Returns & refunds

Start with the seller

Most problems are a misunderstanding and get fixed in a message. Contact the seller from the order page so the exchange stays attached to the order — our team can read it if it escalates.

Give them a clear description and photos. A seller who can see the problem can usually solve it.

Opening a dispute

If the seller does not resolve it, open a dispute on the order. Do this before the 7-day auto-release closes — while the money is still in escrow, we can act on it directly.

• 1

  Open the order under My Orders.

• 2

  Choose Open a dispute and pick the reason.

• 3

  Describe what happened and attach photos. Evidence decides these cases.

• 4

  A support agent reviews both sides and decides. You will get the outcome by email and in the app.

How refunds are paid

If a dispute is decided in your favour, the amount is returned to you and the seller credit is reversed.

Refunds to your wallet are immediate. Refunds back to a card or bank account are processed by hand and can take several working days to appear, depending on your bank.

After the window closes

Once funds have released, we no longer hold the money, so we cannot simply return it. You can still open a support ticket and we will contact the seller, but the outcome depends on them.

This is why confirming or disputing promptly matters more here than on a marketplace that pays sellers weeks later.