Last updated: 9 November 2026
Shop with confidence. EUSUK Market Buyer Protection covers eligible orders paid through our checkout, whether you buy from EUSUK Market or from an independent seller. It is in addition to your legal rights, which it never limits.
1. What is covered
- Item not received: your order has not arrived within 30 days after the latest estimated delivery date, and tracking does not show delivery to you.
- Item not as described: the item is significantly different from the listing. Examples:
- a different item, model, colour or size;
- a counterfeit;
- missing parts;
- an undisclosed defect;
- a used item sold as new.
- Damaged or faulty on arrival: the item arrives broken, damaged or not working.
2. How to get help
- Contact the seller through My Orders. Most problems are solved within 2 business days.
- If the seller does not respond or you cannot agree, email support@eusuk.com with your order number, photos and a short description. Please write within 30 days of the estimated delivery date for non-delivery, or within 30 days of delivery for other issues.
- Our team reviews the case, usually within 5 business days. If your claim is valid, we make sure you receive a full refund, including delivery costs, or a replacement. We may ask you to return the item at no cost to you.
3. What is not covered
- Payments made outside EUSUK Market's checkout, for example direct bank transfers or cash to a seller. Never pay a seller outside our platform.
- Change of mind. This is covered by our Return Policy instead.
- Damage caused after delivery, by misuse or normal wear.
- Import duties you refused to pay, or deliveries failed because of an incorrect address you provided.
- Claims where you have also opened a card chargeback or PayPal dispute for the same order. You cannot be refunded twice.
4. Payment security
All payments are encrypted and processed by certified payment providers (PCI-DSS). EUSUK Market never sees or stores your full card number.
5. Fair use
We may refuse claims and suspend accounts in cases of fraud, abuse or repeated unfounded claims.
