Buyer Protection
Last updated: September 28, 2026
1. What it covers
When you pay through FirstBy checkout, we hold the money and pass it to the store only after delivery. If the item never arrives, arrives damaged, is the wrong item, or is not what the listing described, you get your money back or the right item.
Buyer Protection does not cover orders paid for outside FirstBy, or a change of mind, which the return policy already handles.
2. What to do
- First, start a return or send the store a message from your order. Most problems are fixed there, and a return for a store's mistake costs you nothing.
- If that does not work, open a case from the order page and tell us what happened. Include photos, tracking details or messages if you have them.
3. What happens next
The store has 3 days to answer your case. If it does not, or if you cannot agree, FirstBy reviews the case and decides. While a case is open, the store is not paid for that order. Both of you can add information to the case, and we read all of it before deciding.
If we decide in your favour, the refund goes back to your original payment method and the store pays for it. If we decide for the store, we tell you why.
4. Fair use
Buyer Protection exists for genuine problems. We refuse a claim, and may close the account behind it, when the evidence shows it to be false: an item reported missing that the carrier shows as delivered and signed for, for example.
5. Your other rights
This protection is in addition to your rights under consumer protection law and under your card issuer's rules. Using it does not stop you from using them.