Refunds & Disputes Policy
Clear guidelines for returns, refunds, and dispute resolution across all product types.
Last Updated: October 18, 2025
Quick Reference
Physical Products
14-day return window
Services
Milestone-based refunds
Digital Goods
No refunds after download
Custom Work (RFQs)
Deposit refundable before work starts
Physical Products
Return Window
You have 14 days from delivery to request a return or refund for physical products.
Eligible Returns:
- Item not as described in listing
- Wrong item received
- Item arrived damaged (during shipping)
- Item has manufacturing defects
- Changed your mind (if vendor allows)
Condition Requirements:
- Item must be unused and in original condition
- Original packaging included (if applicable)
- All accessories and parts included
- Tags attached (for clothing/wearables)
Return Shipping
Vendor's Fault (damaged, wrong item, not as described):
→ Vendor provides prepaid return label. Full refund including original shipping.
Buyer's Choice (changed mind, ordered wrong size):
→ Buyer pays return shipping. Refund excludes original shipping cost.
Refund Timeline
1. Request return through order page
2. Vendor approves and provides return instructions (1-2 business days)
3. Ship item back with tracking
4. Vendor inspects returned item (2-3 business days)
5. Refund issued to original payment method (3-5 business days)
Total time: Typically 7-14 business days from return request to refund
Services & Commissions
Milestone-Based Refunds
Service refunds are based on work completion milestones agreed upon at booking.
Before Work Starts
100% refund of deposit if you cancel before vendor begins work
Work In Progress
Partial refund based on percentage of work completed. Vendor provides proof of progress.
Work Completed
No refund if vendor has fulfilled all agreed milestones. Disputes resolved by admin review.
Service Quality Disputes
If you're unhappy with service quality:
- Contact vendor directly through messaging to resolve
- If unresolved, open a dispute through your order page
- Provide detailed description and photo evidence
- Vendor should respond within 48 hours with a solution
- If no response or still unresolved, contact support for admin review
What Vendors Must Provide
- Progress photos at agreed milestones
- Communication within 24-48 hours of customer inquiries
- Work that matches the agreed specifications
- Reasonable efforts to address quality concerns
Digital Goods (STL Files, Patterns)
No Refunds After Download
Due to the instant delivery and non-returnable nature of digital products, refunds are generally not available once files are downloaded.
Exceptions
Refunds or replacements may be issued if:
- File is corrupted: Vendor will provide a working replacement file
- File doesn't match description: Wrong format, missing parts, significantly different from preview
- Technical errors: Download failed and file was never received
Note: Preview all details carefully before purchase. Contact vendor with questions before buying.
Custom Work (RFQs)
Deposit Protection
When you accept an RFQ offer, a deposit (typically 30-50%) is held in escrow.
✓ Before Work Starts
Full deposit refund if vendor hasn't begun work and you cancel
⚙️ Work In Progress
Partial refund based on work completed. Vendor provides progress photos.
📦 Ready to Ship
No refund once work is complete. Final payment released upon delivery confirmation.
Dispute Process for RFQs
- Work Not Started: If vendor hasn't begun within agreed timeline, you can request full deposit refund
- Quality Issues: If work doesn't match specifications, vendor must make reasonable corrections
- Vendor Non-Responsive: If vendor goes silent for 7+ days, you can request admin intervention
- Admin Arbitration: If parties can't agree, admin reviews evidence and makes binding decision
Auto-Release Protection
To protect both parties from ghosting:
- Vendor protection: If buyer doesn't approve delivery within 7 days, funds auto-release to vendor
- Buyer protection: Open a dispute before auto-release if there are quality issues
- Communication is key: Both parties should stay responsive throughout the project
Chargebacks & Payment Disputes
Our Chargeback Policy
We take chargebacks seriously and will contest fraudulent or unjustified disputes.
If You Receive Something Different or Damaged:
Don't file a chargeback. Open a dispute through our platform first. We'll resolve it faster and protect your account standing.
If You File a Chargeback:
- We provide evidence to Stripe (tracking, messages, photos, delivery confirmation)
- Vendors with proof of delivery are protected
- Fraudulent chargebacks may result in account suspension
- Winning a chargeback dispute doesn't guarantee account reinstatement
For Vendors
Protect yourself from chargebacks:
- Always use tracked shipping and save tracking numbers
- Take photos of items before shipping
- Keep all customer communication (messages are saved automatically)
- Respond promptly to customer concerns to prevent disputes
- Get delivery confirmation for high-value orders
How to Request a Refund
- 1.
Go to Your Order
Navigate to your order in your account dashboard
- 2.
Click "Request Refund" or "Open Dispute"
Choose the appropriate button based on your situation
- 3.
Provide Details
Explain the issue, upload photos if relevant, select reason for refund
- 4.
Wait for Vendor Response
Vendor has 48 hours to respond. If no response, admin will intervene.
- 5.
Resolution
Refund issued, replacement sent, or admin makes final decision if needed
Admin Arbitration
When buyer and vendor can't reach an agreement, our admin team steps in:
We Review:
- Original listing description and photos
- All messages between parties
- Photos of actual item or work
- Shipping/delivery confirmation
- Progress photos (for services/RFQs)
Our Decision Is Based On:
- Did vendor fulfill listing description?
- Was work/product of acceptable quality?
- Did both parties communicate reasonably?
- Is the complaint reasonable and in good faith?
Admin decisions are final and binding.
We aim to be fair to both parties. Our goal is protecting buyers while supporting vendors who do quality work and communicate well.
Important Notes
- •Refunds are processed to the original payment method only
- •Partial refunds may be issued for partial completion or minor issues
- •Restocking fees may apply for buyer's remorse (vendor discretion)
- •Custom/personalized items may not be refundable unless defective
- •Perishable items (if any) are not eligible for returns
- •Contact vendor first before opening disputes - most issues can be resolved quickly
Need Help?
If you have questions about refunds or need assistance with a dispute, our support team is here to help.
Contact Support