Money-back guarantee
Not what you expected? We’re here to help.
Items in the categories below are eligible for a refund:
- Wrong item
- Missing item
- Item doesn't match listing (this does not include signs of wear or minor imperfections - as with all second-hand purchases, these are to be expected and should be considered part of the item’s character)
How it works
Submit a dispute
If something’s not right, you’ve got 48 hours from delivery to let us know. If you need to raise an issue, submit a dispute within that 48-hour window and do not click 'I’ve received my order' until the issue has been reviewed.
Show us what happened
When you submit a dispute, we’ll ask for a description of the issue along with photos or a short video that clearly show what’s wrong. The more detail you give us, the faster we can get to the bottom of it.
We'll collect the full story
To make sure the process is fair, we’ll gather information from all sides - including the seller and our delivery partner. That might include:
- Notes on the item’s condition at pickup and drop-off
- Photos taken during delivery
- Signed confirmations where applicable
Everything's reviewed carefully
Because we’re a marketplace, we have to consider both buyer and seller perspectives. We’ll take time to review the case fully, ask questions if needed, and aim to resolve things within 5-7 business days of receiving all the details.
Outcome and resolution
Once we’ve reviewed everything, we’ll let both sides know the outcome - and explain how we got there. If the item isn’t as described, we’ll offer a full or partial refund, depending on what’s fair based on the evidence.
Returns and shipping
If a return is approved, the seller is responsible for covering return shipping costs. We’ll help coordinate the process so it’s as smooth as possible for everyone involved.
Here when you need us
We don’t believe in leaving people on read. Our team is available every day via email to step in, answer questions, and make sure issues get sorted properly.