Buyer protection
Version 2026-10-02. In force from 2026-10-02.
In short
- Every Market purchase paid through Market has Soundium protection. It costs 5% of the item price (incl. VAT) and the buyer pays it.
- We hold the money until you confirm you got the item. If the item didn't arrive or isn't as described, tell us — we hold the money until it's sorted out.
- You can report a problem until the money is paid to the seller and for 48 hours after that.
- If the seller allowed change-of-mind returns in the listing (7 or 14 days), you can return the item even when it matches the description — you pay the return shipping and get the item price back (section 8).
- Protection doesn't apply if you paid or made a deal outside Market.
1. What is covered
If you paid for a purchase through Market and reported the problem in time, Soundium can refund you (in full or in part) when:
- the item didn't arrive;
- the item isn't as described (condition, what's included, whether it works);
- the item arrived damaged;
- the wrong item arrived.
How much you get back depends on the decision:
- Full refund: you get back everything you paid — the item price, shipping and the protection fee.
- Partial refund: you get back part of the item price (the buyer can ask for no more than the item price; if the seller shipped themselves, Soundium may also refund their shipping). The protection fee and DPD shipping paid through Market are not refunded.
2. Fee
5% of the item price (shipping not included), incl. VAT. The buyer pays the fee; the seller gets the full agreed price. The fee is shown before you pay and on the receipt.
3. Time limits
| What | When |
|---|---|
| Seller ships or hands over | Within 5 days of payment |
| Unshipped order is cancelled | Once 6 days have passed since payment, no money is taken; in the last 6 hours it can no longer be shipped |
| If Soundium is checking the payment | The seller ships within 5 days of Soundium's decision, but no later than 5 days 18 hours after payment; while the check is open, the order is not cancelled automatically; if it can no longer be shipped in time, the order is cancelled and you get the money back |
| You confirm receipt or report a problem | Before the automatic payout: 48 hours after an in-person handover, 5 days after shipping to Lithuania, Latvia or Estonia, 7 days after shipping to another country |
| Reminder to you | 24 hours before the automatic payout |
| Last chance to report a problem | 48 hours after the payout to the seller (if there has been no resolved dispute on the order yet) |
4. How to report
- On the order page, tap “There’s a problem”.
- Pick a reason and write what's wrong.
- Add evidence: at least 1 photo (except for “not received”). Up to 10 files: photos up to 10 MB each, one video up to 50 MB and 60 seconds.
- Choose what you're asking for: a full refund, a partial refund, or to return the item and get your money back.
What happens next — Disputes and returns.
5. What is not covered
- Purchases paid for or agreed outside Market (cash, bank transfer, other apps).
- Changing your mind when the item matches the description, unless the seller allowed change-of-mind returns in the listing (section 8). Sellers are private individuals, so the legal right to return within 14 days without a reason doesn't apply.
- Problems reported after the time limits (section 3).
- Faults or damage that appeared while the buyer was using the item.
6. How refunds are made
- While the item hasn't been shipped, the reservation on your card is simply released.
- Once the money has been taken, we refund it to the same card right after the decision. Your bank shows the money within 5–10 business days.
- You'll get a credit note by email for the refunded amount.
7. Protection is not insurance
Soundium protection is our service, provided by UAB SNDM under these rules. It is not insurance and it doesn't limit your rights under the law.
8. Returns for a change of mind
The seller picks in the listing: change-of-mind returns within 7 days, within 14 days, or no returns. It is shown in the listing, and an order keeps the terms it was bought on. If returns aren't allowed, you can only report a problem when the item isn't as described (section 1).
- When you can ask. Within 7 or 14 days of receipt (when you tap “Got it, all good” or the order is completed automatically), while the money hasn't been paid to the seller and there is no other dispute or Soundium decision on the order. One request per order.
- Send it within 7 days. After “I want to return it”, send or hand the item back within 7 days of the request. If you don't send it within 7 days, the request ends and the money is paid to the seller. Until you send it, you can cancel the request.
- You pay the return shipping. You can send it yourself and enter the tracking number or, when offered, take our DPD label.
- Our DPD label is offered when the order was shipped with our DPD label from Lithuania to Lithuania, the parcel is S or M, the seller set a locker for returns and the label costs less than the item. Price: S — €3.99, M — €6.99; it is taken from your refund. The parcel goes to the seller's locker. A label you took but didn't send is cancelled, and nothing is charged.
- What you get back. Once the seller confirms they got the item, we refund the item price, minus the DPD label price if you used it. The protection fee and the original shipping are not refunded.
- If the seller doesn't confirm within 5 days of sending (48 hours when the item was handed back in person), Soundium decides.
- An item that isn't as described, is damaged or is the wrong item is not a change-of-mind return: report a problem (section 4), and the dispute rules apply.