Legal · The Mum Hub

Buyer Protection Policy

How we protect Buyers when something goes wrong with an order.

Last updated: 3 June 2026

What's covered

Item not received within the seller's stated dispatch and delivery window plus 7 working days; item received that is significantly not as described, faulty, counterfeit, unsafe, or missing parts; unauthorised payments. For local collections, cover only applies where the in-app 6-digit handover code system was used to confirm the exchange.

Handover code is mandatory for local collections

Every local-collection order issues a unique 6-digit handover code to the Buyer at checkout. The Buyer must only read this code to the Seller AFTER inspecting the item in person and accepting it. The Seller must enter the code in the app to release payment. If the code is not used — for example the Buyer reads it out before receiving the item, the parties pay cash, the item changes hands off-platform, or the Seller refuses to use the code — Buyer Protection, refunds, dispute mediation and escrow release no longer apply, and The Mum Hub cannot recover funds on your behalf.

What's not covered

Buyer's remorse outside the statutory 14-day cancellation window for sealed hygiene items, personalised goods, perishables and digital downloads opened by the Buyer; damage caused after delivery; off-platform transactions; cash handovers; any local collection where the in-app handover code was not used to confirm the exchange; and collection-in-person handovers where the Buyer has voluntarily confirmed receipt with the handover code.

How to claim

Open a dispute from the order page within 30 days of the expected delivery date. Provide photos, packaging and any tracking detail. We will give the Seller 5 working days to respond, then make a decision. Eligible refunds are paid back to the original payment method within 10 working days.

Escrow