Buyer Protection Policy

The FERKA$ Buyer Protection Guarantee covers eligible purchases paid through ferkas.market checkout against the following issues:

• Item Not Received (INR) — the item did not arrive by the latest estimated delivery date, or tracking has not updated for 10+ business days.

• Item Not As Described (INAD) — the item is materially different from the listing (wrong colour, size, model, condition, materials, or specifications).

• Damaged item — the item arrived broken, defective, or unusable.

• Wrong item received — the Seller shipped a different product from the one ordered.

• Missing parts or accessories — the item arrived incomplete versus the listing.

• Counterfeit or prohibited item — the item is fake, replica, recalled, or otherwise not lawfully sellable.

• Seller communication failures — the Seller has not responded within 3 business days to a legitimate order query.

• Buyer's remorse where the item matches the listing and the Seller's return window has passed.

• Items collected off-platform or paid outside ferkas.market checkout.

• Damage caused by the Buyer after delivery.

• Items refused by customs due to Buyer-provided information errors.

• Claims opened outside the applicable claim window.

Item Not Received: open the claim between 3 days after the latest estimated delivery date and no later than 30 days after that date.

All other issues (INAD, damage, wrong item, counterfeit, missing parts): open the claim within 30 days of delivery.

Suspected counterfeit or safety issue: open the claim within 90 days of delivery.

Buyers must provide: order number; a clear written description of the issue; and — for INAD, damage, wrong item, counterfeit, or missing parts — dated photos and/or video of the item received, its packaging, and any shipping label.

For counterfeit claims we may request the item's brand markings, serial numbers, and a comparison with an authentic reference.

For INR claims where tracking shows delivered, we may request a signed statement and, where possible, evidence from the carrier or a police/loss report.

Step 1 — Contact the Seller through the order page. The Seller has 3 business days to respond and offer a resolution (refund, replacement, or return-and-refund).

Step 2 — Escalate to FERKA$ if unresolved. The Seller has a further 3 business days to submit evidence and a proposed resolution.

Step 3 — FERKA$ investigates and issues a decision, typically within 7 business days of escalation (up to 14 business days for complex cross-border or counterfeit cases).

Step 4 — Approved claims result in a full or partial refund, a replacement, or a return-and-refund. Where a return is required, FERKA$ (or the Seller) will provide a prepaid return label if the fault lies with the Seller.

Step 5 — FERKA$ may issue the refund directly to the Buyer from held funds and recover the amount from the Seller under the Seller Agreement.

Sellers who do not respond within the deadlines set out above will be considered to have accepted the Buyer's claim, and FERKA$ may resolve the case in the Buyer's favour, refund the Buyer from held funds, and debit the Seller's balance.

Either party may appeal a decision within 7 days by submitting new material evidence. Appeals are reviewed by a senior case manager. Decisions on appeal are final for the FERKA$ Buyer Protection process, without prejudice to statutory rights and payment-provider chargeback rights.

This Guarantee is offered in addition to — and does not limit — statutory consumer rights (including UK Consumer Rights Act 2015 and EU Directive 2011/83/EU rights of withdrawal).