When you order and pay via Orderchamp, you are entitled to Buyer Protection. The Buyer Protection consists of a refund policy, secure payment procedures and assistance from our support team. You will find more information below.
With buyer protection you can receive a refund if the order:
- Has not been delivered and / or has been delivered incorrectly;
- Totally does not match the description and / or is damaged;
- Is canceled manually by the seller;
- Is canceled by Orderchamp.
Secure payment procedures
All payments on Orderchamp are encrypted. They are processed by our trusted partners Online Payment Platform and Mollie. We work with this secure technology to ensure that you can send and receive money in complete confidence.
Our support team
We are there for you on workdays and you can expect an answer within 24 hours - sometimes even in the weekends :). We do everything to solve your problem.
How do I receive the refund?
If the order is canceled by the supplier or Orderchamp, you will automatically receive the refund within a few working days.
Important: If the order is sent by the supplier, we will send an email to you to ask if you have received the order. If you do not respond to this via the button in the e-mail, we will automatically release the payment after 72 hours.
If a problem has occurred after receipt, or you have not received the order, you can submit a complaint.
Deadline for submitting your complaint
In case you want to submit a complaint, send an email to firstname.lastname@example.org. Do this within the following period:
- Within 36 hours after your item has been delivered and you discover that the item is completely different than described, or if it is damaged.
- Within 36 hours after the item should have been delivered.
The period starts on the day that you have received the e-mail from Orderchamp.
If you have received an item that is completely different than described, and if you have sent an email to Orderchamp within 36 hours, we will hold the payment. You can then contact the supplier to discuss the complaint, after which they will most likely help you to resolve it.
Have you found a solution together? Beautiful! Send a response to the previously sent e-mail. The payment is then released to the supplier. If you cannot find a solution, please contact us. We help you further and take a final decision in the case.
Retailers pay the costs for the return shipment, unless otherwise agreed with the supplier.