Delivery
01Your order never arrived
If tracking stalls or the parcel misses the latest delivery date, open a claim from the order page.
Possible outcomeReplacement or a full refund, including eligible original delivery costs.
HomeBuyer Protection
TheEcoMax Buyer Protection
If something goes wrong, you're not on your own.
Eligible orders have one clear route to a replacement, refund or fair resolution. The order, seller messages and evidence stay connected.
One case. One visible timeline.
Evidence, replies, deadlines and the final outcome remain attached to the order.
Included
with eligible checkout
24 h
first-response target
48 h
seller response window
Original
payment method for refunds
What the protection covers
Four common problems. One clear way forward.
The process begins inside the order, where the product, seller, payment and delivery information are already connected.
Listing accuracy
02It is not what was listed
Wrong model, size, colour or condition? Show what arrived and how it differs from the listing.
Possible outcomeSeller-funded return, replacement or refund after review.
Item condition
03It arrived damaged
Report visible damage with clear photos of the product, parcel and shipping label.
Possible outcomeRepair, replacement or refund when the evidence supports the claim.
Product claim
04The environmental claim is misleading
If a certification, material or sustainability promise does not match the evidence, we review the claim itself.
Possible outcomeListing correction, return or refund depending on the outcome.
How a case works
A problem should not create another maze.
Start with the purchase and follow one case timeline. Every request, response and deadline stays visible.
- 01
Open the order
Choose the item in My orders and select Report a problem.
- 02
Show what happened
Add photos, tracking or a short description. The evidence stays with the case.
- 03
The seller responds
The seller receives one clear request and a visible response deadline.
- 04
We resolve the case
If you cannot agree, TheEcoMax reviews the evidence and sets the next step.
Your order shows what happens next.
Case status, outstanding actions and deadlines remain visible from one place.
Evidence review
Product claims should stand up to evidence.
Protection covers more than delivery. We can review whether a product matches the material, certification and environmental claims used to sell it.
- Certification and material claims can be challenged
- Counterfeit products and copied badges are reviewed
- Listings can be corrected or removed after a case
Before you open a case
Keep the purchase on-platform.
These rules keep the transaction verifiable and help the trust team reach a fair outcome.
Usually covered
- Paid through TheEcoMax checkout
- Opened within the claim window shown on the order
- Kept inside TheEcoMax messages
- Supported by photos, tracking or listing evidence
Usually not covered
- Payments completed outside TheEcoMax
- Change-of-mind requests outside the seller return policy
- Damage caused after delivery or normal wear
- Claims with altered, incomplete or misleading evidence
Exact eligibility and claim deadlines are shown on each order and may vary by product, delivery status and applicable consumer law.
Questions, answered
The essentials before you make a claim.
For help with a specific purchase, open the order first. The support route already knows the item, seller and payment.
Open my ordersNo separate protection fee is added to an eligible order. Coverage applies when the purchase is completed through TheEcoMax checkout and meets the conditions shown on the order.
Start from the order as soon as you know something is wrong. The exact claim window appears next to the purchase because delivery dates and seller return policies can differ.
Use clear photos of the product and packaging, tracking details, and relevant message or listing information. Keep communication inside TheEcoMax so it stays attached to the case.
Not always. The next step depends on the issue, the product and the available evidence. When a return is required, the case will show the address, deadline and who covers the cost.
Approved refunds are sent to the original payment method. Your bank or payment provider may need additional processing time before the funds appear.
Yes. If a certification, material description or environmental claim appears inaccurate, open the order and select the product-claim issue. TheEcoMax can review both the transaction and the listing evidence.
Help with an existing purchase
Start with the order. We'll keep the rest together.
Report a delivery, product or claim issue and follow every update in one place.