Return & Refund Policy
Last Updated: January 2025
Buyer Returns
30-Day Dispute Window
Buyers have 30 days after delivery confirmation to open a dispute if:
- Item not as described
- Item damaged or defective
- Wrong item received
- Item never arrived (despite tracking showing delivery)
How to Request a Return
- Go to your Orders page
- Find the order and click "Open Dispute"
- Select a reason and provide details
- Upload photos/evidence if applicable
- Submit the dispute for admin review
After 30 Days
After the 30-day dispute window closes, buyers can no longer open platform disputes. However, you may still file a chargeback with your payment provider within 120 days of the transaction (Visa/Mastercard standard).
Note: Once you confirm delivery, the 30-day dispute window begins. Make sure you've received and inspected the item before confirming delivery.
Seller Return Policies
Setting Your Return Policy
Sellers can set their own return policies for their listings. Common options include:
- No Returns: All sales final (must be clearly stated)
- Returns Accepted: Specify timeframe and conditions
- Exchanges Only: Allow exchanges but not refunds
Default Return Policy
If a seller does not specify a return policy, the following default applies:
Items not as described may be returned within 30 days of delivery for a full refund.
Honoring Your Policy
Sellers must honor their stated return policies. Failure to do so may result in:
- Admin intervention and forced refunds
- Negative reviews and feedback
- Account suspension for repeated violations
Refund Process
How Refunds Work
- Buyer opens dispute within 30 days of delivery
- Seller responds with evidence or accepts return
- Admin reviews if parties cannot agree
- Refund issued if claim is approved
Refund Timeframes
- Approved disputes: Refunded within 5-10 business days
- Payment method: Refunded to original payment method
- Transaction fees: Platform fees are non-refundable
Escrow Protection: All payments are held in escrow until delivery is confirmed and the 30-day dispute window passes. This ensures buyers can get refunds if something goes wrong.
Dispute Resolution
Admin Review Process
If buyer and seller cannot resolve a dispute, our admin team will review and decide based on:
- Listing description accuracy
- Photos and evidence from both parties
- Tracking and delivery information
- Communication history
- Seller's return policy
Resolution Options
- Full refund: Buyer returns item, gets full refund
- Partial refund: Buyer keeps item, gets partial refund
- No refund: Claim denied, seller keeps payment
- Exchange: Buyer receives replacement item
Admin Decision Timeline
Our admin team reviews disputes within 3-5 business days. Decisions are final unless new evidence is provided.
Return Shipping
Who Pays for Return Shipping?
- Seller's fault (wrong/damaged item): Seller pays return shipping
- Buyer's preference (buyer's remorse): Buyer pays return shipping (if seller accepts returns)
- Not as described: Determined by admin review
Return Shipping Requirements
When returning an item:
- Use trackable shipping method
- Pack item securely in original packaging if possible
- Provide tracking number to seller and admin
- Keep shipping receipt as proof
Non-Returnable Items
Some items cannot be returned for health, safety, or hygiene reasons:
- Custom or personalized items
- Intimate apparel or swimwear
- Beauty products that have been opened
- Digital downloads or services
- Items marked as "final sale" or "no returns"
Exception: These items may still be returned if they are defective, damaged, or not as described.
Fraud Protection
Buyer Protection
- All payments held in escrow until delivery confirmed
- 30-day dispute window for problem resolution
- 120-day chargeback protection through your payment provider
- Admin review for disputed transactions
Seller Protection
- Funds held in escrow, not released until dispute window closes
- Automatic fund release after 33 days if no disputes
- Tracking information provides proof of delivery
- Admin review protects against false claims
Questions?
If you have questions about returns, refunds, or disputes:
