Returns & Refunds Policy

Returns & Refunds Policy

This policy governs all returns, refunds, and disputes across bigflipz. All transactions are held in escrow until the applicable release trigger is met.

Last updated: September 16, 2026

1. Overview

This policy applies uniformly to every seller regardless of individual storefront terms. Sellers may offer more buyer-friendly terms than this policy, but never less. All transactions are held in escrow until the applicable release trigger (Section 5) is met.

2. Return tiers

Tier 1 — Standard Items

30 days from delivery

Under $500, non-collectible

  • •Eligible: wrong item, damaged in transit, not as described, defective.
  • •Auto-approved for wrong/damaged/not-as-described claims with photo evidence.
  • •Free return shipping for seller-caused issues.

Tier 2 — High-Value & Designer Goods

5 business days from delivery

$500+, including designer clothing/accessories

  • •Eligible: authentication failure, not as described, damaged in transit.
  • •Mandatory third-party or in-house authentication before the return window opens.
  • •Insured, trackable return shipping required.

Tier 3 — Collectibles

5 business days from delivery

Serial numbers, COAs, or unique identifiers

  • •Eligible: serial/COA mismatch, undisclosed damage, not as described.
  • •Returned item must match the serial/hologram/COA logged at listing.
  • •Seller-insured return label; buyer pays only if claim is unsubstantiated.

Tier 4 — Furniture & Oversized Items

48 hours from delivery (damage claims)

White-glove delivery with signature

  • •No buyer-remorse returns on made-to-order or assembled items.
  • •Damage must be noted at delivery to qualify for a full return.
  • •Seller arranges and pays for pickup on valid damage claims.

3. Non-returnable categories (platform-wide)

  • •Perishable goods
  • •Custom or made-to-order items (unless damaged/defective)
  • •Intimate apparel and hygiene-restricted items
  • •Digital goods or gift cards
  • •Items explicitly marked final sale at time of listing (damage/not-as-described claims still apply)

4. Condition documentation & authentication

  • •At listing: timestamped photos/video, serial numbers/COAs for Tier 2–4, and written condition disclosure.
  • •Before funds release (Tier 2 & 3): authentication check against the seller's baseline record.
  • •On return submission: buyer submits matching timestamped photos; mismatches route to manual review.
  • •Authentication cost split: seller pays if item fails; buyer and seller split if it passes and buyer returns.

5. Escrow release triggers

TierFunds released when
StandardDelivery confirmed + 30-day window expires with no claim
High-Value / DesignerAuthentication passes + 5-day window expires with no claim
CollectiblesSerial/COA match confirmed + 5-day window expires with no claim
FurnitureSigned delivery inspection + 48-hour window expires with no claim

Funds are held, never released early, if a claim is filed within the applicable window.

6. Return shipping cost allocation

  • •Seller error (wrong item, damaged, not as described, failed authentication): seller pays in full.
  • •Buyer preference (sizing on eligible items): buyer pays.
  • •Disputed/unclear cause: platform pays upfront, then charges the at-fault party after review.

7. Dispute resolution

  • •In-app resolution: 48 hours for buyer and seller to resolve directly with evidence upload.
  • •Platform review: escalated disputes resolved within 48–72 hours.
  • •Final decision is binding for escrow release; one appeal allowed with new evidence within 7 days.

8. Fraud & abuse guardrails

  • •Serial numbers/COAs cross-checked on every Tier 3 return.
  • •Accounts with return rates above category average are flagged for manual review.
  • •Repeated buyer-remorse returns on Tier 2/3 items may lose return privileges on future high-value purchases.
  • •Sellers with authentication-failure rates above threshold are suspended from affected categories.

9. Transparency requirements

  • •Every seller storefront displays return/refund rate, average resolution time, and authentication pass rate (Tier 2/3).
  • •Buyers see the applicable tier, return window, and non-returnable status on every listing before purchase.
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