For support, contact us at support@elogade.com
Buyer Protection
• At ELOGADE, your safety comes first. We operate across the Baltic region and selected EU countries. Every eligible purchase is protected by our secure payment process powered by Stripe. Your payment is held safely until you confirm that the item has been received and matches the description. Refunds are handled in accordance with the Refunds & Payment Reversals section below.
How Buyer Protection Works
• Pay securely — your payment is securely held via Stripe until order completion.
• Seller ships the item within the stated handling time.
• 48-hour inspection period after the carrier marks the order as delivered.
• Funds are released to the seller after the buyer protection process is completed. Standard payment processing times may apply.
48-Hour Inspection Window
• Buyers have up to 48 hours from confirmed delivery to inspect the item and open a dispute if necessary. To report a problem, the buyer must use the “Dispute order” button in their order view and clearly describe the issue.
• The 48-hour inspection period begins when the carrier tracking marks the order as delivered (or otherwise confirms delivery).
• For electronics, 48 hours is considered a balanced testing window that allows buyers to properly check the device while helping prevent abuse of the protection system.
• If additional assistance is needed, the buyer may contact ELOGADE support at support@elogade.com.
When You Can Report an Issue
• Item not received
• Item significantly not as described
• Item arrives damaged
• Item is not functional when advertised as working
Return Shipping Responsibility
• Seller at fault – seller covers return shipping
• Buyer at fault – buyer covers return shipping
• Courier at fault – the case will be handled according to the carrier’s official claims procedures. ELOGADE may assist by providing available shipment data but is not the liable carrier.
Shipping and Carrier Delays
• ELOGADE is not responsible for delays caused by shipping carriers, peak season congestion, customs processing, or other events outside the seller’s reasonable control.
• Delivery timeframes are estimates and may vary.
• In cases of lost parcels, resolution will follow the carrier’s official investigation procedures.
• ELOGADE may assist with documentation and communication but is not responsible for the carrier’s investigation outcome.
What Is Not Covered
• Buyer’s remorse
• Normal wear and tear (if disclosed)
• Issues visible in listing photos
• Damage caused after delivery
• Software issues caused by updates, user-installed software, or configuration changes made after delivery
• Transactions outside ELOGADE
Misuse of Buyer Protection
• ELOGADE may take action against users who abuse Buyer Protection, dispute processes, or return mechanisms. Prohibited behavior includes:
• Repeatedly filing unjustified disputes
• Providing false or misleading claims
• Attempting to obtain refunds fraudulently
• Abusive return patterns
• Accounts engaged in abusive behavior may face restrictions, payout holds, or suspension.
Abusive Buyer Behavior
• ELOGADE reserves the right to deny protection or refunds in cases where evidence indicates misuse of the platform, including but not limited to:
• Item switching
• Intentional damage
• False “not as described” claims
• Excessive return patterns
Seller Handling Time
• Sellers must ship the sold item within 2 business days after payment confirmation, unless a different handling time is clearly stated in the listing.
• Handling time means the period between confirmed payment and the seller handing the parcel to the selected carrier.
• Failure to meet the handling time requirements may result in order cancellation and account measures.
If the Seller Fails to Ship
• If the seller does not ship the item within the required handling time and remains unresponsive, ELOGADE may:
• Cancel the transaction
• Issue a full refund to the buyer
• Apply appropriate account measures to the seller
Automatic Transaction Completion
• If the buyer does not report any issue within the 48-hour inspection period, the order is considered accepted and the seller payout process may begin according to the platform’s payment schedule.
• As a safety fallback, transactions may automatically complete no later than 14 days after the carrier marks the order as delivered.
Evidence and Review Standard
• ELOGADE may request additional evidence from either party during dispute review.
• Decisions are made in a fair and reasonable manner based on the available evidence.
• ELOGADE reserves the right to make the final determination in dispute cases based on the available evidence and platform policies.
• Claims that are unsupported, inconsistent, or lack sufficient proof may be rejected at ELOGADE's discretion.
