What is Buyer Protection?
Buyer Protection is a set of guarantees provided by Joykoko.com that enables buyers to shop with confidence on our website.
You are protected when:
- The item you ordered did not arrive within the time promised by the seller.
- The item you received was not as described.
- The item you received that was assured to be genuine was fake.
Who is eligible for Buyer Protection?
Only buyers who have purchased items on Joykoko.com are eligible for Buyer Protection.
Any payment made directly to a seller outside Joykoko.com is not protected by us. If a seller does ask you to make a direct payment to them (e.g. via PayPal or Bank Transfer), report them to us immediately.
Current accepted payments on Joykoko.com include:
- Western Union
- Bank transfer
You can also pay with selected debit cards including:
The following cases are not covered by Buyer Protection:
Fraudulent charges to a credit card. If you notice any charge to your account that you did not authorize by yourself, report it to your credit card company.
Orders or payments made outside of Joykoko.com.
Claims that an item was not delivered when the shipping company’s records show that it was delivered
Claims that an item is not as described when the seller can prove that it is.
Items that were delivered and are as described but the buyer no longer wants. However, if the seller offered the “Extra Returns” guarantee, you will still be protected.
I am not satisfied with the product. What can I do?
If you are not satisfied with the product you received, you can open a dispute (ticket) before the order is closed. you may follow the below steps to Open Dispute:
1. Sign in to the “My Account” section of your Joykoko account
2. Locate the relevant order
3. Click submit a ticket or email us with the item Name, SKU, Amount, your full name and your email.
4. Submit your refund request
Please be advised to open a dispute before the deadline, or the order will be completed with your payment being released to the supplier.
Also, you may have an open communication with your supplier and agree on a mutual refund solution. To contact the supplier, go to the store listing page or seller’s shop to send a message. You can also click Chat With Us! to chat in real time with us to contact the seller using our instant mail.
When Seller has accepted the return of item from you and confirms the item is returned he will follow our process of refunding a customer.