Rakoon Purchase Protection
Every order is protected, automatically.
Instead of holding your payment in escrow, Rakoon puts a real person behind every order: an agent who verifies it at pickup and carries it to your door. That's what backs your protection.
Last updated August 2026
What's covered
Four guarantees on every order.
Tracked from pickup to doorstep
Every order moves through a single accountable agent, not a chain of couriers. If something goes wrong, we know exactly where.
Full refund if it's our fault
Item damaged, defective, or not what was listed? You're covered in full, including the service fee, no restocking charge.
No hidden costs
The service fee shown at checkout is the only fee you pay for delivery. Nothing added on arrival.
A fair, documented review
Every claim is checked against the photo or video you submit and the agent's handoff record, not just one side of the story.
Why this works
Trust doesn’t sit in an account balance. It moves with the product.
Because a Rakoon agent physically checks and carries every order, there's always a clear record of what happened between listing and delivery, which is what makes your protection real, not just a policy on a page.
Seller
Agent
Buyer
Prepares the item. Our agent checks it against the listing before it leaves.
Carries the order in person, so it's never out of accountable hands.
Receives it from the same agent, and has 3 days to flag anything wrong.
If something goes wrong
How a claim gets resolved.
Report the issue within 3 days of delivery, with a photo or short video.
Our team reviews it against the listing and the agent's handoff record.
If approved, an agent collects the item at no cost to you.
Your refund, including the service fee where applicable, is issued to your original payment method.
For the full process and timelines, see our Return & Refund Policy.
What's not covered
Where protection has limits.
- Change-of-mind returns outside the standard return window
- Items marked final sale at checkout
- Damage caused after delivery, once the item is in your possession
- Food, groceries, and other perishable items
FAQ
Common questions.
No. It's built into every order automatically, it's part of the standard service fee, not an add-on you opt into.
Most marketplaces protect you by holding your payment in escrow until you confirm receipt. Rakoon protects you differently: an agent physically verifies and carries every order, so there's a real, trackable handoff behind every claim, not just a payment on hold.
If an item doesn't match its listing at collection, the agent won't accept it, and the order is flagged before it ever reaches you.
Yes. Pre-order and sourced items are covered by the same 3-day damaged or defective protection once they're delivered.
Need to report an issue?
Have your order number and a photo or video ready, we'll take it from there.