*Please note, money-back guarantee only guarantees that you receive reimbursement if you are found to be truthful in your dispute and you meet the buyer/seller protection eligibility criteria stated below*
In order to be eligible for buyer/seller protection there are rules all users must follow:
–Only purchases made on Scuphed through our Stripe checkout are eligible for buyer protection/money-back guarantee.
–All disputes are dealt with through Scuphed support. Any attempts at payment chargebacks will be met with a permanent ban and possible further action (This is to prevent buyer fraud in cases where buyers will purchase a product then chargeback the funds back into their account). Legitimate payment disputes and refunds will be dealt with in a fair, professional, and timely manner.
Refunds: (To request a refund click the “Refund” button found on the order in the My Account page)
Eligible buyers are entitled to refunds when:
–They did not receive the product at all (tracking information must show delivery to the buyers address was unsuccessful) *After a package has been marked as delivered it is the buyers responsibility and no longer qualifies for buyer protection. If a package goes missing it is recommended that the buyer make a claim of a missing or stolen package with their courier or local authorities*
–The items they received were significantly not as described. An item may be considered significantly not as described if:
*The item received is fake/unauthentic
*The item is materially different from the seller’s description of it.
*You received a completely different item.
*The condition of the item was misrepresented. For example, the item was described as “new” but the item was used.
*The item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it.
*You purchased a certain number of items but didn’t receive them all.
*The item was damaged during shipment.
–Buyers have 15 days to request a refund after their package has been marked as delivered to their stated shipping address, after this time period sellers will not be required to issue a refund.
–Items must be returned to the seller in the exact condition they were received to be eligible for buyer protection.
–Only sales made on Scuphed through our Stripe checkout are eligible for seller protection/money-back guarantee.
–All packages must be shipped with tracking in order to be eligible for seller protection.
–If items are not shipped within 5 days of the customer’s order (and the tracking number added to the order), the customer is entitled to a refund if they so choose.
–Sellers shipping any packages worth more than $600 USD (including shipping and taxes) must purchase signature confirmation for the package as an added security, otherwise they will not be eligible for seller protection.
–Seller protection does not apply for items that are lost or damaged in transit. You must have tracking information showing confirmed delivery to the buyer’s address in order to be eligible for seller protection coverage. If tracking information is inconclusive for an extended period of time, the seller should file a lost/stolen package claim with their courier so they can put out a search for it. If the courier is unable to locate or deliver the package, the buyer is entitled to a full refund for this sale.
–Scuphed has a zero-tolerance policy when it comes to fake or fraudulent postings. Selling fake/unauthentic shoes on Scuphed will get you banned and make you ineligible for seller protection.
–To help aid and combat order disputes it is highly recommended that all sellers post as many detailed photos as possible of the shoes they are listing, including the size tag and box label.
–The buyer claims their money back after receiving the item you sent (chargeback).
–The item sent is not received. The buyer reports not receiving the item you shipped.
–Item is not as described. The buyer reports receiving an item that is different from what you described.
Verified Seller Payment:
Verified sellers who sell through Scuphed will be paid out 15 days after an order they shipped has been marked as delivered by the order’s tracking details. (However please note some banks may hold transferred money for a couple of days after the funds have been released by Scuphed, we have no control over this and any problems with delayed funds after they have been released should be taken up with the appropriate bank.) This gives buyers 15 days to request a refund, after which a seller is no longer required to issue a refund.