Buyer Policy

Khloro is a place where you can purchase sustainable foods and alternative goods directly from sellers worldwide. Whether you are looking for Neonates (Day old larvae) or Cricket powder, or machinery, we want you to have a positive experience shopping on Khloro. Please read on to learn more about your rights and what is expected of you as a buyer.

This policy is a part of our Terms of Use. By shopping on Khloro, you agree to this policy and our Terms of Use.

1. Understanding Khloro’s Limitations as a Venue
2. Communicating with Other Khloro Members
3. Purchasing an Item on Khloro
4. Leaving a Review of an Item
5. Creating and Uploading Content
6. Reporting a Problem with an Order or Returning an Item

1. Understanding Khloro’s Limitations as a marketplace

Khloro provides a venue for buyers to discover and purchase from sellers worldwide. It is important to note that Khloro is not a part of that transaction. By shopping on Khloro, you understand that:

  • You are not buying directly from Khloro, but from one of the many sellers on Khloro;
  • Khloro does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Khloro or any content posted by sellers (such as photographs or language used in listings or shop policies);
  • Each seller on Khloro has their own processing times, delivery methods, and shop policies; and
    You assume responsibility if you order a custom order.
  • As a community member, you have the opportunity to flag an item or a shop that violates any of Khloro’s policies. Flagging is confidential

2. Communicating with Other Khloro Members

Messages

You can use Khloro’s Messages (“Messages”) tool to communicate directly with sellers or other Khloro members. Messages are a great way to ask sellers questions about an item or an order. Messages may not be used for the following activities:

  • Sending unsolicited advertising or promotions, requests for donations or spam;
  • Harassing or abusing another member or otherwise violating our Anti-Discrimination Policy;
  • Contacting someone after they have explicitly asked you not to; 
  • Interfering with a transaction or the business of another member; or
  • Exchanging personal contact, financial or other information to evade the checkout process on Khloro, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc.

Interference

Interference occurs when a member intentionally interferes with another member’s shop to drive away their business. Interference is strictly prohibited on Khloro. Examples of interference include:

  • Contacting another member via Khloro Messages to warn them away from a particular member, shop, or item;
  • Posting in public areas to demonstrate or discuss a dispute with another member;
  • Purchasing from a seller for the sole purpose of leaving a negative review;
  • Maliciously clicking on a competitor’s Promoted Listings ads to drain that member’s advertising budget, also known as ‘click fraud’.

Harassment

Any use of Khloro Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred or otherwise violate our Anti-Discrimination Policy. If you receive a message that violates this policy, please let us know.

3. Purchasing an Item on Khloro

When you buy from a shop on Khloro, you’re directly supporting an independent business, each with its unique listings, policies, processing times and payment systems. By making a purchase from a seller on Khloro, you agree that you have:

  • Read the item description and shop policies before making a purchase;
  • Submitted appropriate payment for item(s) purchased; and
  • Provided accurate delivery information to the seller.

You also agree to comply with our Khloro Payments Policy when you use Khloro Payments and our Khloro Gift Card, Credits & Coupons policy when you purchase or redeem Khloro Gift Cards, Khloro Credits or Khloro Coupons.

For the safety of our community and to avoid scams and fraud, all transactions must take place through the Khloro checkout system, and only transactions that take place through the Khloro checkout system are eligible for our case system (except for orders made via Standalone PayPal).

It is prohibited to share contact information to evade the checkout system on Khloro. If you need to discuss your order details with your seller, please keep your communication on the Khloro platform (via Messages).

4. Leaving a Review of an Item

Reviews are a great way to learn about a seller’s items, help good sellers build a strong reputation, or help warn other buyers about a poor experience.

You can leave a review, including a one to five-star rating and a photograph of your purchase after your item’s estimated delivery date. If an estimated delivery date is unavailable, the review window opens after the order’s processing time and delivery time elapsed. Your review profile information will be publicly displayed on the seller’s listing and review pages.

By leaving a review or photograph, you acknowledge that your Content may not:

  • Contain private information;
  • Contain graphic, mature, or obscene language or imagery, or any content that is subject to our mature content policy;
  • Contain hateful or derogatory language or imagery, or any content that is subject to our Anti-Discrimination and Hate Speech Policy;
  • Contain prohibited medical drug claims;
  • Contain advertising or spam;
  • Be about things outside the seller’s control, such as a delivery company, Khloro, or a third party;
  • Contain threats, harassment, or extortion;
  • Include shilling or otherwise falsely inflate a shop’s review score; 
  • Undermine the integrity of the Reviews system.

