What Buyer Protection means
Buyer Protection is Volta’s process for eligible purchases made through supported Volta checkout. It is not insurance and it does not replace your statutory rights against a business seller.
For an eligible purchase, Stripe processes the item payment at checkout and Volta delays the separate transfer of seller proceeds until buyer and seller confirm collection. This is not insurance or legal escrow and does not replace statutory rights against a business seller.
Trust only an order that Volta displays after Stripe confirms payment. A checkout page, browser return, message or order summary alone does not prove payment. Checkout is unavailable when it says it is paused or the seller has not completed payout setup.
When a purchase is eligible
- The enabled Volta checkout expressly says Buyer Protection or Volta Cover applies.
- The entire item payment is made through that checkout and appears in your Volta order.
- You keep material conversations in Volta messages and follow the collection and confirmation steps.
- You report a material problem promptly, before confirming a satisfactory handover.
Cash, bank transfers, payment links and arrangements outside supported checkout are not eligible, even if the listing or first conversation was on Volta.
At collection
Meet safely, inspect the item against the listing and check important parts before accepting it. For children’s products, check sizing, recalls, wear and safety-critical parts and follow the manufacturer’s instructions. Do not rely on a generated description or badge as a safety inspection.
Only confirm collection after the item has been handed over and you are satisfied it materially matches the listing. If it does not, do not confirm; contact support while seller proceeds remain unreleased. The second party’s confirmation requests the seller transfer and cannot be treated as a reversible inspection step.
Problems we can review
We can review evidence that an eligible item was not handed over, is materially different from the listing, is counterfeit, or was listed without the seller’s right to sell it. Minor wear visible in the photos, a change of mind, suitability or fit issues that were accurately described, and damage after handover are generally not covered.
How a review works
Contact support@letsvolta.com with the order number, a clear description, photos and relevant Volta messages. We may ask both parties for evidence and block an unreleased seller transfer while reviewing it. Depending on the evidence, provider state and applicable law, the outcome may include completing the order, a full Stripe refund, transfer reversal, return arrangements, or no adjustment. Provider processing times and post-payout recovery can affect timing.
Do not dispose of, alter or repair a disputed item unless safety requires it or we agree. We aim to respond promptly, but complex safety, fraud or ownership questions may take longer.
Your legal rights
This policy does not limit rights that cannot lawfully be excluded. Purchases from a private seller and purchases from a business can carry different statutory rights. For independent guidance, visit Citizens Advice consumer guidance.