Buyer Protection Policy

Effective Date: Oct. 11, 2026
Last Updated: Oct. 11, 2026

At LogicWise Marketplace, we want customers to feel confident when purchasing electronics from independent vendors on our marketplace.

Our Buyer Protection Policy provides a framework for helping customers when an eligible order does not arrive, is materially different from its listing, arrives damaged, or otherwise does not meet the requirements of the transaction.

This policy applies to eligible purchases made through the LogicWise Marketplace marketplace.

Buyer Protection is intended to provide an additional layer of marketplace support. It does not replace or limit any rights or remedies available to customers under applicable law.

1. What Buyer Protection Covers

Subject to the requirements and exclusions in this policy, Buyer Protection may apply when:

  • An eligible order does not arrive.
  • The wrong product is received.
  • The product is materially different from its description.
  • A product arrives damaged.
  • A product arrives defective or non-functional when it was represented as functional.
  • Important components advertised as included are missing.
  • A vendor fails to honor an applicable return or refund obligation.
  • A vendor does not adequately respond to a legitimate order problem.
  • A customer receives a counterfeit or materially misrepresented product.
  • A transaction otherwise materially fails to comply with the applicable marketplace listing or purchase terms.

2. Who Is Covered

Buyer Protection is generally available to customers who:

  • Purchase an eligible product through LogicWise Marketplace.
  • Complete payment using an approved payment method through the marketplace.
  • Maintain an active marketplace account, where an account is required.
  • Follow the requirements of this policy.
  • Provide accurate information regarding the transaction and the issue.
  • Cooperate reasonably with an investigation.

Purchases made outside the LogicWise Marketplace platform may not qualify for Buyer Protection.

3. Eligible Transactions

A transaction may qualify for Buyer Protection when:

  • The purchase was completed through LogicWise Marketplace.
  • The applicable vendor is participating in the marketplace.
  • The order is within the applicable protection period.
  • The customer has not engaged in fraud or abuse.
  • The product is not excluded under this policy.
  • The customer provides requested documentation or evidence when reasonably necessary.

Eligibility may vary depending on the product category, vendor, transaction, payment method, and applicable law.

4. Item Not Received

A customer may submit a Buyer Protection claim if an order does not arrive within the applicable delivery timeframe.

Before submitting a claim, customers should:

  1. Check the order status.
  2. Review the carrier tracking information.
  3. Check whether the package was delivered to an alternative location.
  4. Check with household members, neighbors, or building management where appropriate.
  5. Contact the vendor.
  6. Contact LogicWise Marketplace if the issue remains unresolved.

Where tracking confirms delivery, LogicWise Marketplace may investigate the circumstances before determining the appropriate resolution.

5. Item Significantly Different From Description

Buyer Protection may apply when a product is materially different from the product advertised.

Examples may include:

  • A different model was received.
  • A substantially different specification was received.
  • A product advertised as new was actually used, refurbished, or open-box.
  • A different storage capacity was received.
  • A substantially different processor or graphics card was received.
  • A product advertised as functional does not operate as represented.
  • Important accessories advertised as included are missing.
  • The product contains undisclosed material damage.
  • The product has a materially different condition from the listing.

Minor differences that do not materially affect the product may not qualify.

6. Damaged Products

Buyer Protection may apply when an eligible product arrives damaged.

Customers should:

  • Photograph the package before opening it when possible.
  • Photograph the shipping label.
  • Photograph the damaged packaging.
  • Photograph the product damage.
  • Retain the original packaging.
  • Contact the vendor promptly.

Additional evidence may be requested to determine whether the damage occurred during shipping, before shipment, or after delivery.

7. Defective Products

A product may qualify for protection if it arrives defective or does not function as reasonably represented in the listing.

Before approving a claim, LogicWise Marketplace or the vendor may request reasonable troubleshooting steps.

For certain electronics, customers may be asked to:

  • Verify power connections.
  • Restart or reset the device.
  • Install required updates.
  • Test included components.
  • Provide photographs or video.
  • Provide error messages.
  • Provide the product serial number.

