Whatnot Buyer Protection Policy Whatnot Buyer Protection Policy

Whatnot Buyer Protection Policy

Whatnot Support Whatnot Support

At Whatnot, we’re committed to ensuring a trustworthy buying experience for everyone. So in those rare circumstances where you have an issue with your order, you can rest assured that we’ve got your back.

Our Whatnot Buyer Protection Policy goes into more detail below on when buyers are entitled to a refund and how to get a refund.

How to get help with an order:

If you have an issue with your order, submit a request through the app to get help with your order.  If your issue is covered by our policy below, you’ll be entitled to a refund.

When buyers are entitled to a refund

Our buyer protection policy covers the issues set out below, provided you request your refund within the specified timelines (and your request isn’t otherwise excluded as set out under ‘When buyers are ineligible for a refund’ below).

  • The item is substantially delayed in getting shipped 
  • The item is substantially delayed in transit
  • The item was damaged in transit
  • An item from your package is missing 
  • The item is incorrect or the item is correct but the wrong size/color 
  • The item you received does not match the description, condition, or photos listed
  • The item is defective, doesn’t work, or expired
  • The item is a counterfeit or fake 
  • You had to pay additional postage to receive the item 
  • Sales tax was charged incorrectly 
  • For EU and UK buyers only, you have received the item and would like to return it unconsumed as permitted under the applicable right of withdrawal (as more specifically set out under Refund Request Time Frames (EU and UK)).

Whatnot may require you to return your item before receiving a refund. If so, we require you to return your purchase in the same condition as you received it. For example, opening a product or removing tags may disqualify your order from being refunded or reduce the eligible refund amount. 

High Value Loss Reimbursement Policy: 

  • Sports Cards or Trading Cards obtained in breaks may be eligible for a separate high-value loss reimbursement, outlined in the High Value Loss Reimbursement Policy (i.e., buyers are eligible for a refund of the item’s market value if it is higher than the order value). Whatnot will help assess the appropriate refund amount due based on market value. Any decision on market values by Whatnot are final.

When buyers are ineligible for a refund

While our Buyer Protection Policy protects buyers when unexpected events impact their purchase, there are some circumstances where we do not provide a refund, even if the refund claim may fall under the issues listed above.

  • Consumable Products: Because the value of consumable products changes once the product is consumed or opened, we may not provide refunds on consumable products, including: 
    • Breaks, Mystery Games, and Pull Games: any item(s) purchased in a break, mystery game, or pull game show format are only eligible for a refund if an item is missing, delayed, incorrect, or damaged. See High Value Loss Reimbursement Policy below for more on missing high value cards.
    • Other consumable products: any other product that is consumed or opened by the buyer in a manner that changes the item’s value is ineligible for a refund. 
  • Orders With PSA Grading: Purchases with PSA grading are ineligible for a refund unless:
    • The item was lost or damaged in transit between the seller and PSA, or PSA and the buyer; or PSA could not grade the item, in which case the item will be sent to you and the charge for grading service will be refunded. 
    • Purchasing grading is solely at the discretion of the buyer and receiving a lower grade than expected is not grounds for a refund. For more information, please refer to our Grading FAQ.
  • Tips: As set out in our Tip Terms and Conditions, tips to sellers are ineligible for refunds.
  • Refusing Delivery: Refusing delivery of your purchase does not qualify your order for a refund unless the parcel carrier requires you to pay additional postage to receive the package. Customs fees are not considered postage costs. 
  • Customs Fees: Refusal to pay applicable customs or duties due does not qualify the order for a refund. Additionally, any customs fees or duties paid are not eligible for a refund. If you paid import duties or taxes as part of clearing your package through customs but you then returned the item, please contact your customs authority regarding a refund of the charges.
  • Chargebacks: Orders that have been disputed with your financial institution are ineligible for refunds.
  • Digital Content: Pattern PDFs, and other Digital Content are ineligible for refunds.
  • Potential fraud abuse of policy: Buyers that exhibit indications of refund and/or return fraud, abuse of policy, or otherwise violate Whatnot policies may be refused refunds or have action taken against their account. Any determination of potential abuse or fraud is at the full discretion of Whatnot.
  • Incorrect item returned: You will not be eligible for a refund if you return an incorrect item (and the item will not be returned to you by Whatnot). When packing your return, please carefully check that you are returning the correct item. You will not be compensated for any incorrect items sent to Whatnot.
  • Off platform transactions: Any transactions that occur off Whatnot are not eligible for a refund.

Buyer Protection Request Time Frames (US/Canada):

Except as specifically set out below, refund requests must be submitted within 14 days of delivery or 30 days from purchase, whichever comes first, to be eligible for a refund. 

Category requirements: For the specific categories listed below, refund requests must be submitted within 7 days of order delivery or 30 days from purchase, whichever comes first, to be eligible for a refund. 

  • Coins & Money
  • Sports Cards
  • Sneakers & Streetwear
  • Trading Card Games 
  • Luxury Goods

For the Plant category, refund requests must be submitted within 2 days of order delivery or 30 days from purchase, whichever comes first.

If a refund request is made outside of the refund time frames outlined above, the request may be denied.

