Buyer Protection and Transaction Dispute Policy

Burbn B2B Buyer Protection provides a defined refund and resolution process for qualifying purchases from independent Suppliers. It supports the sales obligations in the Approved Order Record and the Returns Policy. It is an express commitment by the Burbn operator identified in the Marketplace Terms, within the scope below.

1. What protection means

For a qualifying claim, Burbn will arrange or fund the approved refund according to this Policy even if it has not yet recovered the amount from the responsible Supplier. The Supplier remains liable for its own goods and performance; recovery between Burbn and the Supplier is separate from the Buyer's approved payment.

This is a contractual purchase-protection programme, not a general insurance policy, manufacturer warranty, credit facility, investment guarantee or guarantee of business profitability. It does not promise that a Supplier will always perform. It specifies the remedy when a covered failure is established.

2. Qualifying Orders and protected payments

An Order qualifies where the actual Supplier and final terms are recorded through the Burbn B2B approval and acceptance process, payment is made using the method and authorised instructions in the final approved quotation incorporated into the Order, and the claim concerns goods and a failure covered by this Policy.

Ordinary eligible goods Orders paid through that route receive this protection without an additional protection premium. A category excluded below must not display an unqualified protection promise. Any additional voluntary service must have separate disclosed terms and pricing.

Where the approved quotation specifies a bank transfer or another payment route, Burbn or its authorised provider must be able to verify and administer the protected payment. An indicative Supplier quote or a Supplier's personal account sent only in chat is not, by itself, the final Burbn-approved payment instruction. Where only part of an Order was paid through the approved route, protection covers the verified eligible amount rather than unverified funds paid elsewhere. The remaining contractual rights against the Supplier continue.

3. Covered failures

Only the affected portion is ordinarily refunded. A defect that makes an integrated lot unusable for its expressly agreed purpose may justify a wider remedy based on the evidence. A specific performance or certification promise must be supported by the Approved Order Record or a legally binding representation.

4. Exclusions and boundaries

The programme does not cover unverified payments made outside an approved route; a sample or Order never accepted through Burbn B2B; financial products, stored-value top-ups, digital licences or stand-alone services; or illegal transactions knowingly arranged by the claimant in breach of applicable law.

It does not cover a price drop, expected resale margin, speculative profit, ordinary wear, a disclosed and accepted fault, a change of mind without an applicable return promise, or damage caused solely after proper delivery by the Buyer's misuse or inadequate storage.

For Buyer-appointed transport or a freight forwarder, loss or damage occurring after the expressly agreed transfer of transit risk is outside the programme unless additional cover was agreed. This exclusion does not remove protection for a Supplier's pre-existing defect, wrong goods, inadequate packing or false documentation. Delivery to an authorised warehouse is not, by itself, proof that the goods inside conform.

Installation or commissioning services are outside the goods refund unless expressly included in the protected Order. Machinery or technical goods requiring commissioning must have an agreed acceptance protocol; a Supplier cannot conceal that requirement and later rely on it to reject a goods claim.

An exclusion does not remove a statutory right or another express contractual entitlement. Burbn remains responsible for its own wrongful acts. The exclusion list may be expanded only prospectively with the required notice, not against an accepted Order.

5. Maximum payment and refundable components

The programme pays the verified amount actually paid for the affected goods, including tax charged on those goods, plus the attributable original delivery or handling amount and authorised return cost allocated under the Returns Policy. It does not pay more than the eligible loss actually suffered, and prior recoveries are deducted.

A deposit claim covers the eligible deposit actually paid, not an unpaid balance or the expected value of the completed business venture. A mixed Order requires fair allocation of discounts and shared charges. A refund of one defective unit does not justify repricing unrelated accepted units.

Direct government-duty payments, independent finance interest, bank conversion costs and other amounts not collected through the protected transaction follow the allocation and separate remedy rules in the Returns Policy. The programme does not automatically pay indirect business losses, while any independently available legal claim is preserved.

The ordinary Platform-service liability cap in the Marketplace Terms does not reduce a refund promised under this Policy. No separate undisclosed monetary ceiling may be imposed after purchase.

6. When to report

The claim periods are the single set in the Returns Policy: ordinary discoverable defects within seven calendar days of actual receipt or an agreed longer inspection period; hidden defects notified within seven days of discovery, where discovery occurs within the default 30-day period after actual receipt or a longer warranty or legal period; and non-delivery ordinarily within 30 days after the latest agreed delivery date. The seven-day hidden-defect notification period can finish after the default discovery period ends.

Visible damage should be reported preferably within 48 hours to preserve evidence. Missing that preferred period is not an automatic forfeiture. Safety, fraud and statutory claims remain subject to their separate rights and duties. A later physical delivery starts the quality-inspection clock on actual receipt, not on the earlier estimate.

