If something is wrong with your order, we won't leave you on your own. Venduka Buyer Protection applies when your paid order doesn't arrive, is significantly different from the description, or a digital delivery is faulty. You open a case directly from your order, and our team reviews it fairly for both sides.
What is covered?
Buyer Protection applies to the following problems with a paid order:
- Item not received: your shipped order does not arrive.
- Significantly not as described: the delivered item differs substantially from the product description.
- Faulty digital delivery: a paid digital file cannot be downloaded or opened, or is corrupted.
Depending on the case, these resolutions are possible:
- Refund of the purchase price.
- Replacement of the item.
- Rework or correction by the seller.
- Renewed access to download the digital file.
Requirements
For Buyer Protection to apply, these conditions must be met:
- The order was paid for through Venduka.
- The order is in the status shipped, delivered, or (for digital items) paid — only then can a case be opened.
- There is no other open case for the order yet.
How to open a case
Cases are always opened for a specific order — step by step:
- Open the affected order under "My orders".
- Select "Report a problem" and describe what is wrong; add evidence (e.g. photos) where possible.
- The seller then has up to 5 days to respond or offer a resolution.
- If you can't reach an agreement, the Venduka team decides on the case within up to 10 days.
What is not covered?
Not every case falls under Buyer Protection. In particular, the following are not covered:
- Buyer's remorse: you no longer like the item, but it is as described (your statutory right of withdrawal may apply instead).
- Custom-made items produced exactly to your specifications and matching the description.
- Mere shipping delays by the carrier while the parcel is still in transit.
- Damage that occurred after receipt due to improper use.
How this differs from your right of withdrawal
Buyer Protection is not a substitute for your statutory right of withdrawal. The right of withdrawal lets you cancel a purchase without giving a reason; Buyer Protection, by contrast, applies to concrete problems with the order. Learn more:
Having a problem with an order?
Open the case directly from the affected order: open the order → "Report a problem".
Go to my ordersLast updated: June 2026