Protected Purchase

Protected Purchase

Last Modified: 1/17/2022

1- What is it

Protected Purchase is a program that provides coverage to all buyers who have not received a product purchased from Mercado Libre, have received a different, defective or incomplete product; or have regretted the purchase, as long as they satisfy the conditions established herein (“Protected Purchase”).

2- Requirements

To benefit from the Protected Purchase, the user must: 

i) Have purchased the product in Mercado Libre and paid through Mercado Pago. The product must not be prohibited by law and/or the Mercado Libre Terms and Conditions nor belong to the categories expressly excluded from Protected Purchase. The user can only return the product if it was received through Mercado Envios.
ii) Have their account active for the duration of the complaint or return.
iii) Initiate a complaint or request a return from the buyer's account within the timeframes applicable for each reason.

Timeframe Reason

    • If the product is different, defective or incomplete or if the buyer regretted it.
    • 30 calendar days from product delivery.
    • If the buyer did not receive the product.
    • 21 calendar days from (i) the date of purchase or (ii) the expiration of the stock availability period, for products without immediate stock.
    • If the buyer does not receive the product purchased internationally.
    • 60 calendar days from the date of the purchase. In the case of a complaint, if the users do not reach an agreement or the seller does not respond to the complaint, the buyer must request Mercado Libre's intervention to solve the problem.

iv) Not submit an unrecognized payment notice to the card issuer during, in the course of or following the resolution of the complaint.

3- Resolution and effects of the complaint

We will discuss the reason for the buyer's initiated complaint and compliance with the requirements listed in Section 2. In some cases, we may request additional information or receipts from the buyer or seller.


If the complaint was initiated because the product was not received and the case is resolved in favor of the buyer, then we will refund the buyer the amount paid for the product. For purchases made with Mercado Envios, we will also reimburse the shipping costs. Other expenses such as warranties and insurance will not be reimbursed.
If the complaint was initiated because of the receipt of a different, defective or incomplete product and the case is resolved in favor of the buyer, then we will reimburse the buyer for the amount paid for the product and shipping costs after crediting the return of the product to the seller. For this:


The buyer must return the product in the same condition as it was received and to the address indicated by the seller or by Mercado Libre.
The seller must accept the cancellation of the purchase and the return of the product. They will also be responsible for the cost of returning the product and, if applicable, the cost of the original shipment.

Once the buyer returns the product, we will conduct a quality inspection. If the result of the inspection concludes that the product does not comply with the requirements established in the return policies, one of the following actions might take place:

  • The product will be sent to the address where the buyer received it. This delivery will be done through a carrier system and will not be covered by the Protected Purchase program.
  • The product will be accepted and part of the amount the buyer paid will be discounted. As a result, the buyer will receive a partial refund.

On international purchases, when the buyer regrets a purchase or initiates a complaint for having received a different, defective or incomplete product, the buyer may agree to keep the product in the condition in which it was received and a partial refund of the amount of the product.

We will reimburse the buyer the amount paid for the product by crediting the Mercado Pago account that they used to pay for the product; or by canceling the payment made via a credit or debit card.

When the buyer has been covered by Protected Purchase, then we may destroy, dispose or donate the product at their expense and on their behalf. 

4- Money protection

To provide Protected Purchase coverage, both seller and buyer authorize Mercado Libre to resolve complaints and, in general, all issues arising from this program.
The seller expressly authorizes Mercado Libre to:

Act as a deputy for collection and validly receive the amount of the product.
refund to the buyer the amount paid if their complaint is accepted; or definitely give the seller the amount of the product if the buyer's complaint is not accepted.
The reimbursement of the amount will be made according to the timeframes and the conditions set forth in the Mercado Libre Terms and Conditions. During that timeframe, the seller authorizes Mercado Libre to use the money received, and to collect and receive for themselves all of the proceeds from said use.

5- Exclusions

Protected Purchase does not cover: 

    • Products damaged, repaired or modified by the buyer.
    • Products paid through Mercado Envios or cash deposits made through Mercado Pago.
    • Products paid by scanning QR Codes through Mercado Pago.
    • Products paid using Mercado Pago Point.
    • Cases in which the mail or carrier company loses the product, unless the shipment is made through using Mercado Envios.
      Any fraudulent transaction or transaction that infringes the Terms and Conditions. 

6- Sanctions

Mercado Libre may sanction with the suspension or removal of the account or even the exclusion from the Protected Purchase, those users who engage in fraudulent conducts or act in complicity with other users or third parties to obtain a benefit from Protected Purchase. 

 

 

 

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