Buyer Protection

Shop with confidence

What Is Buyer Protection?

A simple way to keep you shopping securely

We're a trusted marketplace and only connect you with verified sellers. We use PayPal to process your payments to the seller, so you get protection from checkout to 180 days after purchase.

The vast majority of orders placed through OnBuy are without issue. On the rare occasion you do have an issue, our partnership with PayPal means you can seek expert assistance in resolving it.

If the seller can't resolve your issue, you can use PayPal Buyer Protection. The scheme can be used to resolve eligible issues with your orders, regardless of how you paid and whether you have a PayPal account or not.

Am I covered?

All of our customers can use the PayPal Buyer Protection scheme if needed, even if you paid by card or you don't have a PayPal account. You can claim if...

  • Your order doesn't arrive
  • Your order arrived damaged
  • Your order isn't as described

How does Buyer Protection work?

You can file a dispute through PayPal. There are two methods of doing this, depending on the way you paid (see here for instructions). Essentially, you’ll file a dispute via PayPal which will be between you and the seller at first. You can escalate your dispute to a claim within 20 calendar days of opening your dispute, at which point it’s escalated to PayPal.

When you escalate your dispute to a claim, PayPal will conduct a review and they may request evidence from you to support your claim. PayPal will evaluate your claim and make a decision regarding a refund.

How do I use Buyer Protection?

I paid with card

If you paid by card, you placed your order as a ‘PayPal guest’, so you’ll need to contact PayPal directly with your transaction ID (this is located in your PayPal payment receipt email and will look something like this: 1QA09404TE727221Q).

You can contact PayPal here.

I paid with PayPal

If you paid with your PayPal account (be it with a credit/debit card, linked bank account or PayPal balance, also known as a PayPal wallet) you can file a dispute by clicking here to go to their Resolution Centre.

Why can’t OnBuy refund my order?

We use PayPal to process your payments to the seller so both parties can rest assured the transaction is secure, and give you access to expert dispute resolution teams in case of any issues.

I paid by card, not a PayPal account - does this mean I'm still covered?

Yes! All of our customers are covered by the Buyer Protection scheme for eligible issues, regardless of whether you paid by card or through PayPal.

Have more questions? See our extensive FAQ page here

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