This Buyer Protection Policy is incorporated into and forms part of Kettle’s Terms of Service. By purchasing an item on Kettle, you agree to the following buyer obligations, protections, and claims process.
When you purchase a watch on Kettle, you are committing to the transaction. All sales are final once a purchase is made, and the funds are held in escrow by Kettle. Your payment will be processed immediately through your selected payment method, and once the transaction is complete and the watch is authenticated, Kettle will release payment to the seller.
Kettle offers a feature allowing users to place permissionless bids on multiple watches. Buyers can fund their Kettle balance by depositing funds into their account. These funds can then be used to place bids on different watches across the marketplace. If one of your bids is accepted, you are immediately committed to that purchase, and the bid amount will be held in escrow. Once the watch is authenticated and Kettle approves the transaction, the funds will be released to the seller.
It is important to note that if a bid is accepted on one watch, any outstanding bids on other watches may be automatically canceled if your Kettle balance falls below the bid amount. Please ensure your Kettle balance covers your total active bids to avoid unintended cancellations.
Kettle is dedicated to offering a secure and trusted luxury marketplace, backed by our Buyer Protection Policy. This policy offers coverage in cases where a watch does not meet the standards outlined below.
Through Kettle’s rigorous inspection and authentication process, we guarantee that each watch is reviewed for authenticity and compliance with listing details. If any issues are found, Kettle takes appropriate measures to ensure a fair resolution.
In some cases, Kettle’s authentication process may identify discrepancies or issues with a purchased watch that require resolution. The following outlines the mediation process:
If the watch is found to have any after-market parts, it will not be eligible for sale on Kettle.
Seller Declines Repair: If the seller declines to replace the after-market part with a genuine component by paying the service fee, the buyer will be notified and offered two options:
Cancel the transaction and receive a full refund.
Agree to pay the service fee to replace the after-market part and proceed with the purchase.
If the watch is found to have non-functioning components or issues that prevent its proper operation, Kettle will contact the seller with the following options:
Pay the service fee to repair the watch and make it eligible for sale.
Decline the repair, in which case the buyer will be notified and offered the choice to:
Cancel the transaction and receive a full refund.
Pay the repair fee to have the watch fixed and proceed with the purchase.
If the watch’s condition is found to be significantly different from what was described in the listing (e.g., excessive wear, undisclosed damage), the seller will be required to cover the costs of restoring the watch to the described condition. If the seller declines:
The buyer may opt to cancel the transaction or pay the restoration fee to proceed with the purchase.
Kettle authenticators identify an issue and notify both the buyer and seller.
Detailed reports, including photos and descriptions of the issue, will be shared with both parties.
The seller will have 72 hours to respond with their decision to cover the cost of repair/replacement or decline.
If the seller declines, the buyer will be notified and provided the options outlined above.
Buyers will have 48 hours to respond with their choice.
If repairs or replacements are approved, Kettle will proceed with the necessary actions and notify the buyer of an updated timeline for delivery.
If the transaction is canceled, a refund will be processed, and the watch will be returned to the seller.
Kettle’s Buyer Protection Policy covers buyers in the following situations:
Escrowed item is inauthentic: If Kettle’s inspection determines the watch is not authentic, the transaction will be canceled, and a refund will be issued.
Escrowed item does not match the listing description or images: If a watch arrives with discrepancies that were not disclosed in the listing, buyers will be issued a full refund upon validation. Examples include visible signs of wear, non-functioning components, or undisclosed repairs.
Received item is incorrect: If you receive a watch that is different from the one you purchased, contact Kettle for support.
Missing a key feature: If the watch is missing an essential component that was promised in the listing (e.g., box and papers, extra links, warranty card, or service history), this may qualify for coverage.
Item never delivered: If the item fails to be delivered, Kettle will file a claim with the insured shipping provider to swiftly resolve the issue.
In the event that any of the above issues apply, please contact Kettle Support at support@kettle.shop within 2 days of receiving your watch. A Kettle support specialist will reach out within 2 business days to assist with your claim.
Once a claim is submitted, a Kettle support specialist will review your case and provide a response within 1-2 business days. If your claim is approved, Kettle will provide a prepaid shipping label to return the watch. The item must be shipped back to Kettle within 2 business days of receiving the shipping label, and Kettle must receive the item in the original condition for the claim to be eligible.
If a full refund is issued following the claims process and Kettle’s internal review, the purchase amount, including shipping costs, will be credited to your Kettle account and will be eligible for withdrawal back to your original payment method. Please note that all refunds will be finalized after the conclusion of Kettle’s claims review.
Kettle strives to create a safe and trusted marketplace by maintaining strict seller verification standards and enforcing a comprehensive digital review of each watch listing. Kettle assesses each item’s description and photos before the listing is published, ensuring that it meets Kettle’s quality and authenticity requirements. Items that do not meet these standards are not permitted to be listed.
Kettle also provides sellers with fully insured shipping labels, allowing us to track orders throughout the transaction process.
Kettle has strict policies in place to ensure sellers fulfill all orders once a buyer has committed to a purchase. In the rare event that a seller cannot fulfill an order, Kettle will work directly with the buyer to explore alternative solutions, including potential access to similar watches or a full refund. We are sure to penalize sellers in this case to limit instances such as these.
All Sales Final: Due to Kettle’s thorough inspection and authentication process, all sales are final. Our Buyer Protection Policy applies only in specific cases including but not limited to inauthenticity, incorrect item received, missing key features, or non-delivery.
For any questions or concerns regarding the Buyer Protection Policy, please contact Kettle Support at support@kettle.shop
This Buyer Protection Policy ensures Kettle’s commitment to maintaining a high-quality, transparent, and secure marketplace for luxury watches, with safeguards in place to protect our buyers. If you have additional questions or require further assistance, please reach out to us at support@kettle.shop