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When are purchases protected?

Many purchases that you make using on-site checkout on Facebook or Instagram are covered by Purchase Protection Policies. Your purchases are protected in the following situations:

Item not received

An item is considered "not received" if an item is not received by the buyer within 16 days after the merchant or individual seller confirms the order.

Item damaged or significantly different than described. For example:

Item was damaged during delivery

Item is missing major parts, and this wasn't disclosed

Item condition was different than described

Item is a different version or edition than what was displayed for the purchase

Item is completely different from what was ordered

Merchant not following their stated Refund Policy

Unauthorised purchases

You can file a claim for the full price of an item with a purchase price of up to USD 2,000 including tax and delivery. You have a lifetime coverage limit of USD 10,000.

You must file a claim within 45 days from the date of delivery of your purchased product, or within 60 days for unauthorized claims. If you never received your item, you must wait two days after the last date of estimated delivery before filing a claim.

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