1. ABOUT THIS POLICY
1.1 Purpose. This Buyer Protection and Refund Policy ("Policy") explains how payments are held on ForGrabs, when a buyer can get a refund and how requests are handled. The ForGrabs marketplace is operated by ForGrabs, a company registered in the State of Delaware ("ForGrabs", "we", "us" or "our").
1.2 Part of our Terms. This Policy forms part of our Terms and Conditions. Capitalized terms not defined here, such as Buyer, Seller, Item, Listing and Order, have the meanings given in the Terms and Conditions. If this Policy conflicts with the Terms and Conditions, the Terms and Conditions prevail.
1.3 Who sells. Items on ForGrabs are sold by other users, not by ForGrabs. We hold payments and run the request process described below so that buyers and sellers can trade with confidence.
2. HOW YOUR PAYMENT IS HELD
2.1 You pay ForGrabs, not the seller. When you check out, your payment is processed by our payment processor, Stripe, and held. The seller is not paid until the Order completes.
2.2 When an Order completes. An Order completes at the first of:
- for a shipped Order, 3 days after you mark the Item as received in the App, if you have not opened a request by then;
- for a shipped Order, 14 days after the seller marks the Item as shipped in the App, if you have not marked it as received or opened a request by then; or
- for a local pickup Order, when the seller enters your handoff code in the App at the meetup, or when you mark the Item as received in the App, if earlier.
2.3 Complete only when satisfied. Inspect the Item before the Order completes. At a local pickup, give the seller your handoff code only once you are satisfied: when the seller enters it, the seller is paid and the Order is final. For a shipped Order, report any problem within 3 days of marking the Item as received. Once an Order completes, the seller is paid and the Order is final, except in the limited case described in Section 2.4.
2.4 Hidden problems. If, after confirming, you find a problem you could not reasonably have discovered on inspection, such as a counterfeit or an Item that is subject to a recall, contact us. We will decide, acting reasonably, whether a review is warranted, but we cannot promise a refund once the seller has been paid.
3. WHAT IS COVERED
3.1 Covered problems. You can open a request before the Order completes if:
- Not received: a shipped Item has not arrived;
- Damaged: the Item arrived materially damaged; or
- Not as described: the Item is materially different from the Listing.
3.2 Examples of not as described. An Item is materially different from the Listing if, for example, it is:
- a different size, brand, model or color from the one listed;
- affected by damage, defects, stains or odors that the Listing and photographs did not disclose;
- missing parts that the Listing did not mention;
- counterfeit; or
- subject to a recall, or Safety Gear that the Prohibited Items and Gear Safety Policy does not allow to be sold.
4. WHAT IS NOT COVERED
4.1 Exclusions. Buyer protection does not cover:
- a change of mind, or finding the Item cheaper elsewhere;
- an Item that does not fit, where the Listing stated the size accurately;
- normal wear consistent with the Listing and photographs;
- disagreement with a Condition Grade, where the Listing and photographs were accurate;
- an Order that has already completed, except under Section 2.4;
- local pickup Items you inspected and accepted at handover; or
- any payment made outside ForGrabs checkout, including cash or payment apps.
5. HOW TO OPEN A REQUEST
5.1 Steps. Open the Order in the App and select the option to report a problem before the Order completes. Explain what is wrong. We may ask you for clear photographs showing the problem, including labels, sizes and any damage. For a damaged shipment, keep the packaging.
5.2 Talk to the seller. Many problems are resolved quickly between buyer and seller. The seller will be notified and may respond, offer a solution or accept a return.
5.3 Our review. If you and the seller cannot agree, we review the request. We may ask both of you for more information. We decide based on the Listing, the photographs, messages, tracking information and the evidence provided.
5.4 Payment stays held. While a request is open, the payment stays held and the seller is not paid.
6. RETURNS
6.1 When a return is needed. If a request is upheld, we may ask you to return the Item in the condition you received it, using the method and within the time we specify, before the refund is issued.
6.2 Who pays return shipping. Where the Item was not as described or arrived damaged because it was poorly packed, the seller pays for return shipping.
6.3 Unsafe Safety Gear. If we reasonably believe returned Safety Gear is unsafe, we may instead ask you to dispose of it and send us proof, so that it is not resold.
6.4 Failure to return. If you do not return the Item as instructed, we may close the request without a refund.
7. REFUNDS
7.1 Full refund. If your request is upheld, you receive a full refund of the amount you paid for the Order, including the Item price, shipping charges, any buyer service fee and any tax collected, and the seller is not paid.
7.2 Method and timing. Refunds go to your original payment method. We start the refund promptly after our decision, or after we confirm the return where one is needed. Your bank or card issuer may take several business days to post it.
7.3 Cancelled Orders. If an Order is cancelled before the Item is shipped or handed over, or we cancel an Order because a Listing breaks our rules, you receive a full refund.
8. SELLERS
8.1 Seller responsibilities. Sellers avoid most requests by describing Items accurately, using clear photographs, packing securely and shipping on time, with tracking where possible.
8.2 Effect on sellers. When a request is upheld, the seller is not paid for the Order and may be responsible for return shipping. Sellers with repeated upheld requests may have their selling privileges limited under the Terms and Conditions.
8.3 Seller evidence. Sellers can respond to every request and provide photographs, tracking information and messages before we decide.
9. CHARGEBACKS AND MISUSE
9.1 Use this process first. Please open a request with us before contacting your card issuer, so that we can resolve the problem quickly. If you file a chargeback, we may pause the request process and respond to the card issuer with the information we hold.
9.2 Misuse. False claims, swapping Items or returning a different Item, and repeated unfounded requests are breaches of the Terms and Conditions and may lead to suspension.
10. YOUR LEGAL RIGHTS AND CONTACT
10.1 Legal rights. This Policy does not limit any right you have under consumer protection law or with your card issuer, or any legal claim you have against a seller.
10.2 Contact. Questions about this Policy can be sent to contact@itsforgrabs.com, or ForGrabs, 4140 North Central Avenue, Phoenix, Arizona 85012.