A timely support email or report through an available channel preserves the reporting date if the usual form fails. Reasonable extensions apply where the policy permits them, including a substantiated outage or concealed defect.

7. Starting a claim and Supplier response

Submit the Order ID, relevant payment reference, delivery or promised date, affected quantity, issue, requested remedy and available evidence. Do not send complete card details or unnecessary identity documents.

Burbn will acknowledge the report and record the claim date. The Supplier should provide a substantive response within three Business Days. The Buyer may request Burbn's intervention if the response is absent or does not resolve the matter. Burbn may intervene immediately for serious safety risk, obvious fraud, confirmed loss or other urgent circumstances.

The Buyer does not need to start a second claim to correct an inaccurate category, such as reporting an empty package as non-delivery rather than shortage. The original timely report will be routed to the appropriate process.

8. Evidence and decision standard

Burbn will assess the accepted Order, communications, payment records, manufacturing or inspection evidence, photographs, samples, packing records, transport documents and statements from both parties. Evidence must be considered in context.

A scan showing the correct city is not conclusive proof of delivery to the contracted recipient. A delivery OTP is evidence of receipt, not necessarily conformity. A clean external package or absence of an unboxing video is not conclusive proof against a hidden-defect claim.

For a technical dispute, the parties may agree independent inspection. Define the question, method, representative sampling and cost allocation. Do not require a Buyer to obtain an irrelevant or impossible certificate merely to avoid deciding the claim.

Burbn will issue a reasoned assessment identifying eligibility, the facts relied on, the remedy and calculation. It may decide on available evidence if a party fails to respond after a reasonable opportunity. Internal assessment is not a judicial determination of all legal rights.

9. Return, replacement and agreed settlement

Where return is necessary, the responsible party must provide the safe, usable and funded instructions required by the Returns Policy. A Supplier's refusal of an authorised return or failure to book pickup must not defeat the claim.

The parties may agree a replacement, missing-unit supply, repair or partial refund instead of return. Record the amount or specification, responsible party and deadline. Closing a claim while merely promising a future remedy does not remove the right to reopen it if that remedy is not performed. A Buyer should not be required to mark the issue resolved before receiving the agreed outcome.

Where return is unsafe, unlawful or disproportionate, Burbn may approve a documented non-return remedy. A Buyer must not resell goods determined to be counterfeit or unsafe and must follow lawful disposal or preservation instructions.

10. Refund initiation and Supplier recovery

Once a qualifying refund is approved and any valid return condition is satisfied, initiate it within two Business Days. Provider credit ordinarily takes an estimated five to ten Business Days, subject to the actual method and mandatory timelines. Provide the refund reference and assistance with delayed credit.

Burbn must not delay the approved qualifying refund because the Supplier has no available payout, disputes the recovery, becomes insolvent or closes its account. Recovery is made through the Supplier Agreement, lawful reserves or other appropriate means.

If a Supplier's appeal later succeeds, Burbn will correct the Supplier-side recovery. It will not demand repayment from an innocent Buyer merely because of that changed assessment. A duplicate payment, demonstrable processing error or fraudulent claim may be corrected through a lawful, explained process.

11. Partial, late and replacement delivery

A partial delivery does not settle the undelivered remainder. Identify which goods were accepted, which are disputed and which are still due. Refunds and settlements should be allocated accordingly.

Late delivery is assessed against the agreed commitment and any exercised cancellation right. If a Buyer has validly cancelled and been refunded, it should not knowingly keep a subsequently delivered shipment without informing Burbn. Agree collection at the responsible party's expense or a separately accepted purchase; do not debit a new price without authority.

A replacement has its own delivery record and may be checked for conformity. An original claim is not conclusively resolved if the replacement is also defective or materially different.

12. Appeals and external remedies

Either sale party may request internal review within 30 calendar days after the decision. Identify the error, overlooked fact or new evidence. Where reasonably practicable, a person not responsible for the original determination will review it and provide reasons.

Using or declining this programme does not waive court, payment-provider, consumer, MSME or other statutory remedies that apply. Do not assume a Supplier-side dispute must be arbitrated under Burbn's separate agreement with a user; the sale parties' own valid agreement controls.

13. Parallel recovery and claim abuse

Tell Burbn if the same loss is subject to a chargeback, insurer payment, Supplier refund or another recovery. Parallel lawful remedies may be coordinated; there must be no double recovery. Time reasonably spent in a provider dispute will not be counted against the administrative claim period when the claim resumes.

Knowingly fabricated documents, substituted returned goods, collusion, deliberate damage or concealment of a completed refund may lead to rejection, proportionate recovery and account action. A mistaken claim, a refusal to accept an inadequate settlement or a high number of supported claims is not alone fraud.

Action must be supported by reasons and remain reviewable where law permits. Account closure does not erase a genuine pending claim. Formal complaints follow the Grievance Policy; ordinary assistance is available at support@scrolling.in.