What the fee supports
- Protected payment and delayed seller payout during the issue window
- A secure pickup record using the one-time handover code
- Review of a timely, evidence-backed qualifying claim
- A refund when the seller cancels, the item is not handed over or a qualifying claim is upheld
Qualifying problems
- The item is materially different from the listing
- A serious undisclosed defect could not reasonably have been found during pickup inspection
- An essential part specifically promised in the listing is missing
- The item is counterfeit, prohibited or presents a serious undisclosed safety risk
Not covered
- Change of mind, buyer’s remorse, fit, colour, taste, comfort or preference
- A defect, wear, measurement or missing part disclosed in the listing or visible at pickup
- Minor differences consistent with the stated second-hand condition
- Damage, contamination, loss, repair, alteration or continued use after handoff
- An off-platform payment, late report or claim without the requested evidence
The 24-hour process
Inspect condition, completeness and ordinary operation before sharing the code. Code redemption is strong evidence that the item was inspected and accepted. A qualifying hidden issue must be reported from the order within 24 hours, with clear photographs, video or other requested evidence. Keep the item unused and unaltered while the case is reviewed.
If a return is approved
A return is available only when Shukaroo or the payment provider approves it for a qualifying claim or mandatory law requires it. The buyer must return the complete item in the condition received, using the instructed tracked or code-verified method and by the stated deadline. No refund is completed until return is confirmed, unless Shukaroo instructs otherwise for safety or legal reasons.