No Physical Returns — Just Dispute-Based Refunds
ShopBroker is a marketplace for secondhand items sold by individual sellers. Because items aren't shipped from a warehouse, we don't accept physical returns. Instead, we resolve problems through our dispute process and issue refunds when things aren't right.
For the full legal policy, visit our Refund & Dispute Policy page.
How Your Payment Is Protected
When you buy on ShopBroker, your payment is held — not charged right away. The seller only gets paid after:
Courier delivery: The driver confirms successful delivery
Self-arranged pickup: You tap "Pay Seller" after inspecting the item in person
If something goes wrong before the seller is paid, the hold on your card is released and your money comes back automatically.
When You're Eligible for a Refund
Full Refund
Order cancelled before delivery or pickup — Payment hold is released immediately
Seller cancels the order — Full refund processed automatically
Delivery permanently fails — If our courier cannot complete delivery
Item never arrives — Full refund
Seller doesn't fulfill the order — Contact support and we'll process your refund
Full or Partial Refund (After Review)
Item not as described — If the item is significantly different from the listing
Item damaged during delivery — We work with our courier partner to resolve
Resolution agreed between buyer and seller — Partial refunds may apply
What's Not Covered
Change of mind — Refunds aren't available if you simply change your mind after a completed transaction
Normal wear on used items — Secondhand items may show some wear; that's expected
Minor variations from listing photos — Small differences that don't affect the item's value
Issues reported after 7 days — We accept reports at any time, but issues reported more than 7 calendar days after delivery may be harder to investigate
Items damaged after delivery — Issues that happen after you've received the item
How to File a Dispute
Step 1: Report the Issue
Contact us through live chat on our website or by email at [email protected]. Report within 24 hours of delivery for the fastest resolution — but support is available beyond 24 hours.
Step 2: Provide Evidence
Share the following with our team:
Your order number
Photos of the issue (compared to the original listing)
A description of what's wrong
Any messages exchanged with the seller
By submitting dispute evidence, you consent to ShopBroker collecting, reviewing, and retaining the information you provide for the purpose of investigating your dispute. See our Privacy Policy for details.
Step 3: We Investigate
We gather details from both sides, review the evidence, and work toward a fair outcome. This usually takes 2-3 business days.
Step 4: Resolution
Based on our review, we issue a full refund, partial refund, or provide another resolution.
Self-Arranged Pickup Orders
For self-arranged orders, you meet the seller and inspect the item before completing payment:
Inspect before paying — Check the item thoroughly before tapping "Pay Seller"
Cancel anytime before confirmation — Either party can cancel before payment is released
Once you confirm, the seller gets paid — So take your time inspecting first
Refund Timeline
Order cancelled before the seller was paid — Hold released within 24 hours, fully cleared in 5-10 business days
Refund after payment went through — 5-10 business days depending on your bank
Delivery Fees
Delivery never happened — Delivery fee is refunded
Delivery was successful — Delivery fee is not refunded (item disputes handled separately)
Need Help?
Contact our support team:
Live Chat: Available on our website
Email: [email protected]
Related articles:
Getting a Refund — Quick overview of how refunds work
Issues with Your Item — What to do when something's wrong
How Payment Protection Works — How your money stays safe