Every purchase on Buz-co is covered by our 7-day buyer protection. If something goes wrong, we've got your back.
Our Commitment
We hold seller payments until you're satisfied
Every order on Buz-co is protected. Seller payments are held in trust after delivery and are only released after the 7-day review period expires — giving you time to inspect the part and raise a dispute if needed.
Seller payments are frozen immediately when a dispute is opened
Our team reviews all unresolved disputes impartially
Decisions are final and binding for both parties
Refunds are processed automatically — no chasing required
How the Dispute Process Works
1
Raise a Dispute
Open the app, go to your order, and tap "Raise a Dispute". You have 7 days from the delivery date.
2
Seller Responds
The seller has 48 hours to respond. They can explain the situation and optionally offer a partial cashback.
3
Accept or Escalate
If the seller offers a cashback, you can accept (processed instantly) or decline and escalate to our team.
4
Team Decision
If no agreement is reached — or the seller doesn't respond — our team reviews all evidence and makes a binding decision.
Timeline
Day 0 — Order Delivered
Your order is marked as delivered. The 7-day dispute window begins.
Within 7 Days — Raise a Dispute
Open the Buz-co app and tap "Raise a Dispute" on your order. Include photos and a clear description of the issue. After 7 days, the dispute window closes.
+48 Hours — Seller Response Deadline
The seller must respond within 48 hours. If they don't, the dispute is automatically escalated to our team.
Resolution
You accept the seller's cashback offer, or our team reviews the evidence and issues a binding decision. Refunds are processed automatically.
What's Covered
Covered
Item not as described in the listing
Item arrived damaged
Wrong part received
Part missing from the listing
Item significantly different from photos
Item never arrived (after carrier confirms delivery)
Undisclosed defects or pre-existing damage
Not Covered
Change of mind after purchase
Fitment issues when the listing was accurate
Disputes raised after the 7-day window
Damage caused by incorrect installation
Items accurately described as "for parts / not working"
Disputes for orders already resolved or refunded
7-Day Window — Don't Wait
The dispute window opens when your order is marked as delivered and closes exactly 7 days later. After this, the seller's payment is released and we are unable to process refunds via the dispute system.
We recommend inspecting your part as soon as it arrives and raising a dispute immediately if you notice any issues.
Possible Outcomes
Cashback Accepted
You and the seller agree on a partial refund. The cashback is deducted from the seller's payout and returned to your payment method automatically.
Buyer Wins
Our team finds in your favour. You receive a full refund to your original payment method. The seller's payout is cancelled.
Seller Wins
Our team finds in the seller's favour. The seller's payout is released. No refund is issued.
Frequently Asked Questions
Open the Buz-co app, go to your Orders tab, tap on the delivered order, and tap "Raise a Dispute" in the Issues section. You'll be asked to describe the problem and can attach up to 5 photos as evidence.
If the seller misses the 48-hour response window, the dispute is automatically escalated to our team for review. You will receive an email notification when this happens.
Yes. If the seller offers a cashback and you don't think it's fair, you can decline it. The dispute will then be escalated to the Buz-co team who will review all evidence and make a final decision.
We aim to review all escalated disputes within 2–3 business days. You will receive an email with our decision and next steps.
For privacy and policy reasons, we do not share detailed reasoning with either party. Both the buyer and seller receive a standard notification of the outcome. Our decisions are final.
Refunds are processed immediately once a decision is made and typically appear on your card or account within 5–10 business days, depending on your bank or payment provider.
Unfortunately no. The 7-day window is strictly enforced to protect sellers from late claims. If you believe there are exceptional circumstances, please contact our support team at [email protected] and we will review on a case-by-case basis.
Photos are the most useful evidence — clear photos of the item you received, any packaging, visible damage, and the part number if visible. A clear written description of how the item differs from the listing is also essential.
Need help with an order?
Contact our support team and we'll get back to you as soon as possible.