This Buyer Protection Policy ( BP Policy ) forms part of the Rwaj Platform and Terms of Service
and applies to all purchases completed and paid for through the Rwaj Platform.
It sets out the circumstances in which a Buyer may be entitled to a refund when a purchase
results in non-delivery, misrepresentation, or fraud, and explains the dispute escalation
process.
If there is a conflict between this BP Policy and the Terms of Service, this BP Policy will prevail in
relation to buyer protection matters.
Eligibility
You may submit a claim under this BP Policy if:
1. The purchase was made entirely through the Rwaj Platform, using an approved payment
method.
2. The order is within the claim period:
- For non-delivery: within 7 days from the latest estimated delivery date.
- For misleading/fraudulent items: within 7 days from the date of delivery.
3. You attempted to resolve the matter with the Seller first through the Rwaj messaging
system, allowing at least 48 hours for the Seller to respond.
4. You can provide supporting evidence as set out in Section 6.
5. Failure to provide required evidence may invalidate the claim.
Covered Situations
A claim may be approved if it meets the eligibility criteria and falls within one of the following
categories:
a. Non-Delivery – The item was not received, and the Seller cannot provide valid proof of
delivery to the address stated in the order.
b. Significantly Not as Described – The item differs materially from the listing, including
where:
- It is a completely different item.
- It is sold as authentic but is counterfeit.
- It is missing significant parts or features not disclosed in the listing.
- It is damaged in transit and unusable.
c. Fraud or Misrepresentation – The Seller engaged in intentional deception, such as using
false descriptions, fake tracking information, or listing products they did not possess.
Exclusions
Buyer Protection will not apply if:
1) The item matches its description, but you changed your mind or no longer want it.
2) The item was accurately described but did not meet your personal expectations.
3) You damaged the item after delivery.
4) The Seller disclosed defects or issues before purchase.
5) The transaction involves:
- Digital items or services
- Real estate or vehicles
- Items not paid for via the Rwaj Platform.
Dispute Escalation Process
Step 1 – Contact Seller
- Use the Rwaj messaging system to explain the issue and request a solution.
- Wait at least 48 hours for a response.
Step 2 – Escalate to Rwaj
- If unresolved, file a Buyer Protection Claim through your Rwaj account within the
applicable claim period.
- Submit all required evidence (see Section 6).
Step 3 – Rwaj Review
- Rwaj will review all evidence provided by both parties.
- We may request additional information from either party, with a set deadline for
response.
- A decision will be made based on the evidence, the listing details, and this BP Policy.
Step 4 – Resolution
* If the claim is approved:
- Non-Delivery: Full refund of purchase price plus original shipping.
- Misleading/Fraudulent item: Refund of purchase price plus original shipping;
return shipping covered if the Seller requires the return.
* Refunds will be processed through the same payment method used for purchase.
Evidence Requirements
To process a claim, Buyers must provide:
1) For Non-Delivery: Order confirmation, proof of payment, and any tracking details
received.
2) For Misleading Items: unboxing photos or videos showing the issue, comparison to
the listing, and any packaging details.
3) For Fraud: Screenshots of communications, proof of false claims, or fake tracking
reports.
Sellers must provide:
* Valid Proof of Delivery:
- Verifiable tracking number from a recognized courier.
- Delivery date and status.
- Delivery address matching the order.
- Signature confirmation where applicable.
Outcome and Finality
- If the Buyer meets all eligibility requirements and provides sufficient evidence, Rwaj
will approve the claim.
- Decisions are binding unless new, material evidence is provided within 7 days of the
decision.
- Once resolved, no further claims can be made for the same order under this BP
Policy.
Amendments
Rwaj may amend this BP Policy from time to time, but any changes will not affect claims
already filed before the effective date of the amendment.