Legal & Policies
Buyer Protection
Last Updated: January 26, 2026Version: 1.0
Legal & Policies
When you shop on XILA, you are protected. If something goes wrong with your order — it doesn't arrive, it's significantly different from the listing, or it's fraudulent — XILA will help you get a refund.
The XILA Buyer Protection Policy covers purchases made through the XILA platform in the following situations:
Item Not Received (INR): Your order was not delivered within the estimated delivery window and the seller cannot provide proof of delivery.
Significantly Not as Described (SNAD): The item you received is materially different from the seller's listing (wrong item, wrong size, damaged, counterfeit).
Service Not Delivered: A booked service was not performed as agreed without reasonable cause.
Unauthorized Transaction: A purchase was made on your account without your authorization.
Duplicate Charge: You were charged more than once for the same transaction.
| Transaction Type | Time to Open Dispute |
|---|---|
| Physical Products | Within 30 days of the estimated delivery date |
| Digital Products | Within 14 days of purchase |
| Services | Within 14 days of the agreed service completion date |
| Rental Properties | Within 24 hours of check-in for SNAD issues |
| Unauthorized Transactions | Within 60 days of the transaction |
Use XILA's messaging system to contact the seller directly. Many issues can be resolved quickly this way.
If the seller does not respond within 48 hours or you cannot reach an agreement, go to your orders page, select the order, and click "Open Dispute".
Submit photos, screenshots, tracking information, or any other relevant documentation to support your claim.
Our team will review both sides and respond within 3–5 business days.
If your claim is approved, a refund will be issued to your original payment method within 5–7 business days.
Partial Refunds: In some cases (e.g., partial delivery), a partial refund may be issued at XILA's discretion.
Full Refunds: Issued when the item is not received or is counterfeit/fraudulently described.
Return Required: For SNAD cases, you may be required to return the item before a refund is issued. XILA may provide a prepaid return label.
Processing Time: Approved refunds are returned to your original payment method within 5–7 business days. Timing depends on your bank or payment provider.
Credits: In some cases, refunds may be issued as XILA credits at your request.
The following are not covered by XILA Buyer Protection:
Transactions conducted outside the XILA platform (off-platform deals).
Change-of-mind cancellations (unless the seller's own policy allows returns).
Disputes filed outside the time windows listed in Section 2.
Damage caused after delivery or use of the item.
Disagreements about quality that do not constitute a material difference from the listing.
Prohibited items (purchases of items that violate our Seller Policy).
Disputes where you initiated a credit card chargeback before contacting XILA.
XILA uses automated fraud detection and manual review to protect buyers:
Suspicious sellers and listings are flagged and reviewed before reaching buyers. Transactions are monitored 24/7 for suspicious activity.
Payment information is processed through PCI DSS-compliant providers (Stripe). Two-factor authentication is available to protect your account.
If you suspect fraud, report it immediately to support@xila.io.
Always complete purchases through the XILA platform — never pay outside.
Review seller ratings and read buyer reviews before purchasing.
Be wary of deals that seem too good to be true.
Keep all communication within XILA's messaging system.
Save all receipts, order confirmations, and delivery notifications.
Never share your XILA login credentials or payment details via chat.
In enforcing these policies, XILA collects and processes personal data. This data is processed strictly in accordance with our GDPR Policy and Privacy Policy to fulfill our legal obligations and maintain a safe platform environment.
Please be aware that any information submitted regarding policy violations or disputes may be legally required to be shared with the opposing party and relevant third-party authorities.
If you need assistance with a buyer protection claim, have questions about your coverage, or need to report a dispute with a purchase, our dedicated buyer support team is here to help. We aim to respond to all buyer protection inquiries within 24–48 hours to ensure your shopping experience remains safe and secure.
