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Home > Help > Policies & Service > Buyer protection

Buyer protection

What is Buyer Protection?

Buyer Protection is a set of guarantees provided by Eastmachinery.com that enables buyers to shop with confidence on our website. 

You are protected when:

·The item you ordered did not arrive within the time promised by the seller.

·The item you received is not as described.

·The item you received that was assured to be genuine is fake. 


Who is eligible for Buyer Protection? 

Only buyers who have purchased items on Eastmachinery.com are eligible for Buyer Protection.  

Any payment made directly to a seller outside Eastmachinery.com is not protected by us. 


When am I protected by Eastmachinery Buyer Protection? 

When the item you ordered did not arrive within the time promised by the seller.  

When the item you received is not as described. 

When the item you received that was assured to be genuine is fake. 


The following cases are not covered by Buyer Protection:

·Fraudulent charges to a credit card. If you notice any charge to your account that you do not authorize, report it to your credit card company immediately.

·Orders or payments made outside of  Eastmachinery.com.

·Claims that an item is not delivered when the shipping company's records show that it was

·Claims that an item is not as described when the seller can prove that it is.

·Items that are delivered and are as described but the buyer no longer wants. 



What protections can I get and how it works?

Everyone who shops on Eastmachinery.com receives the following guarantees for each purchase:


1. Full refund if you don’t receive your order

You will get a full refund if your order does not arrive within the delivery time promised by the seller.

How it works: 

Sellers on Eastmachinery.com set a delivery time with a maximum of 60 days (90 days for deliveries to Russia).

If you can prove that you do not receive your order within the stated delivery time, you will get a full refund.


Full refunds are not available in the following circumstances:

- Your order did not arrive due to factors within your control (eg. providing the wrong shipping address)

- Your order did not arrive due to exceptional circumstances outside the seller’s control (eg. not cleared by customs, delayed by natural disaster)

- Other exceptional circumstances outside the control of Eastmachinery.com


2. Refund or keep items not as described

You can get a full refund if your item is significantly different from the seller’s description, or you can choose a partial refund and keep the product.

How it works:

Every seller sets a return policy to resolve issues where the item is not as described (eg. who is responsible for return shipping costs).

If your item is not as described, you should contact the customer service to discuss a resolution.

If you can accept the product and want to keep it, you should negotiate a partial refund.

Otherwise, you will get a full refund as established by the return policy.


Sellers can also offer additional guarantees for their products:

1. Longer Protection 

You get 15 extra days to submit a Refund Request after your order has been completed.

How it works:

If your haven’t received your item or find that it’s not as described after the order is completed, you can still submit a refund request for up to 15 days.

* If you submit a refund request before the order is completed and then mark it as resolved, you cannot submit another refund request, even if the seller provides this service.


2. Extra Returns

You can return any product you have bought, even those in perfect condition.

Please ensure that the product has not been used and is in the original packaging. The buyer pays the return shipping costs.

How it works:

You can return your purchase for any reason and get a full refund. The Return policy will determine who is responsible for the return shipping costs.

*This service becomes unavailable after the order is completed.


3. Guaranteed Genuine

If your purchase is found to be counterfeit, you can get up to two times the total amount you paid for it (shipping costs excluded).

How it works:

This service is offered by sellers participating in the Eastmachinery Guaranteed Genuine Program and covers certain types of products (see below). Participating sellers guarantee that their products are genuine.

If they are found to be counterfeit, the seller will compensate the buyer by paying them up to two times the total cost of the products (shipping costs excluded).

Eastmachinery.com will also fully refund the cost of the purchase.

*These products can also be covered by the Longer Protection guarantee.


How does Buyer Protection work?

1. Contact the customer service

2. Submit a refund request

How can I protect my purchase?

1. Before you buy, check the listing. Review terms of sale, item description, and shipping and payment methods.

Make sure you are comfortable with the appearance and condition of the item and the terms the Eastmachinery.com is offering. 

2. Allow enough time to receive an item. Keep in mind the seller needs time to receive and confirm payment and ship the item.

Pay attention to the Eastmachinery.com’s guaranteed delivery time – you should be prepared to receive the item anytime within that timeframe.

3. Leave Feedback. Leave honest, fair, factual feedback. This will let other buyers know about your experience with the seller and help keep Eastmachinery.com a safe place for buying and selling.

More tips to help you avoid some common issues encountered by new buyers:

1. Make sure you understand your local customs policies

It is important to remember that different countries have different customs policies.

To avoid customs clearance problems relating to import qualifications or restrictions, you have the responsibility to find out whether the purchased products and the number of products being imported are in compliance with relevant local policies.

You should also seek to understand whether the purchased products will attract additional local tariffs or customs duties.

If you cannot complete the relevant import procedures because you require a CE certificate or other related document from the seller, please contact the seller for these documents as soon as possible.

2. Fill in the correct delivery address

To make sure your order will be delivered correctly, carefully fill in your delivery address before making any payment.

'PO Box' is a mailbox. Since most of the products on the platform are couriered in the form of a package, using a PO Box as delivery address will mean your order may not be delivered. Avoid using PO Boxes as a delivery address.

If you need to make any changes to the delivery address after you have made your payment, please contact the seller and seek their written consent first.

Make sure you keep the original records of the relevant communications.

3. Quickly make all necessary arrangements for collecting your order when it arrives at the destination

The logistics company or post office will notify you when your order has arrived.

Please check the delivery status and your mailbox regularly after you have placed your order.

Once you have been notified that your order is ready for collection, please contact the logistics company or post office accordingly.

If you didn't receive your order because you failed to arrange for its collection, the order will be finished.

4. Check your product carefully before confirmation

Logistics companies deliver packages in one of two ways: 

Driver/Shipper Release: the logistics company will deliver the package directly to the front or back door of the buyer's address. 

Signature Obtained: the buyer must sign and acknowledge receipt of the package.

Please confirm with the seller your preferred method of delivery.

If you choose Signature Obtained, you may need to pay extra fees. Please confirm with the seller on who will bear the cost of the extra fees prior to making payment.


Please check the condition of your package before you sign and acknowledge receipt of delivery to avoid problems relating to product damage or the quantity of products that were delivered. Do not sign and acknowledge receipt of your order if the packaging on the outside has signs of damage.

Please check the contents of your package immediately after signing and acknowledging receipt of delivery.

Contact the seller immediately if you discover any further problems.

5. Confirm the return address with the buyer before returning your item

If you need to return an item because a quality issue or because it is substantially different from what was described, please make sure you confirm the return address with the seller before sending it back.


If you still have questions, please Contact Us
Related help topics
Eastmachinery After-sale Service Pledge
Seller Guarantee Services
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