Disputes

You can open a dispute during the warranty window — starting from when you receive the item (enter the code) until the warranty period expires. Warranty length varies by category. After the warranty expires, deals are final.

Go to the deal in your Deals tab. Tap 'Open Dispute'. Select the reason (not as described, damaged, wrong item, etc.), write a clear description, and attach evidence photos. Submit — our Trust & Safety team reviews within 24 hours.

Photos of the item received vs. the listing photos. Close-up photos of any damage or discrepancies. Any chat messages that are relevant. The more clear evidence you provide, the faster we can resolve your case.

Our Trust & Safety team reviews all evidence from both parties. We may contact you for additional information. Resolution options: full refund to buyer, partial refund, or payment released to seller. We aim to resolve all disputes within 48 hours.

Contact our support team via the Contact page with your deal ID and the reason you're contesting the decision. Escalated cases are reviewed by a senior team member. Final decisions are at Bilu Store's discretion per our Escrow Policy.