Protected purchase
For every purchase, Kartadum holds your payment until delivery is confirmed and provides formal dispute steps. This page explains what is covered, what is not, and the timeframes that apply.
What is covered
- Payment holding — Kartadum holds your payment and pays the seller only after delivery is confirmed or the post-delivery protection window closes.
- Non-delivery — if a paid item never arrives, you can report it after the expected delivery date plus a short reserve period.
- Item claims — if something is wrong with your order, you can open a formal claim within the buyer window.
- Returns — when a claim is approved with a return, you ship the item back within the stated window.
What is not covered
- Instant refunds or a money-back guarantee — refunds follow the claim and return process after review.
- Automatic refunds without seller response — the seller can respond, and you decide on the next step.
- Change-of-mind returns on accurately described items — unless you have a statutory right of withdrawal (for example, within 14 days when buying from a professional seller) or the seller's policy allows returns.
How to report non-delivery
Open a non-delivery report from your order once the expected delivery date has passed and the 7-day reserve period has elapsed. Include tracking details if available.
How to open a claim
Open an item claim from the order page within 30 days of delivery — note that leaving positive feedback for the item closes the claim window early. The seller has 3 days to respond; you then have 3 days to decide: keep the item as it is, accept the seller's refund offer if one is made, or return the item for a full item refund.
Timeframes at a glance
| Step | Timeframe |
|---|---|
| Post-delivery protection window (payment held) | 14 days after delivery |
| Open an item claim | Up to 30 days from delivery (ends early if you leave positive feedback) |
| Non-delivery reserve | 7 days after expected delivery |
| Seller claim response | 3 days |
| Buyer decision on claim | 3 days |
| Return shipment | 7 days |
| Seller return intake | 3 days |
| Refund after approval | Typically 5–14 business days to your payment method |
Protected purchase is a Kartadum service that applies in addition to your legal rights and never limits them. When you buy from a professional seller, EU consumer law may give you further rights, such as a 14-day right of withdrawal and legal guarantees of conformity. Purchases from private sellers are subject to different statutory rules.