On smartport you don't just buy directly from us — vetted marketplace sellers also offer their products on our platform. You can identify the seller on the product page and in your order confirmation via the "Sold by …" note.
Who is your contract partner?
In a marketplace purchase, the sales contract is directly between you and the seller. That means:
- The statutory warranty (24 months) is legally a claim against the seller, not against smartport.
- The invoice comes from the seller — they are also your contact for tax questions.
- smartport provides the platform, the payment processing — and the buyer protection that backs you up.
smartport Buyer Protection — our platform promise
We vet every seller before activation (identity, business registration, tax data) and contractually commit them to our service standards. So you don't have to worry about "will the seller even reply?", the smartport Buyer Protection applies to every marketplace order in addition:
- Single point of contact: You don't need to chase the seller yourself. Open the order in your account → "Get help" and describe the problem. We forward the case to the seller and keep an eye on it.
- Response deadline: If the seller doesn't respond within 5 business days or rejects a justified claim, smartport takes over.
- Money-back guarantee: If the goods don't arrive, materially differ from the description, or the warranty isn't honoured, we refund the purchase price — even if the seller doesn't pay.
What happens concretely if something goes wrong?
- You report the case in your account → order → "Get help". Briefly describe the problem, attach photos or a short video for defects.
- We notify the seller and give them time to respond (usually 48 hours for a first reply, up to 5 business days for a resolution).
- We keep the case on our radar. You don't have to chase repeatedly — we do.
- If the seller doesn't respond or doesn't help enough, smartport steps in: refund, replacement or repair via our own channels.
What's covered?
- Didn't arrive: Your order doesn't reach you within the stated delivery time (plus a reasonable buffer).
- Wrong delivery: You receive a different product, configuration or less than ordered.
- Defective / faulty: The device is damaged or doesn't work as promised — within the 24-month warranty period.
- Description mismatch: Condition, contents or specifications don't match the product page.
What's not covered?
- Self-inflicted damage after receipt (e.g. drops, water damage, improper third-party repairs).
- Normal wear on used or reduced-grade devices within the usual range.
- Purchases outside of smartport — if you contact a seller via other channels and pay outside our platform, the buyer protection doesn't apply.
- Buyer's remorse (change of mind without a defect) — for that there's the separate statutory right of withdrawal of 14 days.
Manufacturer guarantee remains additional
Regardless of who the seller is, you can also contact the manufacturer directly if they offer their own guarantee (e.g. Apple, Samsung). These rights exist in parallel — they don't replace either the statutory warranty or our buyer protection.
> Related: smartport seller guarantee (for products sold directly by smartport) · How does the statutory warranty work? · Manufacturer guarantee.