Buyer Policy
Loyaltie is a marketplace where you buy directly from independent makers, brands, and local businesses. This policy explains your rights and responsibilities as a Buyer. It is part of our Terms of Use; by shopping on Loyaltie you agree to both. In case of any conflict between this policy and the Terms of Use, the Terms of Use control.
1. What Loyaltie is (and isn't)
When you buy on Loyaltie, you are buying from an independent Seller, not from Loyaltie. We don't pre-screen every item, and each Seller sets their own processing times, shipping methods, and store policies. That said, Loyaltie backs purchases made through Loyaltie checkout as described in Section 7. If you see an item or store that violates our policies, report it to support@loyaltie.com.
2. Messages
Use Loyaltie Messages to ask Sellers questions and sort out order issues. Don't use Messages to send spam or unsolicited promotions, harass or abuse anyone, contact someone who asked you not to, interfere with another user's business, or arrange payment outside Loyaltie. Keep order conversations on Loyaltie — it protects you: off-platform transactions are not covered by Purchase Protection.
3. Buying on Loyaltie
Before you buy, read the item description and the store's policies, and make sure your delivery details are accurate. You can pay with major credit and debit cards, PayPal, Apple Pay, or Google Pay. All payments must go through Loyaltie checkout — it's the only way your purchase is protected. If a payment fails or funds are insufficient, we may contact you to collect payment or cancel the order.
4. Buying on a plan (recurring orders)
Some products can be bought on a plan: choose a delivery frequency — weekly, bi-weekly, monthly, or every 2–3 months — and we deliver automatically, usually at a better price. By starting a plan you authorize recurring charges at the frequency you selected. Your plan continues until you pause or cancel it, which you can do anytime in your account with no fees or penalties. Pause or cancel before your next billing date to avoid the upcoming charge; canceling doesn't refund payments already processed, but any orders already paid for will still be delivered or handled under Section 7.
5. Shipping and delivery
Sellers fulfill and ship their own orders. You'll see shipping costs on the product page and at checkout before you confirm — no shipping fees are added after purchase. After you order, you'll get an estimated delivery window based on the Seller's processing time, your location, and the shipping method; orders typically arrive within up to 7 business days after dispatch. When tracking is available, it appears in your account. Delivery estimates can be affected by carrier delays, weather, or customs; Buyers are responsible for any customs duties or import charges on international orders. If your order is late or missing, message the Seller first; if that doesn't resolve it, open a case (Section 7).
6. Canceling an order
You can cancel an order anytime before the Seller ships it, from your account. Once an order has shipped, it can no longer be canceled — if something's wrong with it, request a refund instead (Section 7). Plans can be paused or canceled anytime before the next billing date.
7. Problems with an order: cases, refunds, and Purchase Protection
If an order doesn't go as expected, first contact the Seller through Help with Order — most issues get resolved there. Give the Seller 48 hours to respond. If it isn't resolved, open a case with Loyaltie. We may ask you or the Seller for documentation, and we decide cases at our discretion. Our decision doesn't limit any legal rights you have against the Seller.
You may be eligible for a full refund — including shipping — if your order never arrives, arrives significantly late (excluding delays outside the Seller's reasonable control, like carrier strikes or customs holds), arrives damaged, or is significantly different from the listing (wrong item, wrong quantity, misrepresented condition, or not authentic as advertised). Refunds go to your original payment method. Cases must be opened within 180 days of the transaction.
How disputes are handled. For all Buyers, Loyaltie facilitates resolution between you and the Seller through the case system, and where a refund is due it is funded by the Seller. For Loyaltie+ members, Loyaltie handles the issue directly: we resolve the case ourselves and make it right, without you needing to negotiate with the Seller.
Not covered: items that were altered, used, or discarded after receipt; items accurately described that simply didn't meet expectations; disputes about shipping costs, duties, or taxes; in-person purchases; and any transaction paid outside Loyaltie checkout. Purchase Protection is a discretionary customer-care program: we may change or discontinue it, it creates no independent legal claim, and abuse of it can lead to exclusion or account suspension.
8. Returns
Each Seller sets their own return policy, shown in their store policies — not all Sellers accept returns. Don't return an item without the Seller's agreement unless the law where you live gives you that right.
9. Reviews and content
You can review your purchases — text, star rating, photos, or video — within 100 days of delivery. Reviews must be honest and based on your own experience. Don't post reviews that are about things outside the Seller's control (like carrier delays), contain hate speech, harassment, obscenity, or private information, inflate a store's rating artificially, or extort a Seller. The same standards apply to anything you upload to Loyaltie, which also must not infringe anyone's rights, mislead, advertise, facilitate off-platform payment, make prohibited medical claims, or sexualize minors. By posting content you confirm you have the rights to it and license it to Loyaltie as described in the Terms of Use. Sellers may respond to reviews; we remove content that violates these rules.