Refund & Dispute Policy

Effective October 2, 2026

Before requesting an item
Review the listing, condition, photographs, shipping information and seller’s stated return terms. Ask questions through private messages. A purchase request does not charge your account; accepted requests remain unpaid until a real payment is made through an available payment arrangement.

Cancellation before payment
Buyers can cancel an unpaid request through Purchases. Sellers can decline a request. An accepted unpaid request may be cancelled before payment; the item is then made available again where appropriate.

Used and intimate items
Because of hygiene and the individual nature of used clothing and personal items, sellers may decline change-of-mind returns where the law permits and the restriction was clearly disclosed before purchase. This does not remove remedies for non-delivery, a materially misdescribed or defective item, fraud, or rights required by applicable law.

Problems with an order
Contact the seller promptly through private messages with the order reference, a factual description and supporting photographs where appropriate. As an operational guideline, report visible issues within seven days of delivery; this guideline does not shorten legal rights or payment-provider dispute deadlines. Keep packaging and tracking information. If the seller does not resolve the problem, use Contact & support to report it to the operator.

Shipping delays and non-delivery
Sellers must comply with applicable shipping and refund obligations. If an item cannot ship within the promised time, the seller must obtain the buyer’s agreement to a lawful revised timeline or provide any refund required by law. Buyers should not be asked to give up statutory rights to receive a refund for unshipped goods.

Refund handling
The seller is responsible for their sale obligations and any agreed or legally required refund. The operator may help communicate or review a report but does not guarantee reimbursement or serve as transaction insurance. Once a payment provider is connected, refunds and payment disputes must use its applicable procedures and the original payment method where appropriate. Off-platform payments are subject to the parties’ and payment service’s rules; the operator cannot reverse payments it did not process.

Platform fees
Any fee reversal depends on the actual transaction, refund, seller agreement and payment-provider handling. No platform fee is collected merely because a request or estimate is displayed. Mandatory rights, chargeback rights and legal remedies remain available.

Returns and personal information
Agree on return instructions with the seller before sending an item. Do not publish addresses or payment information in profiles, reviews or shared chat. Contact support if return instructions appear unsafe, deceptive or abusive.

Digital downloads
Contact support and the seller if a file is missing, unreadable, materially different from its description or unauthorized. Downloading a file does not waive mandatory consumer, fraud, defect or payment-provider remedies. Any lawful change-of-mind exception for supplied digital content requires the notice and consent applicable in the buyer’s location. Provider-confirmed refunds revoke future website download access; they cannot erase copies already downloaded.