Customers should not open, repair, modify, or disassemble a product before contacting the vendor or marketplace when doing so could affect the investigation.

8. Counterfeit or Unauthorized Products

Counterfeit products are prohibited on LogicWise Marketplace.

If a customer reasonably believes that an item is counterfeit or unauthorized, the customer should contact LogicWise Marketplaceimmediately.

The marketplace may request:

  • Photographs;
  • Serial numbers;
  • Packaging information;
  • Purchase documentation;
  • Manufacturer information;
  • Expert or manufacturer verification; or
  • Other relevant evidence.

If the product is determined to be counterfeit or materially misrepresented, appropriate action may include a refund, vendor suspension, listing removal, or other marketplace action.

9. Missing Components or Accessories

Buyer Protection may apply when an advertised essential component or accessory is missing.

Examples include:

  • Laptop charger;
  • Power adapter;
  • Battery;
  • Required mounting hardware;
  • Storage drive;
  • Controller;
  • Docking station; or
  • Other components specifically represented as included.

Customers should compare the received product with the original product listing and order confirmation.

10. Used, Refurbished, and Open-Box Products

Buyer Protection applies based on the condition represented in the listing.

For example:

  • A used product is not required to be in new condition.
  • A refurbished product may show reasonable signs of prior use.
  • An open-box product may have been previously opened.
  • Cosmetic imperfections disclosed in the listing may not qualify as defects.

However, the product should generally correspond to the condition and description provided by the vendor.

11. Product Serial Numbers

Electronics frequently have unique serial numbers, IMEI numbers, service tags, or other identifiers.

For certain Buyer Protection claims, customers may be required to provide the applicable identifier.

The identifier may be compared with the information recorded for the original transaction.

A claim may be denied or escalated for further investigation if the returned product does not match the product originally shipped.

12. Return Requirement

Depending on the nature of the claim, the customer may be required to return the product before receiving a refund.

When a return is required:

  • LogicWise Marketplace or the vendor will provide return instructions.
  • The customer should use the designated return method.
  • The customer should retain proof of shipment.
  • The product should be packaged appropriately.
  • The customer should include required accessories and components.

Customers should not send products to an address obtained from an unauthorized source.

13. Refunds Under Buyer Protection

If a Buyer Protection claim is approved, the available resolution may include:

  • Full refund;
  • Partial refund;
  • Replacement;
  • Exchange;
  • Repair; or
  • Another appropriate remedy.

The resolution will depend on the circumstances of the claim and applicable law.

When a refund is approved, it will generally be issued to the original payment method.

14. Partial Refunds

A partial refund may be appropriate when:

  • A minor component is missing.
  • The product has a limited undisclosed defect.
  • The customer agrees to keep the product.
  • The product is usable but does not completely match the listing.
  • Only part of a multi-item order is affected.

The customer does not have to accept a partial refund when applicable law provides a different remedy.

15. Replacement Products

A replacement may be offered when:

  • The original product is defective;
  • The wrong product was shipped;
  • The product was damaged during shipment; or
  • Another appropriate circumstance exists.

Replacement availability depends on inventory.

If an identical replacement is unavailable, LogicWise Marketplace may offer a refund or another appropriate resolution.

16. Multiple-Vendor Orders

A single checkout may contain products from multiple vendors.

Buyer Protection applies separately to each applicable product or transaction.

For example:

  • One vendor’s product may arrive successfully.
  • Another vendor’s product may be delayed.
  • A third vendor’s product may arrive damaged.

A problem with one vendor’s product does not automatically invalidate the entire order.

17. Customer Responsibilities

Customers must:

  • Provide accurate shipping information.
  • Pay through approved marketplace payment methods.
  • Inspect products after delivery.
  • Report problems within the applicable protection period.
  • Provide truthful information.
  • Cooperate with reasonable investigations.
  • Follow return instructions.
  • Preserve relevant packaging and documentation when appropriate.

