Buyer protection
Buy with confidence.
Paid securely.
With every protected purchase, 99WAVES holds your money in escrow via Stripe. The seller is only paid once you confirm receipt of your goods or the return period expires without any issues after delivery. If something isn't right, simply open a case.
Held in trust
Your money is safe in the 99WAVES platform account – not with the seller.
Only free when it fits
Payment will only be made after your confirmation or after the deadline has expired.
Fair & transparent
Clear deadlines, clear rules – and a team that reviews cases in the event of a dispute.
This is how it works
buyer protection
You buy & pay
The purchase price is collected via Stripe and held in escrow in the 99WAVES platform account. The seller does not yet receive the money.
Seller confirmed & shipped
The seller accepts the order and ships the item.
delivery
Your inspection and complaint period begins as soon as the goods arrive.
You confirm receipt
Is everything okay? You confirm – or the deadline expires without a complaint.
Payment to the seller
The purchase price will only be paid out now; the platform share remains with 99WAVES.
For which purchases
Does the protection apply?
Private sales & new dealers
Buyer protection is automatically included for private sales and unverified sellers – you don't need to activate anything extra.
- Automatically applies to every purchase
- Buyer protection fee 10 % of the purchase price
- Clearly displayed in the shopping cart and checkout
Verified Dealers & Launch Partners
Verified, reputable companies are exempt from buyer protection.
- No buyer protection fee
- Your legal rights remain unaffected.
What is covered
– and what not
Covered
- Wrong model or wrong size
- Undisclosed significant defects
- Missing essential components
- Lack of authenticity (forgery)
- The goods never arrive.
Not covered
- Signs of wear described in the advertisement
- Damage that occurs after delivery
- Off-platform payments
- Incorrectly entered delivery address
If the buyer protection claim is justified, 99WAVES will refund you. Purchase price including shipping costs. The return label is provided by 99WAVES; the return shipping costs are borne by the party responsible for the defect.
Overview of deadlines
Report case
Within 48 hours after delivery via the complaint form – with photos and a brief description.
Payment to the seller
Once you confirm receipt, the seller will be paid immediately. If you do not confirm, payment will be made automatically 48 hours after delivery – the same applies to both private and business sellers.
Extend deadline
Do you need more time to review? You can extend the deadline once by 48 hours.
Report a problem
This is how a buyer protection case works
Open a case via "My Orders", describe the problem and upload photos.
Our team is investigating – payment to the seller will remain suspended until further notice.
If the complaint is justified, you will receive your purchase price including shipping costs back.
Frequently Asked Questions
How much does buyer protection cost?
How is my money protected?
When will the seller be paid?
When will I get my money back?
Does buyer protection apply to all sellers?
What happens if the goods don't arrive?
You can find the full regulations in our Terms and Conditions (Section 10 Buyer Protection, Section 11 Confirmation of Delivery and Payment). Buyer Protection is a protection program offered by 99WAVES and is not insurance; your statutory rights against the seller remain fully intact.
