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Sellwild's Buyer Guarantee
Sellwild's Buyer Guarantee

Sellwild's Buyer Guarantee protects buyers if your order isn't what you expected.

Law W avatar
Written by Law W
Updated over a week ago

On the rare occasion that something goes wrong during the buying process, we’re here to help. 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 for Sellwild's Buyer Guarantee, 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 for your order has passed, ask Sellwild to step in to help you get your refund. You may need to provide some 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 an Sellwild account to start a Help request. If you purchased an item as a guest, connect your order to a new or existing Sellwild account so you can be eligible for the Buyer Guarantee 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 that are opened on Sellwild are taken seriously, and are reviewed carefully by our case team to ensure the right decision is made. We understand that even the most experienced sellers can have unexpected issues from time to time, which is why Sellwild's Buyer Guarantee program is in place to help sellers with qualifying orders.

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, before you file a claim, we recommend requesting a refund directly from the seller as this will likely give you a faster resolution. If you’re unable to request a refund from the seller successfully, you can file a Buyer Guarantee Program claim.

What is covered:

The following issues are covered with buyer guarantee protection when an item is bought and shipped through Sellwild:

  • 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 buyer's payment is automatically returned to their 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

  1. Within 2 days of receiving the item, inspect the item to ensure that it arrived as described.

  2. If there is an issue, let the seller know that you didn't get what you expected. They will need to respond to your request through Sellwild.
    To do this, check your Chats and click the delivery notification: “Confirm Delivery.”

  3. If the seller declines or doesn’t answer after 2 business days of submitting the refund request, click the Get help from Sellwild button located in your chat message.
    This will open the Buyer Guarantee Program form.

  4. Enter your reason for using the Buyer Guarantee Program. We’ll also need your transaction number to access details about your purchase.

    If the form does not have the Order number auto-filled, you can find it by following these steps:
    - Click My Account
    - Tap My Purchases.
    - Select the receipt for the item you are submitting a claim for.
    - At the top of the Purchase Details page you can find the Order #.

  5. Sellwild will review the request and determine the appropriate action. Sellwild may request additional information or documentation and reserves the right to deny buyer requests.

  6. If approved:
    - Sellwild will provide a return label and instructions. The buyer will need to ship the item back to the seller.
    For more information on Shipping Policies and requirements, see How to ship with Sellwild.
    - Sellwild will issue a refund up to the original price (including shipping costs) to the original form of payment.

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