Sellwild's Buyer Guarantee
Sellwild's Buyer Guarantee protects buyers if your order isn't what you expected.
On the rare occasion that something goes wrong during the buying process, Sellwild's Buyer Guarantee program allows you to shop confidently knowing you'll receive a full refund for qualifying orders when your item:
- Doesn't arrive
- Arrives damaged
- Differs significantly from the item description or photos (for example, the wrong material or color)
Any order that is shipped on or after March 1, 2023 is eligible for Sellwild's Buyer Guarantee.
How do I get my refund?
If you believe your order qualifies, the first step is to reach out to the seller by starting a Help request. 90% of order issues can be resolved by working with the seller.
If the issue hasn't been resolved and it's been 48 hours since you first messaged the seller, and the estimated delivery date has passed, ask Sellwild to help you get your refund. You may need to provide photos of damaged or misrepresented items.
Once your refund eligibility is confirmed, Sellwild will send you a confirmation email.
I purchased as a guest
You must have a Sellwild account to start a Help request. If you purchased as a guest, connect your order to a new or existing account to be eligible for the program.
What happens to the seller if I request a refund?
An occasional case opened against a seller will not negatively impact them or their shop. All cases are reviewed carefully to ensure the right decision is made.
Buyer Guarantee Program Policy
As a buyer, you have the ability to file a claim for any shipped purchase if there is an issue with your item. However, requesting a refund directly from the seller will likely give you a faster resolution. If unsuccessful, you can file a claim.
What is covered:
- The buyer did not receive the item
- The item is damaged when the buyer receives it
- The item is incorrect or missing
- The item the buyer receives is not as described
If the item isn't shipped within 5 days of payment, the transaction is canceled and the payment is automatically returned to the original payment method.
What isn't covered:
- Items that don't fit
- Items the buyer doesn't like
- Any item that is prohibited by Sellwild
- Purchases made in cash or with an in-person cashless payment
- Purchases conducted through payment or shipping systems outside of Sellwild
How to file a claim
- Within 2 days of receiving the item, inspect it to ensure it arrived as described
- If there is an issue, let the seller know through your Chats and click the delivery notification "Confirm Delivery"
- If the seller declines or doesn't answer after 2 business days, click "Get help from Sellwild" in your chat message to open the claim form
- Enter your reason and transaction number. If the Order number doesn't auto-fill, find it by going to My Account > My Purchases > select the receipt > Purchase Details page shows the Order #
- Sellwild will review the request and determine the appropriate action, potentially requesting additional documentation
- If approved: Sellwild will provide a return label, and issue a refund up to the original price (including shipping costs) to the original form of payment