• ELOGADE evaluates cases based on available data, including:
• Carrier tracking information
• Listing description and photos
• Message history
• Provided photo or video evidence
Partial Refunds
• In certain cases, where appropriate and supported by evidence, ELOGADE may offer or approve partial refunds as part of dispute resolution.
Repeated Seller Non-Performance
• Sellers who repeatedly fail to ship orders or fulfill transactions in good faith may be subject to:
• Reduced listing visibility
• Temporary selling restrictions
• Account suspension
Delivery Confirmation Source
• Delivery status is determined primarily based on the carrier’s official tracking information.
Platform Role Disclaimer
• ELOGADE operates an online marketplace across the Baltic region and selected EU countries and acts as an intermediary platform. The sales contract is concluded directly between the buyer and the seller.
• ELOGADE does not take ownership of items listed on the platform and is not a party to the transaction between users.
Identity and Account Verification
• ELOGADE may require users to complete identity or account verification at any time to comply with legal, regulatory, or payment provider requirements. Failure to complete requested verification may result in:
• Payout delays
• Selling restrictions
• Temporary holds
• Account suspension
Prohibited Items Policy
• To maintain a safe and trustworthy marketplace, certain items are strictly prohibited on ELOGADE.
Strictly Prohibited
• Stolen or unlawfully obtained devices
• Devices with active iCloud, Google, or similar locks
• Network-locked phones not clearly disclosed
• Demo or display units unless clearly stated and allowed
• Counterfeit or replica electronics and accessories
• Devices with tampered IMEI or serial numbers
• Items violating applicable laws
• Misleading or deceptive listings
• Devices with damaged or swollen batteries or items unsafe for shipping
Device Identification Requirements
• Sellers must not remove, alter, or tamper with IMEI numbers, serial numbers, or other device identifiers.
• Where applicable, sellers may be required to provide partial or full device identifiers for verification purposes.
• ELOGADE reserves the right to request verification, remove suspicious listings, or suspend accounts.
• Devices reported as lost, stolen, or blacklisted may be removed without prior notice.
Seller Responsibilities
• Ensure legal ownership of the device
• Remove all personal accounts and locks
• Accurately disclose condition and defects
• Provide real photos of the actual item
Item Condition Standards
• New — unused, unopened, in original packaging
• Like New — minimal or no signs of use, fully functional
• Very Good — light signs of use, fully functional
• Good — visible wear but fully functional
• Acceptable — heavy signs of wear but still functional; cosmetic defects clearly visible; the device must remain fully functional in all core features
• Fair / For Parts — significant wear or not fully functional (must be clearly described)
Transaction Risk Review
• ELOGADE may temporarily delay payouts, hold funds, request additional verification, or cancel transactions flagged as high risk.
Platform Availability
• ELOGADE provides the platform on an “as is” and “as available” basis. Temporary interruptions or technical issues may occur.
Consumer Rights
• Nothing in these policies limits mandatory consumer rights provided under applicable law.
Seller Guidelines (Listing Rules)
• To maintain quality and trust on ELOGADE, sellers must follow these listing standards.
Listing Requirements
• Use real photos of the actual item (no stock images as main photo)
• Accurately select item condition
• Clearly disclose all defects and damage
• Provide truthful and complete descriptions
• Ship within the stated handling time
Prohibited Seller Practices
• Misleading titles or descriptions
• Hiding defects
• Selling items you do not possess
• Off-platform payment requests
• Duplicate spam listings
Enforcement
• ELOGADE reserves the right to remove listings, limit visibility, or suspend user accounts that violate our marketplace guidelines, Terms of Service, or applicable laws.
Trust & Safety (How We Protect Users)
• Secure Stripe payments — funds are held safely until order completion
• Active listing moderation — continuous review of marketplace content
• Fraud monitoring systems — detection of suspicious behavior and risk signals
• Secure user verification — identity checks when required to maintain marketplace integrity
• User reporting tools — easy flagging of problematic listings or users
• Dispute resolution support — structured process to help resolve issues fairly
How ELOGADE Works
For Buyers
• Browse and purchase safely
• Pay securely via Stripe
• Inspect within 48 hours
• Order is completed automatically after the inspection period
For Sellers
• List your device
• Ship the item
• Get paid after the buyer protection process is completed according to the platform’s payment schedule
• Build your reputation
Cookie Policy
• ELOGADE uses cookies and similar technologies to improve user experience, analyze traffic, and ensure platform security.
