Buyer Protection.
Built into the platform, not bolted on.
If something goes wrong with your order, THEECOMAX mediates between you and the seller — fast, transparent, and tracked. Coverage is automatic on every order paid through our checkout, including pre-owned and cross-border.
Backed by Stripe-secured payments. EU consumer-rights compliant. Mediation decisions are independent of seller revenue.
Service-level commitments
Promised, not marketed. Each timer starts the moment your claim is opened.
First response
within 24 h
From a real human on the THEECOMAX trust team — not a bot.
Seller reply window
48 h
Seller has 2 days to respond with evidence before mediation steps in.
Mediation
up to 5 days
Independent review by THEECOMAX. Decision is binding for both sides.
Refund issued
within 7 days
Back to the original payment method, in your original currency.
Four cases, every order
Pick the one that matches what went wrong — opening a claim takes ~2 minutes from any order in your account.
Item not received
Your order didn't arrive within 14 days of the latest promised delivery date.
- What we ask for
- Tracking from the carrier (we pull it automatically) plus your delivery address on file.
- Outcome
- Full refund, including original shipping. No item to return.
- Time window
- Open up to 30 days after the latest promised delivery date.
Not as described
Wrong size, color, model, or condition. Listing said one thing, the parcel says another.
- What we ask for
- Photos of the item next to the listing screenshot. We compare both.
- Outcome
- Choose: full refund + return label paid by seller, or a partial refund and keep the item.
- Time window
- Open within 14 days of receiving the item.
Damaged on arrival
Box arrived crushed, item arrived broken, parts missing. Damage occurred before delivery.
- What we ask for
- Photos of the outer packaging plus the damaged item. Submitted within 48 hours of delivery.
- Outcome
- Replacement if available, otherwise full refund. Carrier claim is handled by us.
- Time window
- Open within 48 hours of marking the parcel as delivered.
Counterfeit or fake eco-claim
Item is a counterfeit of a real brand, or the EcoScore / certification on the listing turns out to be unverifiable.
- What we ask for
- Photos plus optional submission to our verification team. We cross-check certificate IDs (GOTS, GRS, FSC, B-Corp, EU Ecolabel).
- Outcome
- Full refund. Listing comes down. Seller faces a strike or removal under our zero-tolerance policy.
- Time window
- Open at any time while the listing is still on THEECOMAX.
Five steps from problem to refund
The same flow whether the seller agrees fast or fights it. Every step is timestamped on the case page.
Step 1
Open a claim
From any order in your account, tap “Open a claim” and pick what went wrong. Takes ~2 minutes.
Step 2
Add evidence
Photos, tracking numbers, screenshots of the listing. Drag-and-drop, up to 10 files.
Step 3
Seller responds
The seller has 48 h to reply with their side. Most cases resolve here directly between you and them.
Step 4
THEECOMAX mediates
If you can't agree, we step in. A trust specialist reviews evidence and decides within 5 business days.
Step 5
Refund or replacement
Decision is binding. Refund posts within 7 days; replacement ships at no cost to you.
Eco protection no other marketplace ships.
On every other site, "eco" is a marketing field. On THEECOMAX, eco-claims are part of buyer protection — a fake EcoScore is treated the same way as a counterfeit handbag.
How EcoScore is verifiedVerified eco-claims
Every product with an EcoScore A+ or A must show certificate IDs (GOTS, GRS, FSC, EU Ecolabel, B-Corp, etc.). If the certificate doesn't validate, the listing comes down and your order is refunded.
Counterfeit zero-tolerance
We work with brand registries to flag counterfeits at listing time. If one slips through, your refund is automatic — no seller defense, no negotiation.
Carbon-claim integrity
Sellers who advertise specific CO₂ offsets must link to a verifiable retirement. We spot-check; mismatches are treated as “not as described.”
Active and recent cases
When you open a claim, it shows up here with live status, evidence, and seller replies.
No open claims
You're all clear. If anything goes wrong with a future order, you'll see the case status here in real time.
THEECOMAX protection vs. the alternatives
Honest side-by-side. Numbers are typical industry figures, not specific platform claims.
| What you get | THEECOMAX | Generic marketplace | Card chargeback |
|---|---|---|---|
| Time to first response | 24 h | 3–7 days | 10–30 days |
| Average resolution | ≤ 7 days | 30+ days | 60–90 days |
| Eco-claim verification | Yes, by default | Not offered | Not in scope |
| Counterfeit guarantee | Full refund + ban | Case-by-case | Not in scope |
| Cross-border refund in your currency | Yes | Often partial | Yes (with FX fee) |
| Affects seller standing on platform | Tracked + scored | Sometimes | Never |
"Generic marketplace" reflects publicly published averages from major general-purpose marketplaces. Chargeback figures from EU card-network norms.
Transparent boundaries
No fine print, no hidden carve-outs. Here's exactly when protection applies — and when to use a different tool.
Always covered
Every order paid through THEECOMAX checkout
Card, wallet, BLIK, SEPA, Apple Pay, Google Pay, Klarna split-pay. No exceptions.
All sellers — verified, top-rated, or new
Protection isn't a tier perk. Every seller agrees to mediation as a term of selling here.
Cross-border purchases inside the EU/UK/EEA
Currency conversion, customs, and return shipping are handled inside the case.
Pre-owned and refurbished items
Same protection, including a counterfeit guarantee on premium 2nd-hand listings.
Use a different tool
Buyer's remorse
If the item is exactly as described and you simply changed your mind, use the standard 30-day return.
Damage caused after delivery
Drops, water damage, or wear after you received the item are not covered.
Items disclosed as “as-is”
Where the seller listed faults clearly and you confirmed at checkout, the disclosed faults are not a claim.
Off-platform payments
If you paid by transfer, gift card, or any way outside THEECOMAX checkout, we can't mediate.