Buyer Protection

Your purchases on Nairel are protected

How It Works

Every purchase on Nairel is covered by our Buyer Protection programme. If something goes wrong with your order, we have your back.

What's Covered

Item not received — if your order doesn't arrive, you're entitled to a full refund.
Not as described — if the item is significantly different from the listing (wrong size, colour, condition, or counterfeit), you can return it for a full refund.
Damaged in transit — if the item arrives damaged, you can open a dispute with photo evidence.

How to Open a Dispute

Go to Orders in your account and find the order.
Click Open Dispute and describe the issue.
Upload evidence (photos of the item, packaging, etc.).
The seller has 3 business days to respond.
If you can't resolve it together, our team will review and make a binding decision within 5 business days.

Secure Payments

All payments are processed through Stripe, a PCI Level 1 certified payment processor. Your card details are never stored on Nairel's servers. Stripe handles encryption, fraud detection, and secure payment processing.

Seller Trust Scores

Every seller on Nairel has a visible trust score based on their order history, response time, dispute rate, and buyer reviews. This helps you make informed purchasing decisions.

Time Limits

Disputes must be opened within 14 days of delivery (or expected delivery date).
Returns must be initiated within 14 days of receiving the item.

What's Not Covered

Buyer's remorse (you changed your mind but the item is as described)
Items marked as “no returns” that are accurately described
Disputes opened after the 14-day window