Before handoff
If the seller cancels, does not confirm, cannot provide the item or the handoff never takes place, the provider should cancel or refund the item price and Buyer Protection fee. The buyer must inspect condition, completeness and ordinary operation before revealing the code. If a visible problem exists, do not accept the item or share the code.
The 24-hour claim deadline
A hidden qualifying problem must be reported from the order no later than 24 hours after code redemption. Late claims normally close automatically and seller payout is released. The buyer must promptly provide clear photographs, video, listing and chat context or other requested evidence, and must preserve the complete item without use, repair or alteration.
What may qualify
- A materially different item or serious undisclosed hidden defect
- An essential part specifically promised in the listing is missing
- A counterfeit, prohibited item or serious undisclosed safety risk
- Seller cancellation, non-confirmation or failure to hand over the item
What is not covered
- Change of mind, buyer’s remorse, fit, colour, taste, comfort or preference
- Wear, dimensions, defects or missing parts disclosed in the listing or visible at pickup
- Minor differences consistent with the stated condition of a used item
- Damage, dirt, loss, modification, repair or continued use after handoff
- A late, unsupported, abusive or off-platform claim
Approved returns
A buyer may return an item only after Shukaroo or the provider approves a qualifying claim, the seller voluntarily agrees, or mandatory law requires it. The complete item must be returned in the condition received, by the instructed tracked or code-verified method and deadline. A refund may be withheld until return is confirmed. Failure to follow the return instructions can end protection.
Fee and refund outcome
The Buyer Protection fee is refunded when payment fails, the seller cancels, no handoff occurs or a qualifying claim is upheld for a full refund. It is normally not refunded when the buyer abandons the purchase, changes their mind, misses the deadline or submits a rejected claim. Outcomes may include release to the seller, full refund, partial refund or another agreed solution. Mandatory Israeli law and provider rules always prevail; final wording requires Israeli-counsel and provider approval before live payments.