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House Of Deen Money Safety Guarantee

To ensure all of our members have a great experience on House Of Deen, most purchases are covered under the Money Safety Guarantee.

About HOD Money Safety Guarantee

Most sales at House Of Deen go smoothly, but if there's a problem with a purchase, the HOD Money Safety Guarantee ensures that buyers receive the item they ordered, or get their money back.

Buyers can use the House Of Deen Money Safety Guarantee process when:

  • An item isn't received

  • An item received doesn't match the listing

Most sellers work with buyers to quickly resolve issues, but if a solution isn't reached, we can help. We work with sellers to ensure that buyers either get the item they paid for or get their money back.


Purchases are covered by the House Of Deen Money Safety Guarantee when all of the following are true:

  • An item isn't received or it isn't as described in the listing

  • A buyer reports that they didn't receive an item or requests a return within the House Of Deen Money Safety Guarantee timelines

  • The purchases were made on via checkout or an House Of Deen invoice and paid with one of the following payment methods within the checkout process on House Of Deen:

    • PayPal or PayPal Credit

    • Credit card or debit card

    • Google Pay

    • Apple Pay

  • The items were paid for in a single payment, including payments with PayPal Credit

  • Items collected in person are covered, provided all of the above conditions are met

Not covered

  • Buyer's remorse or any reason other than not receiving an item or receiving an item that isn't as described in the listing (see the seller's return policy for returns options). Please note - if the seller promises returns or refunds in the listing description but fails to deliver this promise, the listing as a whole will be treated as being "Not as Described" and treated in accordance with the House Of Deen Money Back Guarantee for this purpose

  • Transactions paid with any offline payment methods (examples: cash, money/postal orders, bank transfers, escrow services)

  • Duplicate claims through other resolution methods

  • Items sent to another address after original delivery, or when a buyer uses a freight forwarder. Exceptions include House of Deen shipping programmes such as the Global Shipping Programme and House Of Deen international standard delivery

  • Vehicles, Real Estate, Business & Websites for Sale, Digital Content, Intangible Goods, Classified Ads, Services, and some Business Equipment categories

  • Items damaged during collection

  • Collection items damaged during shipment when shipment arranged by the buyer

  • Items collected by a third party on behalf of the buyer

  • Items not collected by the buyer

Refunds to buyers

We refund buyers to their original payment method. If the payment was not processed by House Of Deen and we are unable to refund to the original payment method we will refund to the buyer's PayPal account. If the buyer doesn't have a PayPal account, we ask that they create one using their House Of Deen registered email address to claim their refund. In the unlikely event we're unable to send refunds to the buyer's original payment method or PayPal account, we may provide refunds by coupon or vouchers redeemable for future purchases on House Of Deen.

Seller funds, reimbursements, and fees

Seller funds

After a buyer reports that they didn't receive an item or requests a return, or asks House Of Deen to step in and help, a seller's funds may be held by House Of Deen as outlined in the House Of Deen Payments Terms of Use, or held by PayPal as outlined in the PayPal User Agreement.


If we are asked to step in and help and we determine that the buyer is owed a refund, the seller authorises House Of Deen to reverse the funds to reimburse the buyer, and if such funds are unavailable or insufficient, the seller agrees to reimburse House Of Deen for any amount House Of Deen refunds to the buyer, as outlined in our User Agreement.

Where House Of Deen managed the payment the seller agrees to reimbursement methods outlined in the Payments Terms of Use.

Where House Of Deen doesn't manage the payment, the seller agrees to authorise House Of Deen to collect reimbursement from their PayPal account. The seller can opt-out of PayPal reimbursement by contacting PayPal.

If reimbursement is unsuccessful, the seller agrees to allow House Of Deen to charge their reimbursement or automatic payment method, or any other payment instrument on file for amounts refunded to the buyer. House Of Deen may place the amount refunded to the buyer on their invoice subject to their automatic payment method. The seller will remain obligated to pay House Of Deen for all unpaid amounts and House Of Deen reserves the right to seek reimbursement through other means.

You can also find further details about reimbursements in our User Agreement.

Seller fees

If a seller issues a buyer a full refund before we're asked to step in and help, we credit the seller's final value fee. Insertion fees and other House Of Deen fees aren't refunded. Learn more about invoice fee credits.

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