Buyer Protection
Last updated: February 2026
How we handle payments and disputes on Ocean Hotspot today.
Payments
Checkout is processed securely via Stripe. Payment holding until you accept delivery is planned; card payments capture at checkout today.
Our goal is to ensure that if something goes wrong with your order, your money is protected.
Seller checks
Sellers complete onboarding and KYC before listing. Verification depth varies by seller; check the showroom and listing for what applies to that supplier.
For vendors listing higher-value products, we require additional checks including business registration validation, government ID verification, and for the highest-value listings, trade references and financial health checks.
You can see a vendor's verification level on their showroom and on every listing. A single tick means verified identity and payment. A double tick means enhanced business verification. A star means full due diligence, including trade references and financial checks.
What Happens If Something Goes Wrong
Product did not arrive
Contact the vendor through the Platform. If the vendor cannot resolve it, raise a dispute. If the product cannot be located or redelivered, you receive a full refund.
Product is not as described
If the product is materially different from the listing, you can return it at the vendor's expense for a full refund. If the vendor disagrees, raise a dispute and we will review the evidence.
Product arrived damaged
Photograph the damage and packaging, contact the vendor, and arrange a return. If you cannot agree, raise a dispute.
You changed your mind
You have 14 days from delivery to return the product for any reason, provided it is unused and in original condition. You pay return shipping.
Disputes
If you and the vendor cannot agree, we step in. You raise a dispute through the Platform, we review the evidence from both sides, and we make a decision. We aim to resolve disputes within 5 working days.
Our decision is made in good faith based on the evidence available. This does not affect your legal rights under UK consumer protection law.
Payment Security
All payments are processed by Stripe, which handles your card details to the same security standards used by banks (PCI DSS Level 1). We never see or store your full card number. The Platform is protected by SSL encryption, secure infrastructure, and ongoing security monitoring.
Orders Over £100
For orders above £100, we may contact you briefly to verify the order before it is processed. This is a fraud prevention measure that protects you and the vendor. If we cannot verify the order, it is cancelled and you receive a full refund.
What Buyer Protection Does Not Cover
Buyer protection applies to purchases made through the Ocean Hotspot checkout. It does not cover transactions completed outside the Platform, products where you have confirmed acceptance and the 14-day period has passed without a dispute, or normal wear and use after acceptance.
Contact
If you need help: oceanhotspotservices@gmail.com