[Hong Kong] What does Buyer Protection cover?
*Advisory*
Be wary of users requesting for your personal contact details i.e email address, mobile number and credit/debit card details to receive payment (including fake Buyer Protection links). Payments made through Carousell for orders placed with ‘Buy’ button would not require users to provide details via Chat. Immediately report the user if you encounter such situations. You may read more on our phishing advisory.
Refund Eligibility criteria
Under the Buyer Protection program, buyers are qualified for a refund if the following criterias are met:
- During the dispute window, a dispute is raised on the basis that:
- Item(s) not received* for tracked shipping**; or
- An item is significantly not as described by the seller
*Item(s) not received refers to the situation when the seller failed to deliver the item according to the selected courier method.
**Sellers are advised to opt for tracked shipping. You can find the list of recommended courier partners which we provide tracked shipping here: List of couriers with in-app tracking
- Buyers are required to return the item to the seller in the same condition as received to be eligible for refund unless agreed otherwise with the seller and/or Carousell
- Buyers complete and pay for their transaction via the 'Buy' button
Buyers raise the dispute through their Order Details page within the dispute window (2 days after in-app delivery status reflects the item has been delivered or collected,10 days after the maximum delivery duration selected after the order is confirmed, or before the buyer acknowledges the receipt of the item as per described, whichever comes first)
Exclusions
| Change of mind |
Not covered. Will include cases where buyer claims order was placed incorrectly by mistake. |
| Refund/request request raised after the dispute window. | Not covered. |
| The buyer makes a claim for something that is not in the original listing/what was agreed upon. | Not covered. |
| The item gets stolen/damaged post successful delivery |
Not covered. It is the buyer’s responsibility to ensure that the receiving address can receive the item securely Parcel and packaging that has creases, lines, wrinkles or dents as a result of shipping or tempered of packaging upon delivery will not be covered unless the item itself is damaged. |
| The items are reported for surface wear and tear that does not affect functionality |
Not covered. For “Brand New” items, orders will be reviewed on a case-by-case basis |
| Payment arrangements that were not through the ‘Buy’ button. | Not covered. Partial payment or full payment of items completed outside of the platform (transactions that occur not through the ‘Buy’ button) |
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Excluded items Sellers are responsible for listing their products in the correct categories, should not be enabling on-platform payment for items that are not eligible |
Not covered. *regardless if it was initially listed in BP enabled categories
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| Additional Exclusions |
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A. Item is not received for tracked shipping
Sellers are required to deliver the item to the address in the Order details. If, based on Carousell’s determination, the claim for non-receipt is valid, a full refund will be prescribed for the item that is not received.
For courier-related matters, compensation to the seller is capped at the courier’s compensation value. Sellers are strongly advised to choose a mailing method that sufficiently covers the value of the item they are mailing. Carousell will not compensate for lost/missing parcels.
Sellers are responsible for ensuring that the item they are mailing complies with the chosen courier’s packaging guidelines and terms of service in order to qualify for their respective compensation payouts if needed.
| Protected Scenarios | |
| Non-delivery to address in the Order details through Carousell’s integrated tracked delivery provider |
If the status of the shipment is reflected as “LOST/MISSING” (or equivalent), the buyer is entitled to receive a full refund, including original shipping costs. The seller is entitled to compensation as prescribed in the Insurance coverage for Carousell Official Delivery. |
| Non-delivery to address in the Order details through custom courier (tracked delivery provider) |
If the status of the shipment is reflected as “LOST/MISSING” (or equivalent), the buyer is entitled to receive a full refund, including original shipping costs. The seller is entitled to a compensation of what is provided by the selected courier*. |
*For courier-related matters, compensation to the seller is capped at the courier’s compensation value. Sellers are strongly advised to choose a mailing method that sufficiently covers the value of the item they are mailing. Carousell will not compensate for lost/missing parcels.
Exclusions when buyer did not receive an item for tracked shipping
| Excluded scenarios | |
| Tracked items are collected by a third party on behalf of the buyer | Not covered. In the event that the item is intercepted by a third party, there is a transfer of responsibility for the items to this third party and will not be held liable for missing items. For custom couriers Buyers should ensure that the address that they are delivering to can be reached by courier selected. |
| The buyer went to a different SF collection point than what was declared when placing their order | Not covered. |
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The buyer provided an invalid or incorrect address at checkout |
Not covered. |
| The delivery has been delayed beyond the dispute window | Not covered. |
| The buyer used Carousell’s integrated tracked delivery provider however the item amount is $0 (buyer paid seller off-platform) | Not covered. |
B. Item is significantly not as described (SNAD)
Sellers are required to deliver the item as it was described in the listing. If the buyer receives an item that is not significantly as described in the listing, a buyer may be entitled to a full refund, including original shipping costs, if the buyer raises a dispute 2 days after in-app delivery status reflects the item has been delivered or collected,10 days after the maximum delivery duration selected after the order is confirmed, or before the buyer acknowledges the receipt of the item as per described, whichever comes first.
