Refund Policy

Effective Date: January 1, 2026 | Last Updated: January 1, 2026

1. Overview

At BugSell, we want you to be completely satisfied with your purchase. This Refund Policy explains when and how you can request a refund for products purchased on our marketplace.

Important: BugSell is a marketplace platform connecting independent sellers with buyers. Individual sellers set their own refund policies within our minimum standards. Always check the seller's specific refund policy on the product page before purchasing.

2. Refund Eligibility

2.1 Eligible Reasons for Refund

You may be eligible for a refund if:

Product Issues:

• Item is damaged, defective, or broken
• Item is significantly not as described
• Item is missing parts or components
• Item is the wrong size, color, or variant (if seller error)
• Item is counterfeit or infringing

Delivery Issues:

• Item not received within stated timeframe
• Item lost or damaged in shipping
• Wrong item delivered

Seller Issues:

• Seller fails to ship within stated timeframe
• Seller cancels order without valid reason
• Seller is unresponsive to legitimate concerns

2.2 Refund Timeframes

Standard Window:

• Refund requests must be submitted within 30 days of delivery
• For non-delivery, within 45 days of purchase

Extended Window (Defects):

• Manufacturing defects: Up to 90 days from delivery
• Warranty claims: According to product warranty terms

Immediate Refund:

• Seller cancels order before shipping
• Item arrives significantly damaged
• Counterfeit or prohibited items

3. Non-Refundable Items

The following items are typically not eligible for refunds unless defective:

3.1 Customized or Personalized Items

• Products made to order with custom specifications
• Personalized engravings, monograms, or names
• Custom-sized or tailored items
• Bespoke or commissioned artwork

Exception: Defective or not made to specifications

3.2 Digital Products

• Downloadable files, software, or digital content
• Once downloaded or accessed

Exception: Files are corrupted or not as described

3.3 Perishable Goods

• Food, flowers, or plants
• Items with short shelf life

Exception: Arrived spoiled or damaged

3.4 Intimate or Sanitary Items

• Underwear, swimwear, or intimate apparel
• Cosmetics or skincare (if opened)
• Earrings or body jewelry

Exception: Defective or sealed packaging damaged

3.5 Final Sale Items

• Items marked as "Final Sale" or "Clearance - No Returns"
• Heavily discounted items (over 50% off) may be final sale

Exception: Defective or misrepresented

3.6 Services

• Completed services or consultations
• Event tickets or experiences

Exception: Service not provided as agreed

4. Refund Process

4.1 Step 1: Contact the Seller

Before Requesting Refund:

1. Log in to your BugSell account
2. Go to "My Orders"
3. Find the order and click "Contact Seller"
4. Explain the issue and request resolution

Give Seller 48 Hours:

• Sellers have 48 hours to respond
• Many issues can be resolved directly
• Seller may offer replacement, partial refund, or full refund

4.2 Step 2: Open a Refund Request

If Seller Doesn't Resolve:

1. Go to "My Orders"
2. Click "Request Refund" on the order
3. Select reason for refund
4. Provide detailed description
5. Upload photos or evidence (if applicable)
6. Submit request

Required Information:

• Order number
• Reason for refund
• Description of issue
• Photos showing damage, defect, or discrepancy
• Any communication with seller

4.3 Step 3: Review Process

BugSell Review (2-5 business days):

• We review your request and evidence
• May contact you or seller for additional information
• Evaluate against our policies and seller's policy

Possible Outcomes:

• Approved: Refund issued
• Partially Approved: Partial refund or store credit
• Denied: Request does not meet refund criteria
• Return Required: Must return item for refund

4.4 Step 4: Return Item (If Required)

If Return is Required:

1. Seller provides return shipping label (if item defective)
2. Pack item securely in original packaging
3. Ship within 7 days of approval
4. Provide tracking number
5. Refund processed after seller receives and inspects item

Return Shipping Costs:

• Seller's Fault (defective, wrong item): Seller pays return shipping
• Buyer's Remorse (changed mind): Buyer pays return shipping
• Damaged in Transit: Carrier or seller pays (varies by case)

4.5 Step 5: Refund Issued

Refund Timeline:

• Approved without return: 3-5 business days
• After return received: 5-7 business days after seller inspection
• Payment method: Refund to original payment method

Refund Amount:

• Full purchase price (if eligible)
• Original shipping costs (if seller's fault)
• Return shipping costs (if seller's fault)
• Taxes and fees

Not Refunded:

• Shipping costs (unless seller's fault)
• Buyer's remorse returns
• Restocking fees (if applicable and disclosed)

5. Refund Methods

5.1 Original Payment Method

Default Method:

• Refunds issued to original payment method
• Credit card: 5-10 business days to appear
• Debit card: 5-10 business days
• PayPal: 3-5 business days
• Bank transfer: 5-7 business days

Processing Time:

• BugSell processes refund: 1-3 business days
• Payment processor: 3-10 business days
• Total: Up to 2 weeks to see refund

5.2 Store Credit

When Offered:

• Seller may offer store credit as alternative
• Faster than payment method refund
• May be higher amount than cash refund

Store Credit Terms:

