The A-to-z Guarantee protects you when a purchase from a seller on Khalifrex doesn't go as it should, and the seller hasn't resolved it. It's a step beyond a normal return — Khalifrex reviews the claim directly and can refund you even if the seller disagrees.
When to File a Claim
- Your item never arrived, well past its estimated delivery date.
- The item is defective, damaged, or significantly not as described.
- You received the wrong item.
- You requested a return or refund and the seller hasn't responded or has refused, without good reason.
A claim isn't the first step for an ordinary return — if you simply want to send an item back, use Return Items You Ordered first. File a claim when that process has broken down.
How to File
From a delivered order in Your Orders, select Problem with order, choose the reason that matches your situation, and describe what happened. You can attach photos as evidence.
What Happens Next
We give the seller up to 3 days to respond with their side of the story before we decide. If they don't respond in time, we review your claim using only your evidence. If your claim is granted, you're refunded and the outcome is recorded against the seller's account. If it's denied, we'll explain why.