buyer protection

• Change of mind. You can still return within 14 days, but you pay the return postage. On orders from private sellers, the original postage and the £1.50 fee are not refunded on a change of mind: the protection service was delivered, you simply changed your mind.
• Payments made outside Kaparay. Pay by bank transfer, PayPal or cash and there is nothing we can do. Keep it here and you are covered.
• Damage after delivery. Once a piece has arrived and the issue window has passed, later damage is not covered.

• Item never arrives. If the carrier confirms a parcel is lost, you are refunded in full: item, postage and fee.
• Not as described. Condition worse than graded, a flaw that was not disclosed, the wrong size, a missing piece. Report it within 14 days of delivery with photos. If your case is upheld you are refunded in full, and the seller covers your return postage (you are reimbursed, up to £5.50).
• Counterfeit. Zero tolerance. A confirmed counterfeit means a full refund, and the item never returns to circulation.

When you pay, your money is held securely with Stripe. The seller is not paid until delivery is confirmed plus a 48-hour window for you to flag a problem. Raise an issue inside that window and the payout freezes until the case is resolved.

After the window closes you can still report a not-as-described issue for up to 14 days from delivery; upheld cases are refunded even after the seller has been paid.

Open the order and tap "Report an issue". The seller has 72 hours to respond. If you cannot agree, a named person at Kaparay decides within 3 working days, with written reasons. No bot wall, no vanishing chat history.