Returns
Return and Refund Policy
This policy explains return windows, eligible issue types, return shipping, required item condition, meetup purchases, seller response rules, and how refunds are handled for qualifying transactions.
Important: Reverse Marketplace provides transaction support tools. This policy does not guarantee a refund for every issue. Eligibility depends on the transaction, evidence, payment route, and applicable rules.
1. When the return window begins
- For shipped transactions with tracking, the return window begins when the carrier marks the package delivered.
- If tracking is unavailable or unclear, the window begins when the buyer confirms receipt or when Reverse Marketplace determines the item was reasonably delivered.
- Shipping days before delivery do not count against the buyer's return window.
- If a buyer files an eligible issue before the window expires, reasonable return-shipping transit time does not automatically expire the issue.
2. Seller return windows and no returns
Sellers may choose the return window shown for a listing where the website allows it. If "no returns" is ever offered for a listing, it does not block reports for counterfeit items, wrong items, damaged items, missing parts, fake tracking, or other serious not-as-described issues.
3. Eligible return or issue reasons
- The wrong item arrived.
- The item is counterfeit, stolen, prohibited, or materially different from what was shown.
- The item is missing promised parts, accessories, or key components.
- The item is damaged, broken, or not working in a way that was not disclosed.
- The seller uploaded fake, wrong, invalid, or misleading tracking information.
- The package was not delivered, tracking never updates, or the carrier record reasonably supports a delivery problem.
4. Reasons that are usually not eligible
- Buyer remorse or changing your mind.
- Ordering the wrong size, color, version, or model when the seller accurately described it.
- Damage caused by the buyer after delivery or after a meetup.
- Issues that were clearly disclosed before the buyer accepted or paid.
5. Required return condition
Returned items must be sent back in substantially the same condition received, with included accessories, parts, packaging, manuals, chargers, cases, or other components when applicable. Buyers must use reasonable care when repacking and returning the item.
6. Who pays return shipping
| Situation | Return shipping responsibility |
|---|---|
| Wrong item, damaged item, not as described, missing parts, counterfeit, fake tracking, or seller-caused issue | Seller is generally responsible when a return is required. |
| Buyer preference, fit, color preference, or optional return allowed by seller policy | Buyer may be responsible unless the seller offers otherwise. |
| Unclear or disputed issue | Reverse Marketplace may review messages, photos, tracking, and transaction records before determining next steps. |
7. If the seller refuses the return package
If a seller refuses a return package after a valid return was approved or instructed, Reverse Marketplace may treat that refusal as failure to cooperate. The transaction may be reviewed for refund, strike, account restriction, or other action depending on the evidence and payment route.
8. Refund handling
Approved refunds for shipped online transactions are handled through Stripe or the original payment route when supported. Refund timing depends on Stripe, card networks, banks, and the payment method. Stripe or other third-party processing fees may be non-refundable depending on the processor and transaction.
Meetup transactions are paid in cash. Reverse Marketplace may provide report and support tools, but cash refunds usually require coordination between the buyer and seller because the cash payment was not processed online.
9. Meetup purchases
Meetup purchases are generally final after the buyer inspects the item and pays cash. Exceptions may include counterfeit items, wrong items, stolen/prohibited goods, unsafe conduct, or major issues intentionally hidden by the seller. Buyers should inspect the item before paying.
10. Filing a return or issue
- Open the transaction from your account or transaction page.
- Choose the report, return, or support option.
- Select the reason that best matches the issue.
- Add a clear explanation and upload photos, videos, tracking screenshots, or message screenshots when available.
- Wait for the seller response or Reverse Marketplace Team review.