Global Buyer Protection & Chargeback Policy
Last updated: October 22, 2026
The guarantee
Every order on Elefair is covered: you get the item you ordered, as described, or your money back. Elefair holds your payment and releases it to the seller only after delivery, which is why claims can be resolved quickly.
Covered
- Item not received by the latest estimated date + 7 days (15/30 business days without tracking movement)
- Item arrived damaged, defective, counterfeit, materially different from the listing or incomplete
- Seller cancelled or failed to ship
Not covered
- Buyer's remorse beyond the return window; items damaged by misuse
- Duties refused at delivery; incorrect address supplied by the buyer
- Claims filed more than 30 days after the latest estimated delivery date
- Payments made outside Elefair checkout
How a claim works
- Message the seller from the order (most issues are solved here within 2 business days).
- If unresolved, open a claim with Elefair Support: we review tracking, photos and messages and decide within 5 business days.
- Outcome: full/partial refund, replacement, or claim denied with reasons. Decisions are final on the Platform.
Chargebacks
Please contact us before disputing a charge with your bank — a claim is faster and does not freeze the seller's account. If you file a chargeback, we provide the bank with tracking and communication records; a chargeback filed after a refund, or for an order that was delivered as described, is treated as abuse and may lead to account closure and recovery of the amount.
Fraud prevention
Our Order Pattern Monitor reviews unusual orders (velocity, address reuse, high-value first orders). We may ask for identity confirmation before shipping high-value orders and may cancel orders we cannot verify.
For sellers
Valid claims are refunded from the seller's balance; sellers can appeal with evidence within 5 days. Chargebacks the seller loses because of missing tracking are the seller's cost; chargebacks lost despite valid tracking and policy compliance are absorbed by Elefair.
Last updated October 22, 2026