Shop confidently with Tamara's Buyer Protection

What’s covered?

Order not delivered?

Didn’t receive your order? We’ll help track it down or issue a refund if needed.

Product not as described?

Received something defective or different from what you expected? We’ll work to make it right.

Refund/cancellation problems?

If your refund or cancellation request hasn't been processed by the store, we’ll step in to help.

Who’s eligible?

To qualify for Tamara’s Buyer Protection, your order must meet the following criteria:

Buyer Protection is available exclusively for Tamara's Pay in Full option and to active Tamara Smart members at the time of purchase.
Eligible orders must be placed within the last 120 days.
Buyer Protection applies only to online and delivery orders; in-store purchases are not covered.
For Tamara Smart members, all orders placed online or for delivery are covered.
Custom-made items are covered only if they have not been delivered.
Your Tamara account must not be flagged for potential fraudulent activity or abuse.
All required communications with the store (such as receipts and emails) must be provided.

What’s not covered?

Certain types of purchases are not eligible for Buyer Protection, including:

Payments for services like travel, events, or insurance.
Digital products, including subscriptions or NFTs.
Items like gift cards or digital wallet top-ups.

How to get help with your order

Step 1

Start with the Store

First, contact the store directly—they can often resolve the issue quickly.

Step 2

Raise a claim with Tamara

If the issue isn’t resolved, submit a claim through your order detail page on the Tamara app.

Step 3

Upload documents

Share receipts, photos, and store communication. The more info you provide, the faster we can help!

Step 4

Get your resolution

We’ll review your information and reach out to the store to determine eligibility for the Buyer Protection Program.

Now that you’ve submitted everything, we’ll take it from here and keep you updated while we resolve your claim. We aim to handle all cases within 21 days. T&Cs apply.

How to get help with your order

Step 1

Start with the Store

First, contact the store directly—they can often resolve the issue quickly.

Step 2

Raise a claim with Tamara

If the issue isn’t resolved, submit a claim through your order detail page on the Tamara app.

Step 3

Upload documents

Share receipts, photos, and store communication. The more info you provide, the faster we can help!

Step 4

Get your resolution

We’ll review your information and reach out to the store to determine eligibility for the Buyer Protection Program.

Now that you’ve submitted everything, we’ll take it from here and keep you updated while we resolve your claim. We aim to handle all cases within 21 days. T&Cs apply.

Common questions you might have

When will I receive my refund?

If your order is eligible for a refund, it will be processed as soon as the store updates your order status on your Tamara account.

If the refund amount is less than your remaining payments:

Your payment plan will be adjusted, and you can view the updated schedule in the Tamara app.

If the refund amount is more than your remaining payments:

Any outstanding payments will be canceled, and the remaining balance will be refunded to your Tamara Wallet.

Could my claim be rejected?

When you submit a claim, we carefully review all the provided information and escalate it to the store for resolution.

In some cases, the store may decide that the claim cannot be accepted.

However, if your order qualifies for Buyer Protection, Tamara will carry out its own investigation. If necessary, we’ll issue a refund to ensure you're taken care of.