I have received an item that does not match the description.

Finding a solution

Buyers and sellers are encouraged to try to find a solution between themselves first. If this does not resolve the matter, you can contact Reshopper Support via the buyer protection button in the app no later than 3 days after receiving the item. You must submit at least 3 photos or videos showing the issue with the item so that Reshopper can assess the case and determine your eligibility for compensation. To use buyer protection, you must have used Reshopper’s transaction system for the deal, whether via shipping or pickup. Read more about your options with Reshopper’s buyer protection here.

Remember, while it is disappointing to receive an item that does not meet expectations, the seller may not have acted in bad faith. Therefore, try to maintain a friendly tone when finding a solution, such as:

1. Agreeing on a price reduction. In this case, the adjustment must be handled outside of any payment made through Reshopper.
2. The seller takes the item back.

Returns

Reshopper does not have a formal return policy for transactions between private individuals in the app. If the buyer and seller agree that an item should be returned, they can choose to handle the shipping themselves outside of Reshopper, or they can agree that the buyer lists the item for sale, allowing the seller to purchase it through the app. This way, payment and the shipping label are handled through Reshopper.

Please note that this involves paying for seller protection again and that the buyer is effectively placing a bid on an item that includes shipping costs. To avoid this, the buyer and seller must agree between themselves on how and with which carrier the package is returned, as well as how the money is refunded.

At Reshopper, we want the situation to be resolved in a way that works well for both the buyer and the seller. Since discrepancies between an item's description and its actual condition often depend on subjective judgment, we remain impartial in these cases.

Items sent via Reshopper Shipping

In cases of obvious fraud or discrepancies, please contact Reshopper Support using the buyer protection button in the app. To process the case, the buyer must provide documentation—such as photos of the item, the item description, and conversations with the seller—to prove that fraud has occurred. If several days pass, it becomes difficult for Reshopper to determine whether the item's condition has changed because it was used or because it differed from the description. If more than 3 days have passed, you must contact the seller directly to see if you can find a solution together.

Right of withdrawal

Transactions between private individuals generally do not carry the same right of withdrawal found when purchasing from a standard retail store. Therefore, the seller is fully entitled to refuse a return, unless otherwise agreed.