Buyers are required to return the item to the seller in the same condition as received, to be eligible for a refund. Buyers may not be required to return the item if the seller and/or Carousell is agreeable. Other solutions can include sellers sending a replacement item instead of a refund.
If an item is being returned, it is the seller’s responsibility to pay for return shipping (unless there is proof that the item was damaged during delivery through our integrated provider).
When a dispute is raised, Carousell will look for:
- Description and photos of the listing on Carousell at the point of transaction between buyer and seller
- Photos and condition of the item from seller at the point of shipment
- Sellers are advised to test the item before delivery and to keep the evidence as proof of the item’s functionality. Carousell may use this as proof in cases where the item is claimed to be not working /functionally damaged.
- Proof of adequate packaging measures taken by the seller at the point of shipment
- Photos of the condition of the received item from buyer
- Proof that the item was falsely or inaccurately described (if applicable)
For courier-related matters, compensation to the seller is capped at the courier’s compensation value. Sellers are strongly advised to choose a mailing method that sufficiently covers the value of the item they are mailing.
Sellers are responsible for ensuring that the item they are mailing complies with the chosen courier’s packaging guidelines and terms of service in order to qualify for their respective compensation payouts if needed.
If the courier specifies a deadline for the buyer to collect the item from the pick-up collection point, the buyer will be responsible for any additional daily storage fees incurred due to delays in collecting the item. Additionally, the buyer shall be responsible for any additional fees charged by the couriers to you pursuant to their terms and conditions, including but not limited to any re-attempt delivery charges and additional services charges.
| Protected Scenarios | |
| Seller sends the wrong item |
Covered. e.g. seller sent a size S shirt, instead of a size M shirt ordered by the buyer |
| Seller fulfills partial order |
Covered. e.g. seller sends shoes without laces when the listing indicates that laces are provided |
| Seller sends an item that does not look significantly as described |
Covered. e.g. seller sends a gold ring, instead of a silver ring ordered by the buyer |
| Seller sends an item that deviates extensively from the listing photo |
Covered. E.g. From the listing photo the dress is grey but the actual item received is blue in color |
| Seller misrepresents the item in appearance and in working condition | Covered. Sellers have the responsibility to represent the full and accurate condition and functionality of the product on Carousell. e.g. Seller labels the dress as brand new in the listing, but there are visible stains on the dress e.g. Seller mentions in the listing that the mobile phone is scratch-free but the buyer receives a mobile phone with visible scratches e.g. Seller states under the listing that the laptop is functioning but the buyer receives a laptop with dead pixels on the screen e.g. Seller labels the camera as functioning and can be turned on, but the camera does not work |
| Item is damaged during delivery from seller to buyer |
Covered. Sellers are responsible for ensuring that the item they are mailing complies with the chosen courier’s packaging guidelines and terms of service in order to qualify for their respective compensation payouts if needed. |
Exclusions when buyer receives an item that is significantly not as described in the listing
| Excluded scenarios | |
| Items that were clearly described as faulty in the listing |
Not covered. e.g. If Carousell decides that there was sufficient proof by seller in the listing at the point of transaction to communicate to buyer that the item is faulty |
| For complex goods like electronics, mobile phones and tablets, appliances, SNAD does not cover warranty of item |
Not Covered. e.g. Seller sends a washing machine to the buyer that is functioning on day 1, but stops functioning the next month. Buyer has only a 2-day window period to raise a dispute. |
| For complex goods like electronics, mobile phones and tablets, appliances, SNAD does not cover in-depth subjective functionality of items |
Not covered. E.g. Buyer claims the spinning function of the washing machine is not “fast enough” |
| For complex goods such as pet supplies, health and beauty items, food and drinks, SNAD does not cover in-depth subjective functionality of items |
Not covered. E.g. Buyer claims that the smell of the perfume is not as “floral” |
| Items sold in gift bundles in a single listing e.g. goodie bags, hampers, mystery boxes where there is no description of each of the individual constitutes/ components of the bundle | Not covered. E.g A listing described as a bag of clothes with "all Brand X items" but containing only one Brand X piece and the rest unbranded. |
| The buyer claims that there are differences in the cut of an apparel, product versions, material, models etc by comparing past variations of the same item/ product unless stated in the description | Not covered. E.g Buyer claims that the cutting of the same type of chino pants that they previously bought from retail brand x is not the same as the ones they received |
| The buyer claims that the same item sold in different sites/ shops are of a different price than what they purchased on Carousell | Not covered. |
Dispute Handling and Returns Process
For more details on how Carousell manages disputes and returns, please refer to Overview of Carousell's dispute handling process