Buyer Protection
Last updated: February 2026
Every purchase on Ocean Hotspot is protected. Here is how.
Your Money Is Protected
Payments are processed securely via Stripe. We are building an enhanced buyer protection system with payment holding and verified delivery confirmation, launching soon.
Our goal is to ensure that if something goes wrong with your order, your money is protected.
Every Vendor Is Verified
Before a vendor can list a single product on Ocean Hotspot, they must complete identity verification, including a real payment method linked to a named individual or business, email and phone verification, and acceptance of our marketplace terms and buyer protection commitments.
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