Buyer Protection Request Time Frames (UK/EU):

Refund requests for:

  • Orders received (and unconsumed) must be submitted within 14 days of receiving order to be eligible for a refund; and
  • Orders not shipped, must be submitted within 30 days of placing order to be eligible for a refund.

Extensions & Exceptions to Refund Request Time Frames:

  • Orders Marked Delivered: If your item is marked as delivered, but you have not received it, you must contact support within 7 days so that we can investigate the situation. Whatnot will not be held liable for any package marked as delivered by your postal carrier to the address listed on your account, and any refunds provided are solely at the discretion of Whatnot on a case-by-case basis.
  • International Orders: Orders shipped internationally may take extended periods of time to get delivered. For international orders, you are eligible to request a refund up to 7 or 14 days from when your item is delivered, depending on the category-specific timeframe, regardless of when the order was placed.
  • Counterfeit claims and authentication: To ensure we handle counterfeit claims quickly, we require buyers to submit their refund request for an item suspected of being inauthentic within 30 days of receiving their order (regardless of category or item).
  • Integrated Grading Orders: Delivery times for orders with integrated grading purchased vary on a number of factors, including the level of grading service purchased. When an item is purchased with integrated grading, you have 7 days from when the item is delivered to you after grading to request a refund for any issues.
  • Preorders & Custom Orders: For certain orders that take extended periods of time before they can be shipped, you are eligible to request a refund up to 7 or 14 days from when your item is delivered, depending on the category you purchased in, as shown above.
  • Natural Disasters: Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disasters, national emergencies, labor strikes, or governmental acts.

Cancellation Request Timing:

Buyers can request a cancellation from sellers through the app within 24 hours of purchase or until the shipping label has been printed, whichever comes later. Cancellation requests for misbids or accidental bids must be made within 2 hours of the error for the request to be considered. Whatnot may deny any cancellation request, even those made within 2 hours. More information on cancellation requests can be found here.

Refund Amount:

If your return request falls within one of the qualified issues listed above and you submit the request within the applicable refund time frame, you are eligible to receive a full refund on your order, including shipping costs and taxes, with a few exceptions:

  • If you come to an agreement with Whatnot for a partial refund amount for any reason, that partial refund amount is calculated from the subtotal of the purchase amount and is final. Whatnot will not consider an additional refund amount later.
  • Missing, delayed, or incorrect high-value items from breaks of Sports Cards or Trading Card Games may be eligible for a separate high-value loss reimbursement process, outlined here (i.e., buyers are eligible for a refund of the item’s market value vs the order value). 
  • If sales tax was charged incorrectly, you will only receive a refund for the difference between the tax amount you paid and the correct tax amount (no return required).
  • If you had to pay additional postage to receive the item, you will be refunded for the additional postage amount paid (proof of additional postage paid is required; no return required).

FAQ for buyers:

  • How do I get support for my order?
    • You can submit a request directly through the app from your Purchases page. Click on the order you need help with, scroll to the bottom of the page, and click “Get help with this purchase.” Here are complete instructions to Contact Whatnot Support.
  • What if I need to return my item?
    • For many refund requests, Whatnot may ask you to return the item before issuing your refund. When a return is required, your returned item must be delivered back to Whatnot in the exact condition you received the item in, before a refund will be processed.
    • Once your refund request has been approved, you will be emailed a return shipping label. In addition to reviewing our packaging guidelines for packaging tips, you must ship your return within 7 days of your refund request getting approved. 
    • Failure to package your item correctly, drop it off within 7 days of refund approval, or return the item in a different condition than you received the item in may result in your refund request getting canceled and your order(s) becoming ineligible for future refund requests.
  • When will I receive my refund?
    • You should see the refund reflected on your original form of payment within 3-5 business days after your refund has been processed by Whatnot. The refund may show up as a credit or the original charge may drop off your credit card or bank statement entirely.
    • If your refund request does not require a return, your refund will be processed on the same day that your refund request is accepted.
    • If a return is required, your refund will be processed once we receive and verify your returned item(s). In some cases, refunds on returned items to Whatnot can take a little longer to process due to high warehouse volumes. Please click here to check the tracking status of your returned package using the tracking number on the return label you received via email 
    • If you have not received your refund within 14 days of the item being delivered back to us, please contact Support, so that our team can assist you.
  • I never received an item from a seller, what do I do?
    • We require sellers to ship orders within 2 business days of purchase to make sure your item arrives on time. An item shipped with Whatnot will take 5-12 days, on average, to arrive at your doorstep after the seller ships it. If your package still has not received a tracking update after 7 days, please click here to contact our Support team with your order number(s) and tracking number handy. We will be happy to reach out to the seller to get an update on your order.
    • Please contact support within 30 days of placing an order if you have not received a tracking update or your package. If you do not contact support within 30 days of placing the order Whatnot reserves the right to deny your refund request.
    • Note that we are only able to refund the purchase price. Any perceived value increase cannot be refunded. The only exception to this policy is in the event of missing high-value cards hit in a break. For more details on this, please check out our High-Value Loss Reimbursement Policy.
    • If you have any questions, please  Contact Whatnot Support through the Whatnot app by navigating to your Purchases, selecting the order you need help with, clicking ‘Get help with this purchase,’ and following the prompts to complete the form. We will be happy to help.

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