By uploading a photograph to one of Khloro’s websites or Khloro’s mobile app, you warrant that:

  • You own the picture, or you have the rights or permission to use the image; and
  • As stated in Khloro’s Terms of Use, you understand that Khloro has a license to use any content you provide to Khloro.

Sellers may respond to reviews of three or fewer stars. Sellers’ responses to reviews must also comply with this policy. Sellers may hide photographs that they do not feel accurately represent their brand, or they may report reviews that violate our Terms of Use.

We reserve the right to remove reviews or pictures that violate our policies or Terms of Use.

5. Creating and Uploading Content

As a member of Khloro, you have the opportunity to create and upload a variety of Content, like Messages, text, photos, and videos. To keep our community safe and respectful, you agree that you will not upload Content that is:

  • Abusive, threatening, defamatory, harassing, or otherwise in violation of our Anti-Discrimination and Hate Speech Policy;
  • Graphic, obscene, or vulgar;
  • In violation of someone else’s privacy or intellectual property rights; 
  • False, deceptive, or misleading.

6. Reporting a Problem with an Order or Returning an Item

Khloro’s Case System

Although Khloro is not directly involved in a transaction between a buyer and a seller, we provide a ticket system in the unlikely event that your order does not go as expected. By using Khloro’s ticket system, you understand that Khloro may use your personal information to resolve disputes with other members. You can use Khloro’s ticket system to come to a resolution with the seller in the event of a non-delivery or if an item you receive is not as described in the listing. If you choose a refund as your preferred resolution, keep in mind that Khloro only allows on-platform refunds for 60 days post-transaction. After this 60-day window has elapsed, Khloro can’t support on-platform refunds for your order. However, you may still communicate directly with the seller to come to an off-platform resolution. Refunds issued by Khloro will be in your original form of payment, and if such payment is not available, a Khloro credit will be issued.

Non-Delivery

A non-delivery occurs when a buyer places an order but does not receive the item. The following are examples of non-delivery cases:

  • There is no proof that the item was dispatched to the buyer.
  • An item was not sent to the address provided on Khloro.

Not as Described

An item is not as described if the buyer can demonstrate significantly different from the seller’s listing description or photos. Here are a few examples of not as described cases:

  • The item received is a different colour, version, or size.
  • The seller failed to disclose that an item is damaged or is missing parts.
  • The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
  • The item was advertised as authentic but is not accurate.
  • The item’s condition is misrepresented.

Not as described cases can also be filed for late delivery. To qualify as late delivery, the buyer must provide proof that all of these conditions have been met:

  • The item(s) were ordered for a specific date or event.
  • The item(s) are rendered useless after that date.
  • The seller did not dispatch the item(s) according to their processing time or the date agreed upon in Messages.

If Khloro determines that an item is not as described, the seller will be required to refund the order, including the original postage and return postage. In the event that Khloro needs to refund the return postage cost on behalf of the seller, that refund may come in the form of a Khloro Credit. 

Ineligible Transactions

Some disputes don’t qualify for Khloro’s case system. These include:

  • Items that the delivery company damages (if packaged adequately by the seller).
  • Items have been altered, used, worn, washed, or discarded after receipt.
  • Items that are received after the agreed-upon delivery date due to delivery delays.
  • Items that are returned without a return agreement.
  • Items that are accurately described but don’t meet a buyer’s expectations.
  • Cost of postage disputes.
  • Items that are purchased in person.
  • Items prohibited from sale on Khloro, including services and intangible goods.
  • Transactions where payment is not made via Khloro’s checkout system.

Requesting a Cancellation

Only sellers may cancel transactions. Buyers may request that a seller cancel an order via Khloro Messages. Note that all cancellations must comply with our Anti-Discrimination Policy.

Returning an Item

Not all sellers accept returns. Each seller has their return policies, which should be outlined in their Shop Policies. If you reside in the European Union, you may be entitled to a 14-day “cooling off period” or a “right of withdrawal”, during which you may return an item for any reason.