Buyer Protection Policy
This policy governs how Shipbaba protects buyers against quality issues, late shipment, and non-delivery under our Trade Assurance programme.
Effective date: 1 January 2026 · Version 2.1
1. Eligibility criteria
To file a claim under this policy, all of the following conditions must be met:
- Order was placed through Shipbaba with Trade Assurance enabled
- Payment was processed through Shipbaba's escrow system
- Dispute is filed within the protection window shown on the order
- Supporting evidence is submitted (photos, inspection reports, or shipping documents)
- Buyer has not confirmed delivery and quality release before filing
2. What is covered
The following situations are eligible for a full or partial refund:
Quality not as described
Goods differ materially from the agreed product specifications, approved samples, or the supplier's product listing. Material difference means ≥ 5% of units are defective or measurements deviate > 10% from specifications.
Late shipment
Supplier fails to ship by the confirmed ship-by date as stated in the order confirmation. A 3-day grace period applies for force-majeure events (natural disasters, strikes, port closures) with documented evidence.
Non-delivery
Goods are never delivered and the supplier cannot provide valid carrier tracking showing successful handover to a freight forwarder or courier within 5 business days of the confirmed ship-by date.
Wrong items shipped
Supplier ships a different product (different SKU, wrong size, wrong colour) from what was ordered. Applies even if the wrong items are of equal or greater value.
Quantity shortfall
Delivered quantity is more than 3% less than the ordered quantity without prior agreement. Quantity disputes are calculated per SKU, not per shipment.
3. What is NOT covered
The following situations are excluded from buyer protection:
Buyer change-of-mind
Orders cancelled after production has commenced are not eligible for a full refund. A partial refund may be negotiated with the supplier.
Customs seizure or import refusal
Seizure or destruction of goods by customs authorities due to import restrictions, regulatory non-compliance, or incorrect import documentation provided by the buyer.
Force majeure events
Delays or losses caused by events beyond the supplier's reasonable control (war, pandemic-related port closures, government orders) when documented evidence is provided.
Third-party logistics claims
Damage, loss, or delay caused by the buyer's own nominated freight forwarder after goods have been handed over at origin port.
Disputes filed after the protection window
Claims must be filed within the protection window stated on your order (typically 30–60 days after delivery date). Expired windows cannot be reopened.
4. Dispute resolution timeline
Once a dispute is opened, we follow a structured 4-phase process:
File dispute
Within protection windowSubmit your dispute through the Order page with supporting evidence (photos, inspection reports, shipping documents).
Initial review
1–2 business daysOur Trade Assurance team reviews your submission and contacts both parties for additional evidence if needed.
Mediation
3–7 business daysWe attempt to broker a mutually acceptable resolution between buyer and supplier. Most cases are resolved at this stage.
Final decision
Up to 14 business daysIf mediation fails, our panel issues a binding decision. Approved refunds are processed within 5 business days.
5. Refund calculation
| Issue type | Refund |
|---|---|
| Non-delivery | 100% of order value |
| Wrong items shipped | 100% of order value |
| Quality issues (all units) | 100% of order value |
| Quality issues (partial) | Pro-rated to defective units |
| Quantity shortfall | Pro-rated to missing quantity |
| Late shipment (supplier fault) | Up to 30% of shipping cost |
Important notice
This policy may be updated from time to time. Material changes will be notified by email and will apply to orders placed after the effective date of the change. For questions, contact support@shipbaba.co.
Need to file a claim?
Go to your Orders page and click "Open dispute" next to the relevant order.