic carrier insurance coverage

Lost or Undelivered Packages

• If your order shows as delivered but you have not received it, contact the seller first within 48 hours
• If the issue is not resolved within 48 hours, file a non-receipt claim from your Orders page between 7 and 30 days after the expected delivery date
• Packages shown as "in transit" for more than 15 days beyond the estimated delivery date are considered lost
• ReNew Market will mediate lost package disputes and may issue a refund at our discretion after reviewing tracking evidence

Platform Liability

ReNew Market acts as an intermediary marketplace and is not the shipper of record. We do not provide shipping insurance directly. However, Shippo-generated labels include basic carrier liability coverage (typically $100 for USPS Priority Mail, varies by carrier and service). We strongly recommend sellers purchase additional insurance for high-value items.

ReNew Market's liability for shipping-related losses is limited to facilitating dispute resolution and, where appropriate, issuing platform credits or refunds under our Buyer Protection policy.

Buyer Safety Tips

• Always pay through ReNew Market checkout — never send money directly to sellers. If you send money directly to sellers, Buyer Protection may be void and ReNew Market will not accept responsibility for any loss in such instances.
• Read listings carefully — including all measurements, condition notes, and photos
• Message the seller before buying if you have questions about measurements or condition
• Inspect items promptly on delivery and document any issues with photos within 24 hours
• Check the seller's rating and past reviews before purchasing high-value items
• Report suspicious listings using the flag button on any product page