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Buyer protection

What buyer protection covers

If something you ordered on Surplus GY does not arrive, arrives damaged, arrives as the wrong item or is not what the listing described, you can raise a claim and we will decide it. There is no charge to you for doing so.

How long you have

You have 14 days from delivery to raise a claim. We measure from the day the order was delivered, not the day you placed it, so a slow delivery does not shorten the time you have.

What is covered, and up to how much

Claims are covered up to GY$50,000 per order. Above that figure a claim is reviewed by the platform owner before it is decided.

  • It never arrived. The order was marked delivered and you did not receive it.
  • It arrived damaged. Photograph the damage and the packaging it came in, before you throw the box away.
  • The wrong item arrived. Photograph what arrived beside the packing note, so both are readable in one picture. That pairing settles a wrong-item claim fastest.
  • It is not what was described. Photograph the item close enough to show what differs from the listing.
  • You believe it is counterfeit. Photograph the item, its labels and any serial or authenticity markings.

Evidence

You can attach up to 6 photographs. Evidence is not required to raise a claim, and a parcel that never arrived leaves you nothing to photograph, which does not weaken your claim. Photographs are seen only by the seller and by Surplus GY. They are never published.

How a claim is decided

The seller has 48 hours to respond. If you are not satisfied with their response you have 72 hours to escalate it to us, and we will decide it. Both of you are told the reason for the decision.

If the seller does not respond at all within their window, the claim is escalated automatically. You do not have to chase it.

What is not covered

  • Buyer's remorse. Changing your mind is a return, not a protection claim, and the returns policy sets out when an item can be returned.
  • Damage caused after delivery.
  • An item you were told about before you paid, such as a listing that clearly described a fault.

If an item is excluded from returns but arrived faulty, that is still a protection claim. You will not be sent between two policies.

Money

Where a claim is decided in your favour, the refund is returned by the same method you paid with. Deciding a claim records what is owed; the money itself is returned through our ordinary refund process.