Marketplace Guarantee

What's Covered

The Zorexium Marketplace Guarantee covers every transaction completed through our platform. Whether you're buying a used GPU, a full workstation, or precision peripherals, you're protected.

Item Not Received

Full refund if your order never arrives

Item Not as Described

Full refund if the listing was materially inaccurate

Significantly Damaged in Transit

Refund or replacement for transit damage

Counterfeit or Unauthorized Item

Full refund and seller suspension

Defective Hardware

Refund or exchange within 30 days of receipt

Wrong Item Shipped

Prepaid return label and correct item or refund

How It Works

Our guarantee works automatically. There's no separate enrollment required—every purchase on Zorexium is covered from the moment payment clears.

1

Browse & Buy

Find your hardware and complete checkout through our secure platform. Payment is held in escrow until delivery is confirmed.

2

Receive & Inspect

Your item ships from the seller. Upon delivery, you have 3 business days to inspect and confirm receipt—or report an issue.

3

Confirm or Dispute

Mark the order as received to release payment to the seller, or open a dispute if there's a problem. Our team reviews all disputes within 48 hours.

4

Resolution

If your claim is approved, you'll receive a full refund to your original payment method within 3–5 business days. In cases of seller negligence, Zorexium absorbs the loss.

Eligible Purchases

The Marketplace Guarantee applies to all purchases made through the Zorexium checkout system. Transactions conducted outside our platform (e.g., direct bank transfers arranged off-site) are not covered.

Requirements

Purchased via Zorexium checkout
Claim filed within 30 days of delivery
Account in good standing
Evidence provided (photos, tracking)
Attempt to resolve with seller first

Filing a Claim

To file a claim under the Marketplace Guarantee, follow these steps. Most claims are resolved within 3–5 business days.

Step 1

Contact the Seller

Use the in-platform messaging system to notify the seller of the issue. Allow 48 hours for a response before escalating.
Step 2

Open a Dispute

Navigate to Marketplace Settings → Claim History and click "Open New Claim." Select your order and describe the issue clearly.
Step 3

Provide Evidence

Upload photos of the item, packaging, and any relevant documentation. Include tracking information and communication records with the seller.
Step 4

Await Review

Our Trust & Safety team reviews your claim within 48 hours. They may request additional information from you or the seller.
Step 5

Resolution & Refund

If your claim is approved, your refund is processed to the original payment method within 3–5 business days. You'll receive an email confirmation when the refund is issued.

Go to Claim Center

Dispute Resolution

When buyers and sellers cannot reach an agreement, Zorexium mediates the dispute through our formal arbitration process. Our team is impartial and bases decisions on evidence submitted by both parties.

Mediation Phase (0–3 days)

Our team facilitates a structured conversation between buyer and seller to find a mutually agreeable resolution. Over 70% of disputes are resolved at this stage.

Adjudication Phase (3–7 days)

If mediation fails, our Trust & Safety team issues a binding decision based on the evidence. Both parties must comply with the decision.

Final Appeal (7–14 days)

Either party may appeal the adjudication decision once by submitting new evidence. Appeals are reviewed by a senior Trust & Safety specialist.

All dispute decisions are final after the appeal period expires. Zorexium reserves the right to take action against sellers who repeatedly generate disputes or act in bad faith.

Seller Accountability

Sellers on Zorexium agree to our Seller Guidelines and are held to high standards of honesty, accuracy, and reliability. We enforce these standards rigorously.

Identity Verification

All sellers undergo identity verification before listing hardware on our platform

Reputation Score

Sellers maintain a public reputation score based on transaction history and buyer reviews

Zero-Tolerance Policy

Sellers who commit fraud, misrepresent items, or fail to ship are permanently banned

Seller Performance Standards: Sellers must maintain a minimum 95% positive feedback rate, ship within the stated handling time, and respond to buyer messages within 24 hours. Sellers who fall below these standards face account restrictions or removal.

Payment Security

Your financial information is protected at every stage of the transaction. We partner with industry-leading payment processors and never store your full card details on our servers.

Credit/Debit Card & PayPal

Payments are processed through PCI-DSS Level 1 compliant processors, the highest level of payment card security.

Escrow Hold

Payment is held securely until you confirm receipt of your order. Funds are only released to the seller after successful delivery.

Fraud Detection

Our automated fraud detection system monitors all transactions in real time and flags suspicious activity immediately.

SSL/TLS Encryption

All data transmitted between your browser and our servers is encrypted using 256-bit SSL/TLS encryption.

Chargeback Support

If your bank or payment provider initiates a chargeback, our team will provide full documentation to support your case.

Two-Factor Authentication

We strongly encourage enabling 2FA on your account to prevent unauthorized purchases. Enable it in Account Settings.

Exclusions & Limitations

While our Marketplace Guarantee is broad, there are some scenarios where it does not apply or where coverage is limited.

Not Covered

Transactions completed outside the Zorexium platform
Claims filed more than 30 days after confirmed delivery
Buyer's remorse or change of mind (no-fault returns)
Damage caused by the buyer after receipt
Items where the listing accurately disclosed known defects
Digital goods, software licenses, or activation codes
Accounts found to be engaged in abuse of the guarantee system

Coverage Limits

Guarantee coverage is capped at the original transaction amount including shipping
Consequential damages (e.g., data loss, downtime costs) are not covered
Maximum of 3 guarantee claims per account per 12-month period
Enterprise orders over $10,000 are subject to separate terms

Frequently Asked Questions

How long do I have to file a claim?

You must file a claim within 30 days of your item's confirmed delivery date. Claims submitted after this window are not eligible for the Marketplace Guarantee unless exceptional circumstances can be demonstrated.

What if the seller disputes my claim?

Both parties present evidence to our Trust & Safety team, who make a binding decision based on the facts. The process is impartial and both sides have an equal opportunity to be heard. We handle hundreds of disputes every month and are experienced at identifying fraudulent claims from either side.

How quickly will I receive my refund?

Once your claim is approved, refunds are processed within 3–5 business days. The time it takes for the refund to appear in your account depends on your payment provider—typically 1–3 additional business days for credit cards, and instant for PayPal.

Can I return an item if I simply changed my mind?

Change-of-mind returns are at the discretion of individual sellers. The Marketplace Guarantee covers issues with the item itself (defects, not as described, not received), not buyer's remorse. Check the seller's individual return policy before purchasing.

What happens if the seller is unresponsive?

If a seller does not respond to your message within 48 hours, you can immediately escalate to Zorexium support. Seller non-responsiveness is taken very seriously—persistent non-communication can result in the claim being decided in the buyer's favor and the seller account being restricted.

Is used / refurbished hardware covered?

Yes. Used and refurbished hardware is covered by the Marketplace Guarantee. If the item's condition was materially different from what was described in the listing, you are entitled to a refund. Listings must accurately represent condition grades (New, Like New, Very Good, Good, Acceptable).

Contact & Support

Our Trust & Safety team is available around the clock to help with Marketplace Guarantee questions, claim filing, and dispute escalation.

Live Chat

Use the chat bubble in the bottom-right corner for immediate assistance. Average response time: under 2 minutes.

Email Support

Email us at guarantee@zorexium.io for non-urgent questions. Response within 24 hours.

Claim Center

File and track claims directly from your Marketplace Settings page.