Every transaction on Denue through a PayPal account is covered by PayPal Purchase and Seller Protection.
Transactions made through your credit or debit card are covered by your card's purchase protection.
Buyer Protection
If you have an issue with your order, we first recommend working through the issue with your seller. If you are unable to reach a conclusion that way, you can escalate the matter.
If you paid using your PayPal account, please open a claim in accordance with their buyer protection. If you paid using a credit or debit card, please contact your card provider and file a claim through their protection offering.
If you are unable to resolve the issue via PayPal or your card provider, please escalate to our team at info@denue.ca.
Denue will review the situation and may issue a refund on your order in the following instances:
- Your item does not arrive
- The item you receive is significantly not as described
Please note that this will only apply when you pay for your item on Denue. We cannot protect your purchase if it is made online outside of the Denue platform or in person.
Seller Protection
If you have an issue with a sale, we first recommend working through the issue with your buyer. If you cannot reach a resolution that way, please open a claim with PayPal in accordance with their Seller Protection.
If you are unable to resolve the issue via PayPal, please escalate to our team at info@denue.ca.
Denue will review the situation and may issue a refund on your sale in the following instances:
- The buyer reports not receiving the item you shipped and you are able to provide proof of shipment (carrier information and tracking number, photos)
- The buyer reports receiving an item that is different from what you described and you are able to provide proof that it was what was described
