Buyer Protection
Last updated: October 23, 2026
At FestOlive Marketplace, we want buyers to shop with greater confidence. This page explains the marketplace's current purchase-support procedures and the steps buyers can take when something goes wrong.
Need help with a delivered purchase?
Visit Your Purchases to review the order and submit a return or refund request where available.
View Your Purchases →1. Shopping on FestOlive
FestOlive Marketplace connects buyers with independent sellers offering physical and digital products. Sellers are responsible for the accuracy and fulfillment of their listings. Buyers should review descriptions, delivery terms, and product requirements before purchasing.
2. Payments and Checkout
Buyers should complete purchases through the checkout options provided by FestOlive Marketplace. Payment processing may be handled by third-party payment providers. Avoid sending payments directly to sellers outside the supported checkout process.
3. Product Descriptions
Sellers are expected to describe products accurately. If an item is materially different from its description, damaged, defective, or otherwise problematic, buyers may seek assistance through the available order and return processes.
4. Delivery Problems
If an order is delayed, missing, or incorrectly marked as delivered, buyers should review the order details and available tracking information and contact the seller or marketplace support through an available official channel. The standard return request option shown in the purchase interface becomes available after delivery.
5. Return and Refund Requests
For delivered items, eligible buyers can open their purchase details and select Request return / refund. They can choose a return and refund or a refund-only request, provide a reason, and submit the request for seller review. Submitting a request does not automatically guarantee approval or payment reversal.
6. Returning Physical Products
If a return is approved, buyers should follow the return instructions and retain proof of shipment. The marketplace supports recording the return carrier and tracking number. Recording shipment does not automatically issue a refund.
7. Refund Processing
Refund processing depends on the outcome of the request and the applicable payment procedure. Where a refund is issued through Stripe, the marketplace may display the refund status. The time for funds to appear can also depend on the payment provider and financial institution.
8. Digital Product Concerns
For digital purchases, buyers should check the advertised format, compatibility, licensing, and access instructions. If a product cannot be accessed or materially differs from its description, buyers should document the problem and seek assistance. Eligibility for a refund depends on the circumstances and applicable law.
9. Fraud and Suspicious Activity
Buyers should avoid sharing passwords, verification codes, or sensitive payment details with sellers. Suspicious listings, fraudulent requests, or attempts to move payment outside the marketplace should be reported through an available official FestOlive support channel.
10. Buyer Responsibilities
Buyers should provide accurate order and delivery information, review product terms, communicate respectfully, and submit truthful information when requesting assistance, returns, or refunds.
11. Limits and Legal Rights
Buyer Protection describes marketplace procedures and does not guarantee that every claim will result in a refund. Nothing on this page is intended to exclude consumer rights or remedies that cannot lawfully be waived.
For seller responsibilities, see our Seller Policies.