Protected Purchase

Last update: June 26th, 2023

1- What it is

Protected Purchase is a program that provides coverage to all buyers who have not received the product purchased in Mercado Libre, have received a different, defective or incomplete product, or have regretted the purchase, as long as they comply with the conditions set forth herein ("Protected Purchase").

 

2- Requirements

To be a beneficiary of Protected Purchase, the User must: 

(i) Have purchased the product in Mercado Libre and paid through Mercado Pago. The product must not be prohibited by law and/or Mercado Libre Terms and Conditions, nor belong to the categories expressly excluded from Protected Purchase.

ii) Have their account active for the period of the complaint or refund.

iii) Initiate a complaint or request a refund from the buyer's account within the timeframes applicable to each reason.

 

Reason Timeframe

If the product is different, defective or incomplete or if the buyer regretted the purchase. 

30 calendar days after the delivery of the product.

If the buyer did not receive the product.

21 calendar days from (i) the date of purchase or (ii) the expiration of the stock availability period, for products with no immediate stock.

If the buyer did not receive the product purchased internationally. 

60 calendar days from the date of purchase. 

 

In the case of a complaint, if the users do not reach an agreement or the seller does not answer to the complaint, the buyer must request Mercado Libre's intervention to solve the problem. 

iv) Not to file a chargeback with the card issuer during or after the resolution of the complaint.

 

3- Resolution and effects of the complaint

We will analyze the reason for the complaint initiated by the buyer and the compliance with the requirements indicated in paragraph two (2) above. In some cases, we may request additional information or receipts from the buyer or seller. 

  • If the complaint was initiated because the buyer did not receive the product and the case is resolved in favor of the buyer, we will refund the amount corresponding to the product to the buyer. In regard to the purchases that have been made with Mercado Envios, we will refund the shipping expenses as well. Other expenses such as warranties or insurance will not be refunded. 
  • If the complaint was initiated because the buyer received a different, defective or incomplete product and the case was resolved in favor of the buyer, we will refund the amount corresponding to the product to the buyer as well as the shipping expenses after crediting the return of the product to the seller. For that: 
    • The buyer must return the product in the same conditions in which they received it and to the address indicated by the seller or Mercado Libre.
    • The seller must accept the cancellation of the purchase and the return of the product. They must also assume the costs of the product return and, if applicable, the cost of the original shipment.
  • When the product is returned, we may perform a quality control. If the result of such procedure does not meet the requirements provided in the return policies, we will send the product back to the address where the buyer received it. This delivery will be made through a parcel and shipment service and is not covered by the Protected Purchase Program. 
  • When the buyer regrets the purchase or initiates a complaint for having received a different, defective or incomplete product, they may accept to keep the product in the conditions they received it and get a partial refund of the amount of the product when the seller offers this alternative. 

We will refund the money by: (i) crediting the Mercado Pago account the buyer used to pay for the product or (ii) canceling the payment made through a credit or debit card.

When the buyer has been covered by the Protected Purchase Program, we may destroy or donate the product at their expense and order.

For these purposes, both the seller and the buyer authorize Mercado Libre to resolve the complaints and, in general, all issues arising within the context of the Protected Purchase Program. The seller expressly authorizes Mercado Libre to act as a proxy for the collection and validly receive the payment of the price of the order of the goods or services and, if applicable, to return the money to the buyer if the complaint is accepted.

 

4- Exclusions

The Protected Purchase Program does not cover: 

  • Products that were damaged, repaired or modified  by the buyer. 
  • Products paid by Mercado Envios or Money deposits/transfers made through Mercado Pago. 
  • Products that were paid through Mercado Pago Point (POS Machine).
  • Cases in which the carrier or parcel and shipping company loses the product, except when the shipment is made through Mercado Envios.   
  • Any fraudulent operation or that infringes the Terms and conditions. 

 

5- Sanctions

Mercado Libre may apply sanctions by suspending or shutting down the account, or even removing from the Protected Purchase Program, those users who engage in fraudulent conduct or act in complicity with other Users or third parties to take advantage from the Protected Purchase.  

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