Buyer Protection & Refund Policy

next:chapter — Buyer Protection & Refund Policy

Last updated: 18 October 2026
Status: Planned commercial policy — not currently active

1. Our commitment

Every piece deserves a next chapter — and every buyer deserves to receive the item they expected.

next:chapter intends to offer Buyer Protection for eligible purchases completed through its authorised checkout.

This policy explains the planned protection, reporting process and approach to refunds.

Buyer Protection is not yet active. Real purchases and payments are not currently available on next:chapter.

2. Buyer Protection fee

Our planned Buyer Protection fee is:

5% of the item price + AED 2 per order.

The fee will be displayed before payment.

There is no planned seller commission.

Delivery costs agreed directly with independent couriers are separate.

The treatment of the Buyer Protection fee in cancelled or refunded transactions will be confirmed before launch, subject to applicable law.

3. What Buyer Protection covers

An eligible buyer may request assistance if:

Item not received: The seller does not provide the item, or the buyer does not receive it.

Counterfeit item: The item is not authentic despite being represented as genuine.

Wrong item: The buyer receives an item different from the one purchased.

Undisclosed damage: The item has significant damage or defects that were not disclosed.

Significantly not as described: The item's condition, characteristics or other material details differ substantially from the listing.

Damage occurring during delivery may also qualify, subject to the available evidence and applicable law.

4. What is not ordinarily covered

Buyer Protection does not ordinarily cover:

• Changing your mind
• Disliking the colour or style
• An item not fitting when the stated size and measurements were accurate
• Normal wear clearly shown or described in the listing
• Minor variations that do not materially affect the item
• Damage caused after the buyer received the item

This does not affect any mandatory legal rights.

5. The 48-hour inspection period

The planned inspection period is 48 hours from verified receipt or collection.

Buyers should inspect the item promptly and report qualifying problems within that period.

Where a buyer confirms receipt through the Platform, that confirmation may establish the receipt time, subject to evidence of an earlier or later actual handover.

Where receipt is not confirmed, the Platform may review independent courier tracking, delivery evidence, collection records and messages to establish when the item was received.

A seller marking an order as dispatched is not sufficient proof of delivery.

The detailed rules for unconfirmed or disputed delivery will be published before commercial launch.

The 48-hour reporting window does not override rights that cannot legally be limited.

6. How to report a problem

Buyers should report an issue through the order's dispute function, once available.

If that function is unavailable, they should contact:

hello@nextchapteruae.ae

Include:

• Order reference
• Description of the problem
• Clear photographs of the item and relevant defects
• Photographs of packaging, where relevant
• Tracking or collection information, if available
• Any relevant messages or supporting evidence

Buyers should keep the item and packaging until the claim has been reviewed.

7. What happens after a claim

Once a claim is received, next:chapter may:

1. Review the buyer's explanation and evidence.
2. Request information from the seller.
3. Review listing photographs, messages and available delivery records.
4. Request further evidence or clarification.
5. Determine an appropriate resolution under this policy and applicable law.

Where technically supported by the payment provider, the transaction payout may be paused while an eligible claim is investigated.

The Platform will aim to handle disputes fairly and without unnecessary delay.

8. Possible outcomes

Depending on the circumstances, a resolution may include:

• A full refund
• A partial refund agreed by the parties
• Return of the item followed by a refund
• Cancellation of an unfulfilled order
• Rejection of a claim that is not supported by the evidence

Refunds and payment reversals will be processed through the authorised payment provider, subject to its confirmed procedures.

The refund treatment of the item price, Buyer Protection fee, initial delivery cost and return delivery cost will be disclosed before launch and must comply with applicable law.

9. Returns

Where a return is approved, the buyer must follow the return instructions provided.

Unless otherwise agreed, the item should be returned in substantially the same condition in which it was received.

Buyers should use a trackable return method where reasonably available.

Neither party should independently return or dispose of a disputed item without first agreeing on the process or receiving instructions.

10. Return delivery costs

Buyers will normally pay the initial delivery charge when purchasing an item.

For an approved claim, responsibility for return costs will depend on the circumstances, the evidence, the parties' responsibilities and applicable law.

For example, where a seller materially misdescribed an item, the seller may be responsible for reasonable return costs.

Where a courier caused damage, the parties may need to pursue the courier's applicable claims procedure.

next:chapter will not automatically guarantee reimbursement of independent courier charges unless expressly confirmed or required by law.

11. Self-collection

For self-collection, buyers and sellers should agree on a safe location and collection time.

Buyers should inspect the item at handover where reasonably possible.

The buyer should confirm collection through the Platform.

A collection confirmation, relevant messages or other reliable evidence may be considered when establishing receipt.

Any dispute will be assessed in light of the available evidence and applicable law.

12. Independently arranged couriers

Buyers and sellers may agree to use an independent courier.

The parties should agree before dispatch:

• Who books the courier
• Who pays the delivery charge
• The collection and delivery arrangements
• Whether tracking and proof of delivery are available
• Any applicable courier compensation or insurance

next:chapter does not currently provide courier booking or delivery insurance.

A courier's delivery confirmation may be considered as evidence, but a disputed delivery will be investigated rather than automatically treated as successful.

13. Non-delivery

If an item has not arrived, the buyer should contact the seller and report the problem through the Platform.

A non-delivery claim does not require the buyer to confirm receipt.

We may review the agreed delivery method, dispatch evidence, tracking information and communications.

The process for resolving lost parcels and the allocation of responsibility between buyer, seller and courier will be finalised before launch.

14. Counterfeit items

Counterfeit goods are strictly prohibited.

Where an item is reasonably suspected to be counterfeit, next:chapter may request further evidence, restrict the listing, suspend a transaction or take other appropriate action.

The return, refund or disposal of suspected counterfeit goods will be handled in accordance with applicable law and the confirmed payment process.

15. Seller payouts

The planned payout process will be linked to successful transaction completion and the resolution of any qualifying disputes.

The exact release conditions, automatic completion rules and payout timetable are not yet confirmed.

They will be published once the payment provider has approved and configured the marketplace arrangement.

16. Fraud and misuse

Fraudulent claims, false delivery confirmations, fabricated evidence and deliberate misrepresentation are prohibited.

We may restrict accounts or transactions where there is a reasonable basis to suspect abuse, subject to applicable law.

17. Your legal rights

This policy provides a proposed contractual protection process.

It does not replace or limit any mandatory consumer rights or other remedies available under UAE law.

18. Contact

For questions or disputes:

hello@nextchapteruae.ae