Buyer Protection & Dispute Policy

Buyer Protection may apply where:

• an item is materially different from its listing or description;
• the condition of an item materially differs from the condition stated in the listing;
• an incorrect item is received;
• one or more items from an order are missing;
• an item arrives materially damaged;
• an item is suspected or confirmed to be counterfeit, fake, reproduced, altered or otherwise prohibited under Sleevd's policies; or
• another material issue has occurred for which the seller is responsible under the Sleevd Terms of Service or applicable policies.

Buyer Protection does not ordinarily cover:

• change of mind;
• buyer's remorse;
• changes in market value after purchase;
• dissatisfaction with an item where the item materially matches its listing;
• minor differences that are reasonably consistent with the disclosed condition;
• issues caused by the buyer after delivery; or
• matters otherwise excluded under the Sleevd Terms of Service or applicable policies.

Buyers are expected to inspect their order promptly after delivery.

Any visible damage, incorrect or missing items, condition discrepancies or other issues that could reasonably be identified through inspection must be reported to Sleevd within 72 hours (3 calendar days) after confirmed delivery.

The buyer may also be provided with the option to confirm that the order was received and accepted.

The 72-hour period is the deadline for using Sleevd's ordinary expedited marketplace dispute process for issues reasonably discoverable on inspection. Buyer confirmation acknowledges receipt but does not shorten that period. Expiry does not extinguish claims involving latent defects, fraud, counterfeit or stolen goods, or any statutory right or remedy that cannot lawfully be limited.

This does not affect any rights that cannot legally be waived or restricted under applicable UAE law.

A buyer who believes an order qualifies for Buyer Protection must report the issue through the dispute or support process made available by Sleevd. The buyer should clearly identify:

• the affected order and items;
• the nature of the issue;
• how the received item differs from the listing or expected condition; and
• any other relevant circumstances.

Sleevd may request evidence necessary to evaluate a claim, including:

• photographs of the item;
• photographs of the packaging;
• photographs showing damage or condition discrepancies;
• an unboxing video, where available;
• shipping and delivery information;
• screenshots or copies of the original listing;
• communications between buyer and seller; and
• any other evidence reasonably relevant to the dispute.

The type and amount of evidence required may depend on the nature and value of the claim. Failure to provide reasonably requested evidence may prevent Sleevd from determining the claim in the buyer's favour.

Both buyers and sellers must cooperate reasonably with Sleevd during a dispute. Failure to cooperate or respond within a reasonable period specified by Sleevd may result in the dispute being determined based on the information available.

While a dispute is under review, the buyer must retain the affected item and, where reasonably possible, its original shipping packaging.

The buyer must not intentionally alter, damage, grade, authenticate, resell, dispose of or otherwise materially change the item while the dispute is being reviewed unless authorised by Sleevd.

Failure to preserve the item may affect Sleevd's ability to investigate the dispute.

Trading card condition can involve a degree of subjective judgment.

Where a buyer and seller disagree regarding the condition of a card or collectible, Sleevd may review the available evidence, including:

• the original listing;
• listing photographs;
• photographs or videos supplied by the buyer or seller;
• relevant shipment evidence; and
• generally recognised TCG condition standards and marketplace practices.

Sleevd may provide an assessment intended to facilitate resolution between the buyer and seller.

Any such assessment is made solely for marketplace dispute-resolution purposes and does not constitute professional grading, authentication, appraisal or certification.

If a material condition, authenticity or similar dispute cannot reasonably be resolved using the available evidence, either party may request an independent professional assessment.

Sleevd may require the requesting party to advance the reasonable cost of an independent professional assessment. If the assessment materially confirms Seller-attributable non-conformity, that cost may be charged to the Seller or reimbursed to the Buyer where required by applicable law or determined appropriate under the dispute process.

Where appropriate, Sleevd may consider the findings of an independent professional grader, authenticator or other suitably qualified expert when determining how the dispute should be resolved.

Except as stated in this section or required by applicable law, Sleevd is not required to advance or contribute to the cost of an independent professional assessment.

Where a buyer reasonably suspects that an item received is counterfeit or inauthentic, the buyer must report the issue through Sleevd's dispute process and provide any evidence reasonably requested by Sleevd.

Sleevd may require additional verification or an independent professional assessment before resolving an authenticity dispute. Any independent professional assessment requested by a party remains subject to section 6 of this Policy.

Rules concerning prohibited or counterfeit listings and action against sellers are governed by the Seller Policy, Seller Agreement and Terms of Service.

Depending on the circumstances and available evidence, Sleevd may facilitate or determine an appropriate resolution, which may include:

• return of the affected item;
• replacement, where agreed and available;
• full refund;
• partial refund where appropriate and accepted as a resolution;
• cancellation of the transaction; or
• rejection of the claim where the evidence does not reasonably support it.

The appropriate resolution will depend on the nature of the dispute.

Where a return is approved because the seller supplied an incorrect, materially damaged, counterfeit or materially misdescribed item, the seller will ordinarily be responsible for the reasonable cost of the required return shipment.

Refunds will be handled in accordance with the Sleevd Cancellation & Refund Policy.

When investigating a dispute, Sleevd may consider relevant fulfillment, inventory, receiving, packing, shipping, delivery, photographic, video or other operational records available to it.

Shipping and delivery matters, including delays, failed deliveries, returned shipments, lost shipments and carrier-related issues, are governed by the Shipping & Delivery Policy. Cancellation and refund matters are governed by the Cancellation & Refund Policy.

Buyer Protection must be used in good faith. Sleevd may take appropriate action where there is evidence of abuse, including:

• knowingly making false or misleading claims;
• manipulating or damaging an item after delivery;
• submitting altered or fabricated evidence;
• falsely claiming that an item was missing or not received;
• repeatedly opening unsupported disputes; or
• attempting to obtain a refund while retaining an item without authorisation.

Such conduct may result in rejection of the claim, restriction or suspension of the user's account, recovery of losses or other action permitted under the Terms of Service and applicable law.

Sleevd provides the marketplace infrastructure and dispute-resolution process intended to facilitate fair transactions between buyers and sellers.

Unless Sleevd itself is legally responsible for the relevant matter, Sleevd is not the seller of products offered by third-party sellers.

Sleevd acts as marketplace facilitator and is not the contractual seller of Products offered by independent Sellers. This allocation of roles does not exclude any obligation or responsibility imposed directly on Sleevd by applicable law in its capacity as platform operator, digital trader, provider, payment facilitator, custodian or fulfillment-service provider.

Sleevd may review evidence and make marketplace-level decisions concerning refunds, payouts, returns, account restrictions or other remedies available under its policies.

Sleevd's dispute-resolution process does not constitute professional grading, authentication, appraisal, arbitration or a judicial determination.

If documents conflict, the following order of precedence applies only to the subject matter of the conflict: (a) mandatory applicable law; (b) the Seller Agreement, for Seller contractual and payment obligations; (c) the applicable subject-specific policy, for its stated subject matter; and (d) the Terms of Service, for general Platform use. A more specific provision prevails over a general provision at the same level. No document overrides mandatory rights.

Questions, claims or disputes relating to Buyer Protection should be submitted through Sleevd's designated support or dispute channels.

Buyers and sellers should provide their order details and any relevant evidence when contacting Sleevd regarding a dispute.