Buyer Protection

Our Commitment

When you buy on Enat Market, we want you to feel confident your order will arrive as described. If something goes wrong with an eligible order, our Buyer Protection process helps you report the issue and work toward a resolution.

What's Covered

You can open a dispute on an order for any of the following reasons:

• Item not received
• Item not as described
• Item arrived damaged
• Wrong item sent
• Other issues with your order

How to Report a Problem

1. Go to the order in your Purchase History.
2. Select "Report a Problem" and choose the reason that best describes the issue.
3. Add details about what happened. Photos or specifics help us resolve things faster.
4. Submit — your dispute is reviewed by our team.

We'd also encourage messaging the seller directly first, since many issues can be resolved quickly that way — but you're never required to do so before opening a dispute.

How Disputes Are Resolved

Once a dispute is opened, our team reviews the order, the reason given, and any details provided. A dispute may be resolved in your favor — which can include a refund — or, if the issue can't be substantiated, it may be rejected. We aim to review disputes promptly and will keep you updated on the order's dispute status.

Refunds

When a dispute is resolved in the buyer's favor, refunds are processed back to your original payment method. Refund timing after processing depends on your bank or card issuer.

What's Not Covered

Buyer Protection is intended for genuine issues with an order — items that didn't arrive, don't match their listing, or arrived damaged. It isn't a substitute for reading a listing carefully before purchase, and disputes opened without a valid basis may be rejected.

Questions

If you have questions about a specific order or the dispute process, reach out through our Help & Support page.