What is covered
Item not received.
Damaged on arrival.
Counterfeit or wrong model.
Significantly not as described: missing parts, materially worse condition than listed.
“Parts or not working” listings are only protected for wrong item or undisclosed counterfeit.
Deadlines
Damage or not as described: report within 7 days of delivery.
Marked delivered but not received: report within 72 hours of the carrier’s delivered scan.
Never arrived: eligible 14 days after the estimated delivery date if still not delivered.
📸 Picture: Purchases page with “Report a problem” button circled on the order card.
How to file
Go to Purchases → select the order → Report a problem.
Choose the reason and add clear photos or video. Include serials if visible.
Submit. We pause the seller payout while we review.
📸 Picture: Report modal open, “Not as described” selected, photo upload area boxed.
What happens next
If approved, we issue a return label or confirm loss with the carrier.
Refund is issued after the return scans in transit or on receipt, or after the carrier confirms loss.
We may request extra photos or a short description to verify the issue.
📸 Picture: Return label screen with “Download label” highlighted.
Who pays return shipping
Approved damage/SNAD/counterfeit: seller pays return shipping.
Preference returns (seller allows): buyer pays return shipping.
High-value shipments
Orders $750 and above must be shipped with signature confirmation. If there is no valid signature, you are covered.
📸 Picture: Order details showing a “Signature required” badge circled.
Exclusions
Change of mind when the seller does not allow returns.
Claims filed after the deadline.
Off-platform payments or communication.
New damage caused after delivery or missing required photos.
Normal wear consistent with the listing description.
Proof that helps
Photos of the exact issue and the full item.
Close-ups of serial numbers, missing parts, or damage.
Photo of the shipping label and packaging if damaged.
📸 Picture: Example photo grid with damage close-up and serial number callout.
Use Purchases → Report a problem for any covered issue. We hold funds, guide the return or carrier trace, and refund once verified.