How does buyer protection work?

Overview

Every order on Javern comes with built-in protection. If a store never accepts, rejects the order, or you have a genuine issue with what you received, you're covered — refunds go to your Javern Wallet instantly and support can step in when you need us.

What's automatically protected

Your money isn't paid out to a store until they accept the order. If they don't accept within 72 hours, your order auto-cancels and you get a full refund to your Javern Wallet.
If a store rejects your order, you get a full instant refund to your wallet.
If a store accepts and then can't fulfil, they can still refund you — support can help push it through if needed.

What you can raise a claim on

Wrong item sent.
Item arrived damaged.
Item is defective.
Item doesn't match the description.
Order marked delivered but never arrived.

Start with the store in the order chat (attach photos). If you can't resolve it, contact support with your order ID, photos, and a summary. See How do I report a problem?.

Where refunds land

Every refund on Javern goes to your Javern Wallet — instantly. You can spend the balance on your next order.

What isn't covered

Change of mind after delivery, unless the store's own policy allows it. Each store sets its own return conditions.
Damage after delivery (not from shipping).
Items you agreed to buy "as-is" or clearance items the store flagged as non-returnable.

See What products can be returned? and What products cannot be returned?.

Tips to stay protected

Don't tap "Confirm Delivery" if anything is wrong with the parcel.
Keep photos and any packaging until the return or refund is resolved.
Keep the conversation in the order chat so we have a clean record if we need to step in.
Never pay a store outside Javern — off-platform payments aren't protected.

Still need help?

If this didn't fully answer your question, contact our support team and we'll follow up.