How you are protected when you buy on DUZO: what the protection covers, how to report a problem, and how it relates to your rights under the law.
Buyer protection is included on every purchase paid through DUZO and costs 0 kr. The payment stays with our payment provider, not with the seller, until you have confirmed you received the item. If the seller booked the shipping through DUZO, the money is otherwise released automatically no earlier than 14 days after the carrier registered the delivery, unless you have reported anything — for purchases paid on or after 1 November 2026. If the item does not arrive, or does not match the listing, you do not confirm — you report the deal to us. We review the case, and if you are right you are refunded from the money still being held.
For comparison, equivalent protection at Tradera costs up to 499 kr per order (2 kr + 5 %, as of October 2026; source: tradera.com/support, 2026-10-20).
The protection applies when any of these has happened, and you paid through the platform:
Changing your mind is not a buyer-protection matter. Between private individuals there is no right of withdrawal; buy from a business seller and you have 14 days, exercised against the seller — see section 12 of the terms.
Wear the listing described is not covered. If it says "scratches on the back" and there are scratches on the back, the item is as promised.
And the important one: a payment made off the platform is not covered at all. Swish the seller directly and there is no transaction here to protect. That is the entire reason someone suggests it.
You pay. The money goes to our payment partner, not to the seller. The seller can see the purchase is paid and the money is there, but cannot touch it.
The seller sends the item and marks it as shipped, or makes it ready for pickup. If it ships, you get a tracking number to follow.
Once the item has arrived and you have looked at it, you confirm receipt, and the money is then released to the seller. Nobody else can confirm for you, and tracking saying "delivered" releases nothing on its own.
If the seller booked the shipping through DUZO and you do nothing at all — neither confirm nor report — the money is released automatically once 14 days have passed from the day the carrier registered the parcel as delivered, for purchases paid on or after 1 November 2026. If the fourteenth day is a Saturday, Sunday, Swedish public holiday, or Midsummer, Christmas or New Year's Eve, the next weekday is counted too. You get a reminder at least three days before. For pickups, for parcels whose shipping the seller did not book through DUZO, and for purchases paid before 1 November 2026, it is only released by your confirmation.
If you confirm by mistake, you can undo it within 15 minutes.
Do not confirm. Open the message thread for the purchase and report the deal. Write what is wrong and attach photos if you can.
We read the whole thread and the tracking, hear the seller, and make a decision. If you are right, you are refunded from the money that has not moved on — which is what makes it possible for there to be money to refund.
Ideally, report within 7 days of the item arriving, or of the day it should have arrived — that is when it is easiest to work out what happened. It is not a deadline: a later report is still accepted and reviewed.
As long as the money has not been paid out to the seller, you can be refunded straight from it. Once it has been paid out that is no longer possible, but we still help you with the case, and your rights against the seller remain — see below.
If the seller has not sent within a reasonable time and is not replying, you do not have to wait it out. Report the deal and we cancel it and refund you. The money has been sitting where it was the whole time — there is nothing to chase.
The protection works the same when you collect the item yourself. Confirm only once you have it in your hand and have had a chance to look at it — not in advance to save a click, and not because the seller asks you to while you are standing there. A seller who insists is a seller to report.
Buyer protection comes on top of the law, not instead of it. Asking you to report within 7 days if you can is about buyer protection here — it does not shorten the time you have against the seller.
If you buy from a business seller, the Swedish Consumer Sales Act (konsumentköplagen) applies. The seller is responsible for faults that existed when you received the item and that appear within three years. You must complain to the seller within a reasonable time after noticing the fault, and a complaint within two months is always in time.
If you buy from a private individual, the Sale of Goods Act (köplagen) applies. You must then complain within a reasonable time after you noticed, or should have noticed, the fault — and no later than two years after you received the item.
You make the complaint to the seller. Write it in the message thread for the purchase, so it is kept and we can see it if you also report the deal. If you and a business seller cannot agree, you can turn to the National Board for Consumer Disputes (ARN) — see section 17 of the terms.