Failure to provide requested information may delay or affect the review of a claim.

18. Evidence and Documentation

To investigate a Buyer Protection claim, LogicWise Marketplace may request evidence such as:

  • Order number;
  • Product photographs;
  • Packaging photographs;
  • Shipping label;
  • Tracking information;
  • Product serial number;
  • IMEI or service tag;
  • Screenshots;
  • Video demonstrating a defect;
  • Vendor communications;
  • Manufacturer information;
  • Repair documentation; or
  • Other relevant evidence.

Evidence will be reviewed based on the circumstances of the claim.

19. Vendor Responsibilities

Vendors participating in LogicWise Marketplace are expected to:

  • Accurately describe products.
  • Ship the products purchased by customers.
  • Use appropriate packaging.
  • Provide accurate tracking information.
  • Respond to customer inquiries.
  • Honor applicable return and refund obligations.
  • Cooperate with Buyer Protection investigations.
  • Avoid counterfeit and prohibited products.
  • Provide truthful information during disputes.

Repeated violations may result in marketplace enforcement actions.

20. Vendor Failure to Respond

If a vendor does not respond to a legitimate customer complaint within [2–3 business days], the customer may escalate the matter to LogicWise Marketplace.

The marketplace may review the available information and determine whether additional action is appropriate.

Vendor non-response does not automatically guarantee a refund; however, it may be considered when reviewing a claim.

21. Buyer Protection Claim Period

Customers should submit a Buyer Protection claim within [30 days] after:

  • The expected delivery date;
  • The date the order was marked delivered; or
  • The date the customer received the product,

depending on the nature of the claim.

Certain products may have different claim periods.

Customers should report serious problems, counterfeit concerns, damaged products, or missing shipments as soon as reasonably possible.

Mandatory legal rights are not limited by this claim period where applicable law provides otherwise.

22. Exclusions

Buyer Protection generally does not cover:

  • Products purchased outside LogicWise Marketplace;
  • Transactions conducted entirely outside the marketplace;
  • Products prohibited by marketplace policy;
  • Customer-caused damage;
  • Normal wear and tear;
  • Cosmetic imperfections accurately disclosed in the listing;
  • Products damaged after delivery through misuse;
  • Unauthorized modifications;
  • Products repaired or altered without authorization where that affects the claim;
  • Loss of personal data;
  • Software or data deleted by the customer;
  • Products that have been intentionally damaged;
  • Claims based solely on a change of mind when the applicable return policy does not provide a return right;
  • Items returned that are materially different from the original item;
  • Fraudulent claims;
  • Duplicate refund requests; or
  • Claims otherwise excluded by applicable law or marketplace policy.

23. Personal Data and Electronics

Customers are responsible for backing up personal data before returning an electronic device.

Before returning a device, customers should:

  • Back up their data.
  • Sign out of accounts.
  • Remove passwords.
  • Perform a factory reset.
  • Disable activation locks.
  • Remove SIM cards.
  • Remove memory cards.
  • Remove personal information.

LogicWise Marketplace and vendors are not responsible for personal information left on returned electronics, except to the extent required by applicable law.

24. Fraud and Abuse

Buyer Protection is intended to protect legitimate customers.

The following activities are prohibited:

  • False claims;
  • Returning a different product;
  • Switching serial numbers;
  • Returning damaged products that were damaged by the customer;
  • Claiming non-delivery when delivery is established;
  • Requesting multiple refunds for the same transaction;
  • Manipulating tracking information;
  • Using stolen payment methods;
  • Coordinating fraudulent claims;
  • Misrepresenting product condition; or
  • Other fraudulent or abusive behavior.

LogicWise Marketplace may suspend or terminate accounts involved in suspected fraudulent activity and may take other appropriate action as permitted by law.

25. Chargebacks and Payment Disputes

Customers should contact LogicWise Marketplace and the applicable vendor before initiating a payment dispute when reasonably possible.

Customers should not seek duplicate recovery through both:

  • A Buyer Protection claim; and
  • A payment-provider chargeback,

for the same transaction.

