HENKO BUYER PROTECTION POLICY

Version 1.0

Last Updated: 14-06-2026

1. PURPOSE

The purpose of the Henko Buyer Protection Policy is to provide buyers with additional confidence when purchasing used photography, lighting, studio and related equipment through the Henko Marketplace.

Buyer Protection is designed to create a safe, transparent and professional marketplace environment for both buyers and sellers.

This policy forms part of the Henko Marketplace Terms & Conditions.

2. SCOPE OF PROTECTION

Buyer Protection applies to eligible purchases completed through the Henko Marketplace.

Buyer Protection may apply in situations where:

  • A product differs significantly from its listing description.

  • A product contains undisclosed defects.

  • A product arrives damaged due to inadequate packaging.

  • A product is incomplete.

  • A product is not delivered.

  • The wrong product is delivered.

  • Material information was omitted from the listing.

Henko reserves the right to determine whether Buyer Protection applies to a specific case.

3. SECURE PAYMENT PROCESS

Henko operates a controlled payment process.

Seller funds are not immediately released upon purchase.

The process is as follows:

  1. Buyer places an order.

  2. Payment is received by Henko.

  3. Seller ships the product.

  4. Buyer receives the product.

  5. Buyer inspection period begins.

  6. Funds are released after successful completion of the inspection period.

This process helps protect both buyers and sellers.

4. BUYER INSPECTION PERIOD

Upon delivery, buyers are granted a forty-eight (48) hour inspection period.

During this period buyers should:

  • Inspect the product.

  • Test functionality.

  • Verify accessories.

  • Verify condition.

  • Check for transport damage.

  • Confirm that the product matches the listing.

Any issues must be reported to Henko during this inspection period.

Failure to report issues within the inspection period may limit Buyer Protection eligibility.

5. RETURN WINDOW

Buyers may request a return within 48 hours after delivery.

Products must be returned:

  • Complete.

  • In substantially the same condition as received.

  • With all included accessories.

  • Using appropriate packaging.

Henko reserves the right to reject return requests where products have been altered, damaged or incompletely returned.

6. PRODUCTS NOT AS DESCRIBED

A product may be considered “Not As Described” when:

  • Condition differs materially from the listing.

  • Important accessories are missing.

  • Functionality differs from what was advertised.

  • Defects were not disclosed.

  • The delivered product differs from the ordered product.

Where such discrepancies are confirmed, Henko may:

  • Approve a return.

  • Require a partial refund.

  • Require a full refund.

  • Cancel the transaction.

7. HIDDEN DEFECTS

Buyer Protection may apply where a significant defect existed prior to sale but was not disclosed by the seller.

Examples include:

  • Flash units not firing correctly.

  • Charging systems not functioning.

  • Electronic failures.

  • Major internal damage.

  • Significant operational faults.

Minor cosmetic wear that was visible in photographs or reasonably expected from used equipment shall not be considered a hidden defect.

8. TRANSPORT DAMAGE

Products must be packaged professionally and securely.

Where transport damage occurs, Henko may request:

  • Photographs of the product.

  • Photographs of packaging materials.

  • Photographs of shipping labels.

  • Delivery information.

If inadequate packaging is determined to be the cause, the seller may be held responsible.

9. NON-DELIVERY

Buyer Protection may apply if:

  • A product is not shipped.

  • Tracking confirms loss during transit.

  • Delivery cannot be reasonably completed.

Henko will investigate the situation before determining the appropriate resolution.

10. MISSING ACCESSORIES

Buyer Protection may apply if accessories explicitly stated in the listing are missing upon delivery.

Examples include:

  • Power cables.

  • Chargers.

  • Battery packs.

  • Reflectors.

  • Mounting accessories.

  • Cases.

  • Documentation.

Accessories not mentioned in the listing are not automatically included.

11. BUYER RESPONSIBILITIES

Buyers are expected to:

  • Read listings carefully.

  • Review all photographs.

  • Verify product compatibility.

  • Test products promptly after delivery.

  • Report issues honestly and accurately.

  • Cooperate with investigations.

Failure to cooperate may affect Buyer Protection eligibility.

12. EXCLUSIONS

Buyer Protection does not apply to:

  • Buyer’s remorse.

  • Change of mind purchases.

  • Minor cosmetic imperfections consistent with age and use.

  • Issues clearly disclosed in the listing.

  • Damage caused by the buyer.

  • Misuse of equipment.

  • Normal wear and tear.

  • Compatibility issues where specifications were correctly disclosed.

13. CLAIM SUBMISSION

To submit a Buyer Protection claim, buyers should contact Henko as soon as possible.

Henko may request:

  • Photographs.

  • Videos.

  • Shipping documentation.

  • Serial numbers.

  • Written descriptions.

  • Additional supporting information.

Failure to provide requested information may affect claim outcomes.

14. INVESTIGATION PROCESS

Henko may investigate any Buyer Protection claim.

Investigations may involve:

  • Buyer interviews.

  • Seller interviews.

  • Review of listing information.

  • Review of communications.

  • Review of shipping information.

  • Review of photographs and videos.

Henko may request additional information from either party.

15. RESOLUTIONS

Following investigation, Henko may determine one or more of the following resolutions:

  • No action required.

  • Partial refund.

  • Full refund.

  • Product return.

  • Seller reimbursement.

  • Warranty repair.

  • Warranty replacement.

Resolution decisions are made at Henko’s sole discretion.

16. FRAUD PREVENTION

Henko reserves the right to reject claims where:

  • Information is intentionally misleading.

  • Evidence has been manipulated.

  • Products have been altered after delivery.

  • Fraudulent activity is suspected.

Accounts involved in fraudulent activity may be restricted or permanently suspended.

17. MARKETPLACE INTEGRITY

Buyer Protection exists to maintain trust throughout the marketplace.

Henko may take enforcement actions against sellers who repeatedly:

  • Misrepresent products.

  • Fail to disclose defects.

  • Ship products inadequately.

  • Generate excessive complaints.

  • Violate marketplace standards.

Such actions may include suspension or permanent removal from the platform.

18. LIMITATION OF LIABILITY

Henko’s Buyer Protection Policy provides a marketplace service and does not constitute insurance.

Henko’s liability shall be limited to the maximum extent permitted by applicable law.

19. POLICY CHANGES

Henko reserves the right to amend this Buyer Protection Policy at any time.

Updated versions will be published on the Henko website.

Continued use of the marketplace constitutes acceptance of the most recent version.

CONTACT

Henko Marketplace

Email: sales@henko-store.com

Website: www.henko-store.com

The Netherlands