What we cover

SellWiki’s Buyer Protection scheme is designed to give buyers confidence that the lot they bid on is the lot they will receive, in the condition described. The scheme covers two categories of claim:

The first is a lot that materially differs from its listing. This includes a significant discrepancy in the item’s condition relative to what was described and photographed (for example, a lot listed as “excellent condition” that arrives with unreported cracks, chips, or damage); delivery of a wrong item; the absence of parts, accessories, or documentation that the listing explicitly stated were included; or a lot that cannot be authenticated and is reasonably suspected to be a counterfeit, forgery, or reproduction presented as an original.

The second is non-delivery. If a lot has not arrived and tracking information shows no movement, or if no tracking information was provided and 30 days have passed since your payment cleared without delivery, you are eligible to open a non-delivery claim.

This scheme does not limit or replace any statutory consumer rights you may have under the laws of your country of residence. Where applicable law provides you with stronger protections than this scheme, those protections take precedence.

What we don’t cover

The Buyer Protection scheme does not cover buyer’s remorse. All auction sales on SellWiki are final once the auction closes with the hammer price at or above the reserve. Changing your mind about a purchase after the auction ends, or finding a lower price elsewhere, does not constitute grounds for a claim.

Minor deviations within the described condition grade do not constitute a material discrepancy. All physical items show some degree of variation; a claim requires a discrepancy that a reasonable person would consider significant and that would have materially affected their decision to bid had it been disclosed. Disagreements about subjective condition assessments — for example, whether a piece is “very good” or merely “good” when both descriptions were plausibly applicable — are not covered by this scheme, though we may assist with mediation.

Damage caused during transit is not covered by this scheme. All shipping risk passes to the buyer upon handover to the carrier, unless the seller has contracted carrier insurance on the buyer’s behalf. Buyers are encouraged to inspect lots promptly on receipt and to retain original packaging if transit damage is suspected, as claims with the carrier will require photographic evidence of the packaging and its condition.

How to file a claim

Claims must be initiated through the Platform. Navigate to the relevant order in your account, open the Order detail page, and select “Report an issue.” You cannot open a claim by emailing support directly; the claim must be linked to the Order record so that all correspondence and evidence is associated with the transaction.

For claims that a lot materially differs from its listing, the 14-day window to open a claim runs from the date on which your tracking information confirms delivery. If you have not received tracking updates and believe the lot may be lost, you should contact the seller first. If the seller cannot confirm dispatch, open a claim immediately; do not wait for the non-delivery window.

For non-delivery claims, the window opens at 30 days from the date your payment cleared. You may open a claim any time between 30 days and 45 days after payment. Claims opened more than 45 days after payment cleared will not be accepted under this scheme, though you may still have statutory remedies available to you.

When opening a claim, describe the issue clearly and upload photographic evidence where relevant: photographs of the item received alongside screenshots of the listing photographs; images of any damage or discrepancy; and any written communication you have already had with the seller. Strong, clear evidence supports a faster resolution.

The process

Once you submit a claim, SellWiki will notify the seller by email and through their seller dashboard. Both the buyer and the seller will have 5 business days to submit their evidence and written position. SellWiki will review all submissions, cross-reference the original listing, and where relevant consult publicly available information about the item type.

SellWiki will issue a decision within 10 business daysof the close of the evidence submission period. In complex cases involving contested authenticity or significant value, we may extend the review period by a further 5 business days with notice to both parties. SellWiki’s decision is based on the balance of evidence submitted and our reasonable assessment of the listing and the claimed discrepancy; we are not a court, and our decision does not prevent either party from pursuing legal remedies.

During the claim period, all funds related to the disputed order are held in Stripe’s infrastructure and will not be released to the seller until the claim is resolved. SellWiki may hold funds for up to 30 days from the date the claim is opened. If the claim is not resolved within that period, we will extend the hold and notify both parties.

Possible outcomes

SellWiki’s decision will result in one of three outcomes:

A full refundis issued where the claim is upheld — meaning the lot materially differed from the listing, was counterfeit, or was not delivered. In this case, the buyer receives a full refund of the hammer price plus buyer’s premium paid. Where the lot was received but materially misrepresented, the buyer may be required to return it to the seller; if a return is required, the seller bears the cost of a prepaid return shipping label. The seller commission is not paid to the seller, and any held funds are returned to the buyer.

A partial refund may be agreed where both parties consent to a negotiated resolution — for example, the lot had a minor undisclosed defect that the buyer accepts but for a reduced price. SellWiki can facilitate and record such an agreement. Partial refund amounts are determined by the parties and confirmed through the Platform; neither party is obligated to accept a partial resolution.

The claim is deniedwhere the evidence does not support the buyer’s position — meaning the lot was materially as described or the claimed discrepancy falls within normal variation. In this case, the held funds are released to the seller in full on the normal payout schedule. A claim denial does not prevent the buyer from pursuing statutory consumer rights or legal remedies through other channels.

Chargebacks

If a buyer initiates a chargeback with their card issuer or bank while a SellWiki Buyer Protection claim is open, the SellWiki claim process will be suspended for the duration of the chargeback process. Chargeback resolution is governed by the card network’s rules (Visa, Mastercard, American Express, or the relevant scheme) and Stripe’s dispute handling procedures, not by SellWiki. SellWiki will provide the relevant Order evidence to Stripe for submission to the card network in response to the chargeback.

Initiating a chargeback while a SellWiki Buyer Protection claim is pending may result in the Platform claim being closed without resolution. If the chargeback is decided in the buyer’s favour, no further SellWiki refund will be issued for the same transaction. If the chargeback is decided in the seller’s favour, the SellWiki claim may be reopened at SellWiki’s discretion.

We strongly encourage buyers to exhaust the SellWiki Buyer Protection process before initiating a chargeback, as chargebacks carry administrative costs for all parties and may result in slower resolution. However, we recognise that your right to initiate a chargeback is a statutory right and we do not prohibit its exercise.

Questions

If you have questions about this policy or need guidance on whether your situation qualifies for a claim, contact our support team at support@sellwiki.live before the claim window closes. We will advise you on the appropriate course of action. Opening a support ticket does not toll the claim deadline; you must open a formal claim through the Order page within the applicable window.