Buyer Protection
When you shop on Zerrar, you are never alone. Our Buyer Protection policy ensures that every purchase is safe, every vendor is accountable, and every dispute has a resolution path.
What You Are Protected Against
Item never arrived
Your order was marked delivered but you never received it.
Wrong item received
You received a completely different product from what you ordered.
Item not as described
The product is materially different from how it was listed.
Damaged on arrival
Your item arrived broken, defective, or in unusable condition.
Counterfeit product
You received a fake when the listing claimed or implied authenticity.
Vendor unresponsive
The vendor stops communicating after you raise a valid complaint.
1What is Zerrar Buyer Protection?
Zerrar Buyer Protection is a guarantee that applies automatically to every purchase made through the Zerrar platform. You do not need to sign up for it, pay extra for it, or activate it. It is built into every transaction.
When you pay for an order on Zerrar and something goes wrong — your item does not arrive, it is damaged, it is not what was described, or the vendor refuses to cooperate — Zerrar steps in to help you reach a fair resolution. In qualifying cases, Zerrar will issue a full refund directly.
2What Buyer Protection Covers
The following situations are covered by Zerrar Buyer Protection, provided a claim is submitted within the eligible window:
Item Not Received
Your order was processed and payment confirmed, but the item was never delivered to you despite being marked as delivered. This includes situations where the courier tracking shows delivery to the wrong address.
Significantly Not as Described
The item you received is materially different from the product listed — different colour, size, model, specification, or quality to a degree that makes it unfit for the purpose you purchased it for.
Arrived Damaged or Defective
The item arrived in a damaged, broken, or defective condition that was not disclosed in the listing. This includes manufacturing defects discovered within the return window.
Wrong Item Received
You received a completely different product from what you ordered — different product entirely, not just a variation.
Counterfeit or Inauthentic Item
You received a counterfeit, replica, or inauthentic product when the listing described, implied, or suggested the product was genuine.
Vendor Stops Communicating
You raise a valid complaint and the vendor fails to respond within 48 hours or stops cooperating after acknowledging your complaint.
3What Buyer Protection Does NOT Cover
The following situations fall outside the scope of Zerrar Buyer Protection:
Change of mind
You decided you no longer want the item after purchase. This is not covered by Buyer Protection, though some vendors may accept returns at their discretion.
Minor differences
Small variations in shade, size within stated tolerances, or minor packaging differences that do not affect the product's function or primary appearance.
Transactions outside Zerrar
Any payment made outside the Zerrar checkout — cash on delivery disputes, bank transfers made directly to the vendor, or payments on other platforms.
Digital products after delivery
Once a digital product has been delivered and accessed, it cannot be reversed under Buyer Protection.
Claims submitted after 7 days
Claims must be submitted within 7 days of confirmed delivery. Claims submitted after this window will not be eligible for Buyer Protection.
Buyer-caused damage
Items that show evidence of damage caused by misuse, modification, or negligence by the buyer after delivery.
Fraudulent or false claims
Claims that are found to be exaggerated, fabricated, or made in bad faith. This may result in account suspension.
4How to Claim Buyer Protection
Claiming Buyer Protection is straightforward. Follow these steps:
Contact the vendor first
Before escalating to Zerrar, reach out to the vendor directly via WhatsApp or the storefront messaging. Most issues are resolved quickly at this stage. Give the vendor 48 hours to respond.
Submit a return or complaint request
If the vendor is unresponsive or cannot resolve the issue, submit a formal complaint via the storefront order page. Select the reason that best matches your situation.
Escalate to Zerrar Support
If the issue is not resolved within 5 business days, email [email protected] with your order number, photos or video evidence, and a summary of what happened.
Zerrar reviews and decides
Our support team reviews evidence from both sides and makes a binding decision within 5 business days. If your claim is upheld, your refund is processed immediately.
What to include in your Buyer Protection claim
- Your full name and the order number or reference
- Clear photos or video of the item received (if applicable)
- Screenshots of your communication with the vendor
- A description of the issue and what resolution you are seeking
- The date of delivery (as shown in tracking or confirmation)
5Claim Timelines
Time limits apply to Buyer Protection claims. Please act promptly if you have an issue with your order.
Claim window
7 days from confirmed delivery
Vendor response time
48 hours to acknowledge
Escalation window
After 5 business days unresolved
Zerrar decision time
5 business days from escalation
Refund processing
3–5 business days after decision
6The Zerrar Verified Badge
Every vendor on Zerrar goes through a verification process before they receive the gold Verified Badge. Verification means the vendor has:
- Provided valid business identity documentation
- Agreed to Zerrar's Vendor Terms of Service, including return and buyer protection obligations
- Passed Zerrar's quality and authenticity assessment
- Demonstrated a track record of fulfilling orders accurately
7Refund Process
When a Buyer Protection claim is upheld, refunds are processed as follows:
Bank transfer or card payment
3–5 business days to your original payment method
USSD or mobile money
1–3 business days
Pay on delivery
Coordinated directly — vendor is required to settle
Delivery fees are refunded in full when the issue was caused by vendor error. In other eligible cases, the product cost is refunded and delivery fees are assessed on a case-by-case basis.
8Your Responsibilities as a Buyer
To ensure your Buyer Protection claim is valid, please follow these guidelines when shopping on Zerrar:
9Contact Zerrar Support
Our support team is here to help. If you have a dispute, a question about your protection, or need to escalate a claim:
We reply within one business day. For urgent disputes please include your order number in the subject line.
Your purchase is protected by
Secure Checkout
Paystack & Flutterwave encrypted payments
Verified Vendors
Every seller is identity-verified
Dispute Resolution
Zerrar mediates every claim fairly