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Buyer protection

Every purchase made with the Buy button is protected. Your money stays with Rocha until you confirm the item arrived as described.

What is covered

  • The seller never sends the item: you get a full refund, fee included.
  • The item is significantly different from the photos or description: you can return it for a full refund.
  • The item is a counterfeit: you can always return it.
  • You and the seller cannot agree: our support team decides, using the listing, the chat and the delivery history.

What you need to do

  • Check the item as soon as it arrives. You have 48 hours to report a problem.
  • Only tap Item received when you are happy. That releases the money to the seller and ends your right to return.
  • If you do nothing, the order completes by itself 72 hours after delivery.

What is not covered

  • Anything paid for outside the Buy button, including cash, direct mobile money transfers and bank transfers.
  • Changing your mind, or an item that does not fit when the size was listed correctly.
  • Problems reported after you tapped Item received or after the reporting window closed.