Purchase Protection Program for Sellers

Purchase Protection Program for Sellers

TuttiReal’s Purchase Protection program was built to ensure that buyers and sellers have a positive experience on TuttiReal. For eligible sellers, our program can offer a little extra peace of mind when cases arise. TuttiReal may cover buyer refunds for orders up to $250 on any case arising from a qualified order. This page explains how the Purchase Protection program works, and the types of items and transactions subject to the program.

These terms are part of our Terms of Use. To qualify for the TuttiReal Purchase Protection program for sellers, you agree to these terms and our Terms of Use. The TuttiReal Purchase Protection program for sellers is not an insurance policy, a warranty, nor a guarantee. TuttiReal will decide, in its sole discretion, if a transaction is granted protection under the TuttiReal Purchase Protection program or not. TuttiReal reserves the right to change, suspend, or discontinue the program at any time, for any reason, and we will not be liable to you for the effect that any changes to the program may have on you. You have no legal claim under the program. In the event that TuttiReal does not refund the buyer, this will not affect the buyer’s right to make claims against your shop. Your legal rights remain intact.

1. About TuttiReal’s Purchase Protection program for sellers
2. Eligibility Requirements

1. About TuttiReal’s Purchase Protection program for sellers

We understand that things can still go wrong even if a seller has taken all of the necessary steps to ensure a good buyer experience. Under TuttiReal’s Purchase Protection program for sellers, TuttiReal helps qualified sellers resolve eligible cases. In these cases, where an order meets all of our requirements, TuttiReal may refund buyers for orders that total up to $250 USD (including shipping & taxes collected on the TuttiReal Platform) and sellers will not be held responsible. For more information about cases, please refer to our Cases Policy. 

TuttiReal’s Purchase Protection program for sellers applies to cases where the item does not arrive, arrives late or where there are disputes about listing accuracy. In general, it will not apply to cases concerning damaged items, however TuttiReal may cover a seller’s first case related to a damaged item in each calendar year. 

For cases where the item does not arrive or arrives late, TuttiReal Purchase Protection protects sellers for orders that are shipped within the stated processing time, but ultimately not received at their final destination or not received by the later date of the Estimated Delivery Date. Sellers who meet the eligibility criteria outlined here may not be held financially responsible for such cases that result in a buyer refund. 

For disputes about listing accuracy, TuttiReal Purchase Protection protects sellers for orders that match the listing description and photos, where a buyer claims it does not. TuttiReal does not cover orders that differ from the listing description, so, we strongly recommend using accurate photos and descriptions when listing an item.

For cases where the item arrives damaged, TuttiReal Purchase Protection supports sellers with their first eligible case starting August 1, 2022 and once for each calendar year (January to December) thereafter. Otherwise, sellers are responsible for resolving cases where the buyer has reported that an item has arrived damaged. For this reason, we recommend packaging all items securely, and purchasing shipping insurance. 

Sellers are also responsible for their independent warranty or return requirements under local applicable law. 

2. Order Eligibility Requirements

Sellers are automatically covered under TuttiReal’s Purchase Protection program if they take the steps detailed below. Here’s what you need to do to make sure your orders are covered:

1. Provide an accurate “ships from” location and use valid tracking and/or, where available, a shipping label purchased on TuttiReal. If not usingShipping Labels on TuttiReal, mark your order as shipped after you send it out, and provide TuttiReal with a valid tracking number on the order that shows the order route and delivery progress.
2. Use TuttiReal’s payment platform,TuttiReal Payments, where available. Please note that TuttiReal Payments is only available in certain countries. See ourTuttiReal Payments policy for more details. If TuttiReal Payments is not yet available to you, you will not be eligible for Purchase Protection for Sellers. For PayPal transactions, buyers will be directed to handle cases through PayPal. 
3. Ship the order to the address provided on TuttiReal. If your buyer provides an alternate shipping address through Messages, be mindful offraud or scams. You may choose to cancel and refund the order and ask the buyer to purchase the item again with the corrected shipping address.
4. Package your order carefully to avoid damage in transit.
5. Includeprocessing times on your listingand ship your order within those stated processing times. You must also have an Estimated Delivery Date (EDD) for a listing, which includes transit times and, where applicable, zip code. Informal agreements through TuttiReal Messages to change the shipping date will not qualify; we use the processing times you set for each listing to determine the ship-by date.
6. Complete your made-to-order digital orders in Shop Manager. Check out thisHelp articleto learn more. 
7. Fill out all of your Shop Policies (it’s especially important to have policies for returns, exchanges, and custom orders). Your Shop Policies have to comply with TuttiReal’s policies, as well as your local laws.
8. Keep your shop in good standing (that means you’re not violating any ofTuttiReal’s policies).

Sellers are responsible for refunding costs for orders that fall outside of these requirements, are over the $250 threshold (including shipping & taxes), or are damaged in transit following the first case covered by TuttiReal. TuttiReal strongly recommends purchasing insurance when fulfilling your order for these reasons.

If a seller has obtained third party insurance, or has carrier, and/or payment processor coverage, we ask that they first submit a claim to their primary coverage. TuttiReal reserves the right to process a refund only where other coverages do not apply.

Last updated on May 27, 2025