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Purchase Protection Programme for Sellers
Santhai’s Purchase Protection Programme is designed to ensure a positive experience for both buyers and sellers on the platform. For eligible sellers, this programme provides added reassurance in case of disputes. Santhai may cover buyer refunds for orders up to $250 CAD for qualified transactions. This page outlines how the Purchase Protection Programme operates, including the types of items and transactions that fall under its coverage.
These terms form part of our Terms of Use. By participating in the Santhai Purchase Protection Programme for sellers, you agree to these terms and our Terms of Use. The Santhai Purchase Protection Programme for sellers is not an insurance policy, warranty, or guarantee. Santhai retains sole discretion in determining whether a transaction qualifies for protection under this programme.
Santhai reserves the right to modify, suspend, or terminate the programme at any time for any reason, without liability for any impact such changes may have on you. This programme does not grant you any legal claims. If Santhai does not provide a refund to the buyer, it does not affect the buyer’s right to pursue claims against your shop. Your legal rights remain unaffected.
1. Overview of Santhai's Purchase Protection Programme for Sellers
We recognize that despite a seller’s best efforts to provide a positive buyer experience, unexpected issues may arise. Through Santhai’s Purchase Protection Programme for sellers, Santhai assists qualified sellers in resolving eligible cases. When an order meets all required criteria, Santhai may cover buyer refunds for orders up to $250 CAD (including postage and taxes collected on the Santhai platform), ensuring that sellers are not held financially responsible.
Santhai’s Purchase Protection Programme for sellers covers cases where an item does not arrive, arrives late, or there are disputes regarding listing accuracy. Generally, it does not apply to cases involving damaged items; however, Santhai may cover a seller’s first case related to a damaged item each calendar year.
For cases involving non-delivery or late delivery, Santhai Purchase Protection safeguards sellers for orders dispatched within the specified processing time but ultimately not received at their final destination or by the latest Estimated Delivery Date. Sellers who meet the eligibility requirements outlined here may not be held financially responsible for such cases that result in a buyer refund.
For disputes regarding listing accuracy, Santhai Purchase Protection safeguards sellers for orders that align with the listing description and photos when a buyer claims otherwise. However, Santhai does not cover orders that deviate from the listing description. Therefore, we strongly recommend using precise photos and accurate descriptions when listing an item.
For cases where an item arrives damaged, Santhai Purchase Protection covers sellers for their first eligible case and once per calendar year (January to December) thereafter. Otherwise, sellers are responsible for resolving cases in which a buyer reports receiving a damaged item. To help prevent such issues, we recommend securely packaging all items and purchasing delivery insurance.
Sellers are also responsible for fulfilling their independent warranty or return obligations as required by applicable local laws.
2. Eligibility Criteria for Orders
Sellers are automatically covered under Santhai’s Purchase Protection programme if they follow the steps outlined below. To ensure your orders qualify for coverage, please adhere to the following:
A. Mark your order as dispatched once it has been sent.
B. Payments made Outside of Santhai will not be eligible for Purchase Protection for Sellers. If a transaction is completed via PayPal, buyers will be directed to resolve cases through PayPal. For transactions made through Stripe, buyers will be directed to handle cases through Stripe.
C. Dispatch the order only to the address provided on Santhai. If a buyer requests an alternate delivery address via Messages, be cautious of potential fraud or scams. You may opt to cancel and refund the order, advising the buyer to repurchase using the correct delivery address.
D. Ensure proper packaging of your order to prevent damage during transit.
E. Clearly state processing times on your listings and ensure orders are dispatched within the specified timeframe. Informal agreements made through Santhai Messages to adjust the dispatch date will not be considered; Santhai relies on the processing times set for each listing to determine the official dispatch-by date.
F. Complete all made-to-order digital orders within Shop Manager.
G. Ensure your Shop Policies are fully completed, especially those related to returns, exchanges, and custom orders. Your policies must comply with both Santhai’s guidelines and applicable local laws.
H. Maintain your shop in good standing by adhering to all of Santhai’s policies.
Sellers are responsible for refunding the costs of orders that do not meet the eligibility requirements, exceed the $250 CAD threshold (including postage & taxes), or are damaged in transit after the first case covered by Santhai. To avoid these situations, Santhai strongly recommends purchasing insurance when fulfilling orders.
If a seller has third-party insurance, or coverage through a carrier and/or payment processor, they are required to first submit a claim through their primary coverage. Santhai reserves the right to process a refund only when other coverage options do not apply.