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Buyer Protection
The short version
Your money never goes directly to a seller.
When you win an auction and pay, your payment is held in escrow by Mazedna. It reaches the seller only after you confirm that the item arrived and matches its description. If it doesn't, you open a dispute. We handle it.
How escrow works
You pay. Your funds move to a Mazedna escrow account — not to the seller.
The seller ships. They upload tracking. You receive the item.
You confirm. Log in and confirm receipt once you have inspected the item. Confirming releases the escrow to the seller. If you do nothing, the escrow releases automatically 7 days after payment — unless a dispute is open.
If something's wrong, open a dispute from the order page while the escrow is still held — that is, before you confirm receipt and before the 7 escrow days run out. Do not confirm receipt if the item has not arrived or does not match the listing: confirming releases the escrow and closes the window.
What's covered
- Item significantly not as described (condition, authenticity, completeness)
- Item not received within the stated shipping window
- Item damaged in transit (when seller is responsible for shipping)
What's not covered
- Buyer's remorse — bids are binding, and auctions are final
- Minor condition variations that were disclosed in the listing
- Items collected in person that were inspected before collection
- Disputes raised after the escrow has released — whether by your confirmation or by the 7-day window lapsing
Dispute resolution
Most disputes are resolved within 48 hours. Complex cases — those requiring authentication or third-party assessment — may take up to five business days.
We will contact both parties. We will review the listing, the condition report, and any supporting evidence. Our decision is final.
In cases where a refund is warranted, the amount returns immediately to your available balance in your Mazedna wallet — from there you can withdraw it whenever you like.
A note on trust
Escrow works because both sides know it's there. Sellers know they will be paid once the buyer confirms. Buyers know they have a window to raise a problem. Neither side has to take the other's word for it.
That's by design.