Buyer Protection

Included with every order

Every purchase on Harbor is automatically covered by Buyer Protection at no extra cost — it's funded by the platform commission sellers pay, never by a surcharge at checkout. If one of the three covered situations below happens, you get a full refund for that item.

Exactly three things are covered

• Parcel lost in transitThe parcel never reached you. If an item stays stuck in transit and never arrives, you get your money back.
• Item damaged in deliveryThe garment arrived torn, stained or otherwise harmed in delivery — damage that happened between the seller and your door.
• Significantly not as describedWhat arrived is significantly different from the listing: wrong item, wrong material, undisclosed flaws. Not minor color-of-screen differences — significant mismatches.

These are the only grounds for a dispute — the form on your order page offers exactly these three reasons.

What's not covered

Fit and taste. “It runs small on me”, “the color isn't what I hoped”, “I changed my mind” — those are perfectly good reasons to send an item back, but they go through returns (14 days from delivery), not through a dispute. Keeping the two apart keeps disputes fast for the people who genuinely need them.

How to open a dispute

1. 1.Open Orders and go to the order with the affected item.
2. 2.Press Open dispute next to the item, pick one of the three covered reasons and describe what happened — a short note helps the seller and our team understand the issue.
3. 3.The item is marked Disputed and lands in the platform team's queue. The seller can see the dispute but cannot close it.

Who decides — and what happens to the money

The Harbor platform team makes the final call, not the seller. Every dispute is reviewed by a human and resolved one of two ways:

• Refund the buyer. The item is marked Refunded and a refund note for the full item price is recorded on your order. The seller's earnings for that item are reversed: if the money was still pending it's simply withheld, and if it had already settled to the seller's balance it's clawed back from there. Buyers never fund refunds — sellers and the platform do.
• Reject the dispute. If the claim doesn't hold up, the item returns to its delivered state and the seller keeps the earnings. You can still use the regular return window if it's open.

In this demo the admin account plays the platform team, so you can log in as admin@lorem.example and resolve the queue yourself — decisions apply instantly.