• Valid for 1 year from issue date
• Can be used for any purchase on BugSell
• Non-transferable
• No cash value

5.3 Partial Refunds

When Applicable:

• Item partially damaged or defective
• Minor discrepancy from description
• Missing non-essential components
• Both parties agree to partial resolution

Amount:

• Negotiated between buyer and seller
• Typically 10-50% of purchase price
• Based on severity of issue

6. Special Circumstances

6.1 Non-Delivery

If Item Not Received:

1. Check tracking information
2. Contact seller after expected delivery date
3. Wait 5 business days past expected delivery
4. Open "Item Not Received" request
5. Full refund if not delivered within 45 days

Exceptions:

• Incorrect address provided by buyer
• Buyer refused delivery
• Item returned to sender (buyer's fault)

6.2 Significantly Not as Described

Criteria:

• Major differences from listing description
• Different material, size, color, or quality
• Missing advertised features or functions
• Photos were misleading

Not Covered:

• Minor color variations (screen differences)
• Slight size variations (within tolerance)
• Subjective quality assessments
• Buyer's expectations vs. actual description

6.3 Damaged in Shipping

Seller's Responsibility:

• Seller must package items securely
• Seller responsible for damage in transit
• Buyer should document damage with photos

Process:

1. Photograph damaged packaging and item
2. Contact seller immediately
3. Do not discard packaging
4. Seller files claim with carrier
5. Refund or replacement issued

6.4 Wrong Item Received

Full Refund Eligible:

• Seller ships completely wrong product
• Wrong size, color, or variant (seller's error)

Process:

1. Contact seller with photos
2. Seller provides return label
3. Return wrong item
4. Receive correct item or full refund

7. Seller Refund Policies

7.1 Minimum Standards

All sellers must meet BugSell's minimum refund standards:

• Accept returns for defective items
• Process refunds within 7 days of receiving return
• Provide return shipping labels for defective items
• Respond to refund requests within 48 hours

7.2 Seller-Specific Policies

Sellers may offer more generous policies:

• Longer return windows (60, 90 days)
• Free return shipping on all returns
• No-questions-asked returns
• Extended warranties

Check Before Buying:

• Seller's refund policy is on product page
• Read carefully before purchasing
• Contact seller with questions

7.3 Seller Ratings

Seller refund practices affect ratings:

• Refund request resolution time
• Percentage of refunds approved
• Customer satisfaction with refund process
• Communication during refund process

8. Buyer Responsibilities

8.1 Item Condition for Returns

Items Must Be:

• Unused and in original condition (unless defective)
• In original packaging with all tags attached
• Complete with all accessories and components
• Not damaged by buyer

Exceptions:

• Defective items (can be used/tested)
• Items not as described (condition irrelevant)

8.2 Documentation

Provide Clear Evidence:

• Photos of defects or damage
• Photos of packaging (if damaged in shipping)
• Screenshots of listing vs. actual item
• Measurements (if size discrepancy)

Communication:

• Respond to seller and BugSell requests promptly
• Provide accurate information
• Be honest about issue

8.3 Prohibited Actions

Do Not:

• File false or fraudulent refund requests
• Keep item and request refund (refund fraud)
• Damage item intentionally
• Switch items (return different item)
• Threaten negative reviews for refunds

Consequences:

• Refund request denied
• Account suspension or termination
• Legal action for fraud
• Banned from platform

9. Dispute Resolution

9.1 Seller Denies Refund

If Seller Denies Your Request:

1. Review seller's reason for denial
2. Provide additional evidence if available
3. Escalate to BugSell support
4. We mediate and make final decision

9.2 BugSell Mediation

We Consider:

• Evidence from both parties
• Seller's refund policy
• BugSell's minimum standards
• Previous similar cases

Final Decision:

• Binding on both parties
• Refund issued if approved
• No further appeals

9.3 Chargebacks

Before Filing Chargeback:

• Attempt resolution through BugSell
• Allow time for refund process
• Chargebacks should be last resort

Chargeback Consequences:

• May result in account restrictions
• Seller may dispute chargeback
• Can affect future purchases

10. Contact and Support

Refund Questions

Email: refunds@bugsell.com
Subject: "Refund Inquiry - Order #[Number]"

Help Center:
https://bugsell.com/help/refunds

Live Chat:
Available in your account dashboard

Phone:
[Phone Number] (Mon-Fri, 9am-5pm)

Escalations

Unresolved Issues:
Email: disputes@bugsell.com

Urgent Matters:
Mark email as "URGENT" in subject line

Quick Reference

Refund Window: 30 days from delivery
Defects: Up to 90 days
Non-Delivery: 45 days from purchase
Processing Time: 3-5 business days (approved)
Return Required: 5-7 days after return received
Refund Appears: Up to 2 weeks total

Non-Refundable:

• Custom/personalized items
• Digital downloads
• Intimate items
• Final sale items

Always Eligible:

• Defective items
• Not as described
• Non-delivery
• Counterfeit items

This Refund Policy is designed to protect both buyers and sellers while ensuring fair and transparent transactions on BugSell.

Last Updated: January 1, 2026
Effective Date: January 1, 2026