Types of Cookies We Use
• Essential cookies – required for platform functionality
• Analytics cookies – help us understand usage
• Performance cookies – improve speed and reliability
• Marketing cookies – used only where legally permitted
Managing Cookies
• Users can control or disable cookies through their browser settings. Some platform features may not function properly if cookies are disabled.
Fees & Commissions
• ELOGADE applies a transparent service fee to maintain and improve the platform, ensure secure payments, and provide user protection.
Seller Commission
• ELOGADE charges a 2% service fee on each successful sale.
• This commission is deducted automatically when the transaction is completed.
• In addition, payments are processed by Stripe, which applies its own processing fee (typically around 1.4% + €0.25 per transaction, but may vary depending on the payment method, country, and Stripe pricing updates).
• Seller’s final payout is calculated automatically after ELOGADE (2%) and Stripe processing fees are deducted from the total payment.
• No ELOGADE service fee is charged if the item does not sell.
Buyer Fees
• ELOGADE charges buyers a 3% service fee at checkout.
• This fee helps support platform operations, secure payments, and user protection.
• Buyers may also see additional costs such as shipping, depending on the listing.
• All applicable fees are displayed clearly before payment confirmation.
Payment Processing
• All payments on ELOGADE are processed securely via Stripe.
• Stripe processing fees are automatically deducted during the transaction flow.
• Seller payouts are initiated after the buyer protection process is completed and standard payment processing times apply.
• ELOGADE may adjust its service fees in the future with prior notice.
Refunds & Payment Reversals
• Refunds are issued based on the outcome of the dispute resolution process or order cancellation conditions outlined in these policies.
Full Refunds
• A full refund may be issued when:
• The item was not shipped within the required handling time
• The item is confirmed as not received (based on carrier investigation)
• The item is significantly not as described
• The item arrives damaged and the seller is at fault
• The transaction is cancelled due to seller non-performance
• In such cases, the buyer will receive a refund of the item price and applicable buyer fees where required by law.
Partial Refunds
• In certain cases, ELOGADE may offer or approve a partial refund where:
• The issue does not justify a full return
• The buyer agrees to keep the item at a reduced price
• The defect is minor and supported by evidence
• Partial refunds are determined based on fairness and proportionality.
Refund Processing Time
• Once a refund is approved, it is processed via the original payment method through Stripe.
• Refund processing times may vary and typically take 5–10 business days to appear in the buyer’s account.
Non-Refundable Situations
• Refunds may be denied when:
• The buyer fails to report the issue within the 48-hour inspection period
• The claim lacks sufficient evidence
• The issue falls under “What Is Not Covered”
• The buyer has altered, damaged, or misused the item after delivery.
Fee Refund Rules
• Buyer service fees may be refunded when the seller is at fault or when required by law.
• If the buyer is at fault, certain fees may be non-refundable.
• Stripe processing fees may not always be refundable.
Chargebacks & Payment Disputes
• Users are encouraged to resolve issues through ELOGADE before initiating a chargeback.
• If a chargeback is filed, ELOGADE reserves the right to suspend the account and investigate the case.
Refunds of Fees
• Fee refund conditions are primarily outlined in the “Refunds & Payment Reversals” section above.
• In general, fees may be refunded when the seller is at fault or when required by applicable law.
• If the buyer is at fault, certain fees may be non-refundable.
Taxes and User Responsibilities
• Users are solely responsible for determining and fulfilling their own tax obligations related to transactions conducted on ELOGADE.
• ELOGADE does not provide tax advice and does not withhold or remit taxes on behalf of users unless explicitly required by applicable law.
• Users are encouraged to consult their local tax authority or professional advisor if they are unsure about their obligations.
• Where required by applicable law (including DAC7 or similar regulations), ELOGADE may collect and report seller information and transaction-related data to tax authorities.
• ELOGADE may request additional information from sellers, including tax identification details, where required to comply with legal or regulatory obligations.