Purchase Protection

1. What it is

Purchase Protection is EmenCraft’s case-review process for eligible paid orders. It is not insurance, a bank guarantee or an automatic refund. No protection payment can be made until live payment and refund providers are connected.

2. Potentially eligible cases

• A paid order did not arrive after the delivery window and reasonable carrier investigation.
• The delivered product was materially damaged, unsafe or not as described.
• The seller failed to provide a mandatory cancellation, return or refund remedy.
• The buyer first gave the seller a reasonable opportunity to resolve the problem, unless urgent safety or fraud concerns apply.

3. Exclusions

• Unpaid, off-platform or prohibited transactions.
• Buyer error, address error, normal wear, minor variation inherent in handmade work, or damage caused after delivery.
• False, abusive, duplicate or late claims where evidence can no longer reasonably be assessed.
• A change of mind for a genuinely personalised product where no statutory remedy applies.

4. Outcomes

EmenCraft may request evidence, facilitate a return, uphold or decline the claim, or require another remedy. Decisions do not remove chargeback, court, regulator or mandatory consumer rights.