Buyer protection
Time to inspect.
A path to resolution.
Every eligible order completed through The Exchange includes a 72-hour inspection window after confirmed delivery.
What coverage requires
Protection follows
the transaction record.
Keep payment and communication on The Exchange, use the order’s tracked shipment, inspect promptly, and document a material mismatch before the deadline.
On-platform order
The purchase must complete through the connected Shopify checkout.
Tracked delivery
The inspection window begins from the recorded delivery event.
Material mismatch
Coverage applies when condition, authenticity, function, or included items materially differ from the reviewed listing.
Timely evidence
Open the issue from the order within 72 hours and include clear photographs and an explanation.
If something is wrong
Four steps from report to decision.
- 1Open the order
Select “Report a problem” before the inspection deadline.
- 2Show the difference
Photograph the issue and explain how it differs from the original listing.
- 3Preserve the instrument
Do not alter, repair, or return it until the case instructions tell you what to do.
- 4Follow the resolution
When a claim is approved, the order record provides the return and refund next steps.
Generally covered
- Undisclosed functional damage
- Materially incorrect condition
- Wrong instrument or missing included item
- Authenticity materially misrepresented
Not buyer-protection claims
- Changing your mind
- Issues reported after the inspection window
- Damage after delivery caused by the buyer
- Payment or agreements made off-platform