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Last update: 01 Sept, 2023

Paypal: Purchase Protection

If an eligible item you purchased online is not delivered to you or is not as described by the seller, you can receive a full refund (including shipping) using PayPal Buyer Protection. Purchase Protection covers eligible purchases you make with PayPal on eBay or any other site. It also covers you when you make a payment on the PayPal site. Subject to conditions.

To find out more about the conditions of application of Purchase Protection, consult our Terms of Use

What goods are covered?

Physical goods that can be shipped and do not violate PayPal policies. Here are some examples of situations where an item does not match its description: you purchased a book but received a DVD, you purchased a new item but received a previously used item, you purchased 3 items but did not have any received only 2, the item was damaged during delivery, the item is missing important parts (not specified by the seller), or you purchased a branded item but received a counterfeit.
What items are not covered?
Intangible goods such as services, real estate, motor vehicles (of all types), personalized items, travel tickets, industrial machinery goods (for manufacturing), prepaid cards and gift certificates, hand-delivered items and items that violate PayPal or eBay policies. You must report a dispute within 180 days, otherwise you will not be covered.

General guidelines

  • Disputes can only be reported for certain physical and tangible goods
  • The full price of the item must be paid at once
  • The buyer can report a dispute within 180 days of the payment date
  • If the buyer and seller cannot reach an amicable agreement, the dispute can be transformed into a claim in within 20 days of its opening date
  • Buyers cannot report multiple disputes for the same payment


If an item is not delivered or not as described and your payment is eligible, we will refund the full amount of eligible purchases paid, including shipping costs.

We are here to help

We are here to help you with unauthorized transactions, complaints, or any other issues you may encounter. Simply contact our Customer Service. Contact Paypal.

Your security is our priority

No matter where you shop, your purchases are always secure. Shop with peace of mind from thousands of online stores around the world. The world is Yours.

Objections to payments

A buyer can object or request the cancellation of a payment to PayPal or the issuer of their bank card, but they cannot open two files at the same time or claim a double reimbursement. We may hold funds in the seller's account to cover a claim. We are here to help you and will inform you of each step of the case resolution procedure.

Security guaranteed 24 hours a day

We monitor every transaction 24/7 to combat fraud, email phishing and spot identity theft. Every transaction is secure with our high-level encryption. If anything suspicious happens, our security specialists take care of it immediately to protect you from fraudulent transactions. Remember, we will never ask you for any confidential information by email.

Your information is secure.

When you pay with PayPal, your financial information is never shared with the seller and you simply pay using your email address and password. If you forget your credentials, you can recover them yourself or contact us if you need help.

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