If a chargeback has already been initiated, LogicWise Marketplace may coordinate with the applicable payment provider.

Nothing in this section prevents a customer from exercising rights available under applicable law.

26. Claim Review Process

When a customer submits a claim:

Step 1 — Claim Submitted

The customer provides the order information and explains the problem.

Step 2 — Vendor Contact

The vendor may be given an opportunity to respond and resolve the issue.

Step 3 — Evidence Review

LogicWise Marketplace may review relevant order, payment, shipping, listing, communication, and product information.

Step 4 — Resolution

Where appropriate, LogicWise Marketplace may determine an appropriate marketplace-level resolution.

Step 5 — Return

If a return is required, the customer will receive return instructions.

Step 6 — Refund or Replacement

After the applicable requirements have been satisfied, an approved refund, replacement, or other remedy may be processed.

27. Marketplace Decisions

LogicWise Marketplace may make a marketplace-level decision based on the information available at the time of review.

The marketplace may consider:

  • Product listing;
  • Order information;
  • Vendor response;
  • Customer evidence;
  • Shipping records;
  • Tracking information;
  • Product photographs;
  • Serial numbers;
  • Communications;
  • Payment information available to the marketplace; and
  • Other relevant information.

Any marketplace decision remains subject to applicable law and any contractual rights available to the parties.

28. Manufacturer Warranties

Buyer Protection does not necessarily replace a manufacturer’s warranty.

A product may be covered by a separate manufacturer or vendor warranty.

Customers may be directed to the manufacturer or vendor when the warranty provides the most appropriate remedy.

Nothing in this policy limits rights that cannot legally be waived.

29. Marketplace Role

LogicWise Marketplace provides a platform that connects buyers and independent vendors.

The marketplace may facilitate:

  • Payments;
  • Order processing;
  • Communications;
  • Shipping information;
  • Returns;
  • Dispute resolution; and
  • Buyer Protection claims.

However, vendors remain responsible for complying with their legal and contractual obligations relating to products they sell.

30. No Guarantee of Fraud Prevention

LogicWise Marketplace takes reasonable measures designed to reduce fraudulent transactions and protect marketplace participants.

However, no marketplace can guarantee that:

  • Every vendor is legitimate;
  • Every product is authentic;
  • Every shipment will arrive;
  • Every transaction will be free of fraud; or
  • Every dispute will be resolved in a particular manner.

Customers should review product listings, vendor information, reviews, and applicable policies before purchasing.

31. Changes to Buyer Protection

LogicWise Marketplace may update this Buyer Protection Policy from time to time.

Changes may be made to:

  • Improve marketplace security;
  • Address new types of fraud;
  • Add or remove eligible product categories;
  • Modify claim procedures;
  • Reflect changes in applicable law; or
  • Improve the customer experience.

The current version of this policy will be published on the Platform.

32. Contact Us

For Buyer Protection questions or claims, contact:

LogicWise Marketplace
Buyer Protection Department: support@logicwise.com
Customer Support: support@logicwise.com
Business Hours: 5:00 AM to 5:00 PM PST
Business Address: San Diego, CA USA

When contacting us about an order, please include your order number.

Buyer Protection — Quick Summary

🛡️ You’re Protected When:

Your item doesn’t arrive
→ We can investigate the shipment and delivery.

You receive the wrong item
→ Contact the vendor and request a resolution.

The item is materially different from the listing
→ You may qualify for a refund, replacement, or other remedy.

Your electronics arrive damaged
→ Document the damage and contact us promptly.

The product is defective
→ We can help facilitate troubleshooting, repair, replacement, or refund where appropriate.

You receive a suspected counterfeit product
→ Contact LogicWise Marketplace immediately for investigation.

Remember:

Buy through LogicWise Marketplace → Keep your order information → Inspect your purchase → Report problems promptly → Keep evidence → Use our dispute process.

Buyer Protection does not replace your rights under applicable consumer protection laws.