At Hivoox, we understand that peace of mind is essential when purchasing products or services online. That’s why we have implemented robust buyer protection designed to guarantee your satisfaction and establish a trusting relationship between buyers and sellers on our international marketplace.

Why Hivoox Buyer Protection is Unique?

Commitment to Excellence: We don’t just solve problems,we anticipate your needs by offering personalized solutions.
Security at Every Step: Transparent and efficient processes to protect your transactions, whether for products or services.
Global Coverage: Hivoox protects your purchases worldwide, regardless of the sector or the nature of your needs.

Hivoox Guarantees in Detail

For Products
You are covered if:

You do not receive the ordered product.
The product received is damaged, defective, or not as described by the seller.
Delivery did not meet the agreed deadlines.

Specific exclusions:

Products damaged after receipt.
Customized or made-to-order products.

For Services
Our conditions for services are tailored to meet the specific needs of professionals:

Full refund if the service was not provided.
Full refund if the service does not match the seller’s description.

The refund conditions for products and services follow these principles:

Refund requests can be made if the product has not been delivered or does not match the description.
For services, a refund can be requested if the service has not been provided or is not in accordance with the description.

How to Request a Refund?
We have simplified the process to ensure a smooth experience:

Identify your order: Log in to your account, go to the Orders tab, and select the one that is problematic.
Contact Hivoox: Submit a claim including the order number and a detailed description of the issue. Attach evidence (photos, screenshots, videos) if necessary.
Track your request: Our team will review your claim and keep you informed at every stage.
Refund Processing Time: Once approved, your request will be processed within 1 to 15 days, depending on the payment method used.

Product Return Policy
To ensure satisfaction for all, we have established clear rules regarding returns:

Products
If you change your mind, return shipping fees are your responsibility.
In case of non-conformity, defects, or delivery errors, return shipping fees will be covered by the seller.

Global Buyer Protection

Hivoox is committed to respecting the legal specifics of each region:

European Union (EU):

Legal warranty of conformity for products of two years. Right of withdrawal within 14 days for products purchased online. For services, refund conditions follow the 14-day withdrawal rule, provided the service was not provided or is non-compliant with the seller’s description. However, some services provided immediately or those that cannot be returned are not subject to this rule.

Brazil:

Legal warranty of 90 days for products. Right of withdrawal within 7 days for online purchases. These conditions also apply to services, with a right of withdrawal of 7 days for services that were not provided or are non-compliant with the seller’s description.

United States:

No mandatory right of withdrawal for online purchases unless specified in the terms of the contract.
Services can be canceled and refunded if they are non-compliant with the seller’s description or not provided.
Products can be returned, replaced, or refunded if they are non-compliant with the seller’s description or not delivered.
Certain services or products may be subject to specific conditions depending on the state.

Canada:

Right of withdrawal within 10 days for products not delivered, defective, or non-compliant with the seller’s description.
Services can be canceled and refunded if they are non-compliant with the seller’s description or not provided.

Australia:

Under Australian consumer law, a product can be replaced, returned, or refunded if it is defective, non-compliant with the seller’s description, or not delivered within a reasonable time.
Services can be canceled and refunded if they are non-compliant with the seller’s description or not provided.

China:

In China, a 7-day return right applies to services that have not been provided or are non-compliant with the seller’s description. This applies to both products and services purchased online.
Services can be canceled and refunded if they are non-compliant with the seller’s description or not provided.

India:

Right of withdrawal within 14 days for products not delivered, defective, or non-compliant with the seller’s description.
Services can be canceled and refunded if they are non-compliant with the seller’s description or not provided.

South Africa:

Right of withdrawal within 7 days for products not delivered, defective, or non-compliant with the seller’s description.
Services can be canceled and refunded if they are non-compliant with the seller’s description or not provided.

Morocco:

Right of withdrawal within 7 days for products not delivered, defective, or non-compliant with the seller’s description.
Services can be canceled and refunded if they are non-compliant with the seller’s description or not provided.

Ivory Coast:

Right of withdrawal within 10 days for products not delivered, defective, or non-compliant with the seller’s description.
Services can be canceled and refunded if they are non-compliant with the seller’s description or not provided.

Rest of the World:

For all other countries not specified above, the return and refund conditions for services and products will be adapted according to local regulations regarding online commerce and consumer protection.
However, in the absence of online purchase cancellation laws in a country, we will apply our cancellation policy, which is as follows:

14-day withdrawal right for products that are undelivered, defective, or not as described by the seller.
Services can be canceled and refunded if they are not as described by the seller or have not been provided.

Hivoox will respect local business practices and is committed to offering services that meet expectations and comply with the laws of each country.