Resale Racks charges customers a Purchase Protection fee that is shown on the item details before making a purchase. This enables you to request a refund if it adheres to our Purchase Protection policy.
Purchase Protection applies until your order is completed. This entitles you to a refund if your item:
- Never arrives (see Purchase Protection Rules on this)
- Is damaged or partially damaged
- Is significantly not as described
Purchased item doesn’t fit or just isn’t your style?
Unfortunately, Buyer Protection doesn’t apply in these cases. You can still talk to your seller regarding the return, but it’s up to them to accept it. You can also upload the item to your own Resale Racks closet and sell it there.
How to get a refund
There are 4 steps to claiming your refund:
- Submit your claim within 2 days after the order status changes to Delivered
- Message the seller or contact us
- Return the item
- Receive a refund
You have to request a refund and give us details about why you are requesting it and send pictures to prove your case. We’ll refund your money once the issue is resolved, if resolved in your favor.
Importantif you miss the 2 day deadline, your order will be considered completed. Purchase Protection will no longer apply, and we won’t be able to refund you. However, you and your seller may still try to solve this on your own.
We recommend that you come to an agreement with the seller. As long as you’ve submitted your claim within 2 days (see above), you may decide between 2 possible solutions:
- Keep the item – In the conversation screen with the seller, you should have come to an agreement, this will be considered as the final step.
- Return the item – You can agree to return the item to the seller and claim a refund.
You don’t have to inform us about your choice, unless you can’t come to an agreement with the seller. If so, you can contact us via the help desk by submitting a support ticket. We will review the situation and make the final decision on the case. If we consider that the item is significantly not as described, we will issue a refund.
You must return the exact item you purchased and received to the seller. Once you have done this, Resale Racks, will issue your account a refund, once confirmed with seller the item was received.
Important- Usually, buyers cover the cost of the return postage unless you and your seller agree otherwise.
The return shipping cost depends on the shipping provider chosen by you and/or the seller. Any provider is suitable, as long as they offer package tracking.
You will receive your refund to your Resale Racks Balance for the item sold price only.
The case will then be considered resolved. Cases can take up to 2 weeks to process and come to a final decision.
