2025 update

Plendify Purchase Protection

Plendify's Purchase Protection program ensures buyers are protected when shopping on the platform. If an eligible order encounters a qualifying issue, Plendify will provide a full refund up to $250 USD (including shipping and taxes) or work to resolve the issue. This program is automatic for all purchases made through the Plendify Platform, with no additional cost to buyers. It is not an insurance policy, warranty, or guarantee, and Plendify reserves the right to determine eligibility in its sole discretion.

• What It Covers:

  For qualifying orders, Plendify offers protection in the following cases:

  • 1. Non-Delivery: The item is never delivered (e.g., lost in transit or stolen after being marked as delivered by the carrier).
  • 2. Damaged Items: The item is never delivered (e.g., lost in transit or stolen after being marked as delivered by the carrier).
  • 3. Not as Described: The item significantly differs from the seller’s listing description or photos (e.g., wrong color, size, material, or condition).

• Exclusions:

  • 1. Orders over $250 USD (including shipping and taxes).
  • 2. Late deliveries, including items arriving after the estimated delivery date window, even if caused by carrier delays or external events (e.g., weather, strikes, or other disruptions).
  • 3. Orders not processed through Plendify Platform (e.g., offsite transactions).
  • 4. Orders shipped to an address not provided at checkout (e.g., alternate addresses shared via messages directly with seller).
  • 5. Issues arising from buyer errors (e.g., providing an incorrect shipping address or failing to retrieve a package).
  • 6. Orders from shops violating Plendify's policies (e.g., selling prohibited items).

• Buyer Eligibility Requirements:

  To qualify for Plendify Purchase Protection, buyers must:

  • 1. Complete the purchase using the Plendify Platform (either website or mobile app) in supported countries.
  • 2. Provide a valid shipping address at checkout. Orders shipped to alternate addresses (e.g., requested via messages) are ineligible.
  • 3. Submit a Help with Order request within 90 days from the estimated delivery date.
  • 4. Provide evidence of the issue, such as:
  • 5. Photos of damaged items, including packaging.
  • 6. Screenshots or descriptions of discrepancies for “not as described” claims.
  • 7. Confirmation that no delivery attempt was made (e.g., no tracking updates or carrier confirmation).
  • 8. Cooperate with Plendify's investigation, including responding to requests for additional information.

• How It Works:

  • 1. Contact the Seller: Buyers must first submit a Help with Order request through Plendify to resolve the issue directly with the seller. Include clear details and evidence (e.g., photos of damage or missing items).
  • 2. Wait for Response: Sellers have 48 hours to respond and attempt resolution (e.g., offering a replacement or refund).
  • 3. Open a Case: If the issue remains unresolved after 48 hours, buyers can escalate the issue to Plendify by opening a case via the Help Center.
  • 4. Plendify Review: Plendify reviews the case, including tracking information, buyer evidence, and seller communication. Additional details may be requested.
  • 5. Resolution: For eligible orders, Plendify issues a full refund (up to $250 USD, including shipping and taxes) to the buyer's original payment method. For ineligible orders, Plendify will provide guidance on next steps (e.g., filing a carrier claim for non-delivery).

• Buyer Responsibilities:

  • 1. Provide an accurate shipping address at checkout to ensure proper delivery.
  • 2. Check tracking information regularly and retrieve packages promptly to avoid issues like theft or return-to-sender.
  • 3. Submit clear, honest evidence when reporting issues (e.g., photos of damaged items or packaging).
  • 4. Respond to Plendify's requests for information within the specified timeframe to avoid case closure.
  • 5. For non-delivery claims with tracking showing delivery, buyers may need to file a claim with the carrier or local authorities (e.g., for porch theft) and provide Plendify with the claim details.

• Additional Notes:

  • 1. No Coverage for Late Deliveries: Plendify Purchase Protection does not cover items arriving after the estimated delivery date, as delays are often caused by carriers or external factors. Buyers can contact sellers directly to discuss options (e.g., refunds or replacements) but are not guaranteed protection under this program for late arrivals.
  • 2. Refund Limits: Refunds are capped at $250 USD per order, including shipping and taxes. For orders exceeding $250, buyers may need to pursue additional recourse through carriers or payment processors.
  • 3. Fraud Prevention: Plendify monitors for fraudulent claims (e.g., repeated “non-delivery” reports) and may restrict accounts abusing the program.
  • 4. Carrier Claims: For non-delivery or damaged items, Plendify may require buyers to file a claim with the carrier and provide the claim number before issuing a refund.

• Tips for Buyers:

  • 1. Review seller shop policies (e.g., returns, refunds, or custom orders) before purchasing to understand expectations.
  • 2. Check the seller's reviews and ratings to gauge reliability.
  • 3. Save tracking information and take photos of packaging if an item arrives damaged to support your claim.
  • 4. For high-value orders (over $250), ask sellers if they use shipping insurance or signature confirmation for added security.
  • 5. Contact Plendify Support promptly via the Help Center (help.plendify.com) if you encounter issues with a case resolution.