How Buyer Protection Works on Nairel

The Trust Problem

Buying from someone you've never met online requires a leap of faith. We wanted to make that leap as small as possible.

Every purchase on Nairel is protected. Not as an optional extra. Not as something you pay more for. It's just how the platform works.

Here's exactly what that means.

Secure Payments

All payments go through Stripe — the same infrastructure behind Shopify, Google, and thousands of other platforms. Your card details are never stored on our servers. Never seen by sellers. Never touched by us.

What Happens If Something Goes Wrong

The item isn't as described

Open a dispute from your order page. Upload photos, describe the issue. We review both sides and resolve it — usually within 48 hours.

You changed your mind

We have a 30-day return window on qualifying orders. It's straightforward, no hoops.

The item never arrived

Same process — open a dispute, we investigate, and if the seller can't provide proof of delivery, you get a refund.

Seller Trust Scores

Every seller has a visible trust score. It's based on their transaction history, how quickly they respond, and what buyers say about them. You can see it before you buy, so you know who you're dealing with.

It's not a perfect system. We're still improving it. But it gives you something to go on beyond a profile photo.

For High-Value Items

On more expensive purchases, we hold the payment in escrow. The seller ships the item, you confirm it arrived and matches the description, and only then does the seller get paid.

Sellers Are Protected Too

This isn't one-sided. We review evidence from both parties on every dispute. Fraudulent buyer claims get rejected. Sellers who do the right thing don't get punished for it.

A marketplace where only buyers are protected isn't a marketplace — it's a trap for sellers. We're trying to be fair to both sides.

The Honest Bit

We're a small team. We don't have a 500-person customer service department. But we read every dispute personally, and we care about getting it right. If something goes wrong with your order, we want to fix it properly.

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