At REZEL, we prioritize safety, transparency, and buyer confidence by implementing a comprehensive buyer protection system designed to ensure a seamless and secure purchasing experience. Our Buyer Protection Guarantee outlines the steps we take to safeguard buyers against fraud, lost shipments, and misrepresented items while giving them flexibility and control over authentication choices.
At REZEL, we prioritize safety, transparency, and buyer confidence by implementing a comprehensive buyer protection system designed to ensure a seamless and secure purchasing experience. Our Buyer Protection Guarantee outlines the steps we take to safeguard buyers against fraud, lost shipments, and misrepresented items while giving them flexibility and control over authentication choices.
Every purchase made on REZEL comes with a tracking number to ensure secure delivery. Buyers can track their orders in real-time through the platform.
✅ Tracking Required for All Orders – Every seller must use a REZEL-purchased shipping label, ensuring that all shipments are trackable.
✅ Guaranteed Delivery – If a package is lost in transit and the buyer has purchased Lost Package Protection, they will be fully reimbursed.
✅ Shipping Label Verification – REZEL provides all shipping labels to reduce fraudulent tracking numbers and ensure delivery confirmation.
REZEL offers Lost Package Protection as an optional add-on at checkout to cover buyers in case their package is lost in transit.
How It Works:
- If the buyer purchases Lost Package Protection and their order is lost in transit, REZEL will fully refund the buyer.
- If the buyer chooses not to purchase Lost Package Protection, they assume responsibility for lost packages, and REZEL will not be responsible for reimbursement.
- Lost Package Protection pricing is based on the item’s value and will be displayed at checkout.
What’s Covered Under Lost Package Protection?
✅ Shipments lost in transit (package never reaches the buyer).
✅ Incorrect delivery confirmation (tracking shows delivery, but the buyer didn’t receive the package).
What’s NOT Covered?
❌ Orders marked as delivered but suspected stolen. (Buyers should contact their local carrier or file a police report for stolen packages.)
❌ Orders where the buyer opts out of Lost Package Protection.
REZEL gives buyers full control over their authentication preferences, allowing them to balance speed, cost, and security when purchasing items.
Authentication Options:
✅ Skip Authentication (Fastest Option) – Buyers can choose to skip authentication for faster delivery, but this means:
- The item is shipped directly from the seller.
- REZEL is not responsible for authenticity issues.
- Buyers can view the seller’s reviews before making a decision.
✅ Online Authentication – A digital authentication service that uses high-resolution images to verify the item’s authenticity before shipment.
- Items are not physically inspected but are reviewed by experts based on detailed images.
- If the item fails authentication, the buyer receives a full refund.
✅ In-Person Authentication (Most Secure Option) – The seller ships the item to REZEL’s authentication center for a physical review.
-If the item passes authentication, it is shipped to the buyer.
-If it fails authentication, the buyer receives a full refund.
-Before shipping the item to the buyer, REZEL takes a photo of the authenticated product as an additional security measure.
Important: If a buyer chooses Skip Authentication, they waive REZEL’s responsibility for authenticity complaints.
If a buyer receives an item that is significantly different from what was listed, they can file a dispute within 48 hours of delivery.
What Qualifies as a Misrepresented Item?
✅ Incorrect size, color, or model that does not match the listing.
✅ Fake or counterfeit items (if Online or In-Person Authentication was selected).
✅ Items in worse condition than described (e.g., listing says “brand new,” but item is used).
Resolution Process:
- Buyers must submit evidence (photos/videos) within 48 hours of delivery.
- If the claim is approved, the buyer returns the item for a full refund.
- If the dispute is denied (item matches the description), the sale is considered final.
Note: If a buyer skips authentication, counterfeit claims will not be covered.
To protect against fraudulent transactions, REZEL implements strict chargeback prevention measures:
✅ Secure Payments – All transactions go through Stripe for encrypted, fraud-protected processing.
✅ High-Risk Transactions Are Flagged – Orders with suspicious activity may be held for manual review.
✅ Seller Vetting & Suspensions – Sellers with high chargeback rates will be permanently banned.
REZEL ensures buyer confidence by allowing users to view seller ratings and reviews before making a purchase.
✅ Verified Buyer Reviews – Only buyers who complete a transaction can leave a review.
✅ Transaction History Visibility – Buyers can see the seller’s past completed sales to gauge trustworthiness.
✅ Flagging System for Suspicious Listings – Buyers can report misleading listings, and REZEL will investigate.
While REZEL offers comprehensive protection, there are some exclusions buyers should be aware of:
❌ Refunds are NOT provided for:
- Change of mind or buyer’s remorse.
- Incorrect size selection by the buyer (unless the seller sent the wrong size).
- Transactions conducted outside of REZEL (REZEL is not responsible for any deals made via DMs or third-party platforms).
- Buyers who skip authentication cannot dispute authenticity concerns.
If an issue arises, buyers can easily file a claim through the REZEL platform:
1️⃣ Go to the Order History section in your account.
2️⃣ Select the order you wish to dispute.
3️⃣ Submit a claim with photos/videos as proof.
4️⃣ REZEL’s team will review and process the dispute within 3-5 business days.
Important: Disputes must be filed within 48 hours of delivery.
Unlike other platforms that charge high fees and have strict no-refund policies, REZEL provides flexibility and protection:
✔️ Buyers choose their authentication level based on their trust preferences.
✔️ Lost Package Protection is optional, allowing buyers to decide their risk tolerance.
✔️ Money-back guarantee for misrepresented items ensures buyers get what they paid for.
✔️ No hidden fees – Clear, transparent pricing and protection policies.
With REZEL’s Buyer Protection Guarantee, you can shop confidently, knowing that your purchases are secure, your items are guaranteed to arrive, and your funds are protected against fraud.
Still Have Questions?
Check our FAQs or contact REZEL Support for assistance.
