Buyer Policy
What Buyers on Javern can expect from us and what we expect from you.
Updated 31 July 2026
Effective date: 2026-07-31
This Buyer Policy applies to everyone using Javern as a Buyer. It sits alongside the Terms of Service — read that too.
1. Your account
- One Buyer account per person. Keep your login secure. See How do I secure my account?.
- You must be at least 18 to place orders.
- Provide accurate contact information — Vendors and couriers rely on it to reach you.
2. Placing orders
- Each Vendor's cart is a separate Order — check out one at a time. See How do I buy from multiple stores?.
- Payment is due at checkout. Payments go through Paystack or your Javern Wallet.
- Once payment is confirmed, the Order is in the Vendor's hands. You cannot cancel it yourself after payment clears.
3. What Javern guarantees
- 72-hour Vendor response window. If the Vendor doesn't accept within 72 hours, your Order is auto-cancelled and you're refunded in full to your Javern Wallet.
- Instant refunds on Vendor rejection. If the Vendor rejects, you're refunded in full to your Javern Wallet immediately.
- Wallet-based refunds. Every refund goes to your Javern Wallet. See the Refund Policy.
- Order chat. Once the Vendor accepts, a chat opens for direct communication about your Order.
4. What you're responsible for
- Providing a correct and reachable delivery address and phone number.
- Being available (or nominating someone) to receive the parcel.
- Paying for shipping, chosen at checkout from the Vendor's shipping options.
- Communicating with the Vendor through the order chat (not off-platform), especially for returns or issues.
- Confirming delivery once your Order arrives and everything is in order.
- Raising problems as soon as you notice them, with photos where possible.
5. Cancellations
- You can cancel an Order only while it is in Pending Payment.
- After payment, cancellation only happens through Vendor rejection or the 72-hour auto-cancel.
- See Can I cancel before shipping? and Can I cancel after shipping?.
6. Returns and refunds
- Returns and after-sales are handled directly with the Vendor via the order chat.
- Each Vendor sets their own return conditions in their Store policy.
- Where the Vendor is at fault (wrong item, damaged, defective, not as described), refunds are supported by Javern.
- All refunds land in your Javern Wallet — instantly once approved.
- Full details in the Return Policy and Refund Policy.
7. Off-platform payments
Never pay a Vendor outside of Javern. Off-platform payments (direct bank transfer, gift cards, crypto, etc.) are not protected and Javern cannot help you recover them. See How do I avoid scams?.
8. Behaviour
- Be respectful in the order chat and in reviews.
- Do not harass Vendors or other Buyers. See the Community Guidelines.
- Do not use bots, scripts, or fraudulent methods to place Orders or manipulate reviews.
9. Buyer Protection summary
- Money is not paid out to a Vendor until they accept your Order.
- 72-hour auto-cancel with full wallet refund if the Vendor doesn't act.
- Full wallet refund on Vendor rejection.
- Support mediation for post-delivery disputes.
Full details in How does buyer protection work?.
10. Suspension and appeals
Accounts that repeatedly abuse refunds, engage in fraud, or violate these policies may be suspended. See the Account Suspension Policy and Appeals Policy.
11. Contact
Contact our support team for any Buyer-related question.
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