Returns and Refunds

PeppermintProfile protection applies only to eligible transactions completed and paid for through PeppermintProfile. A payment, return, refund, or agreement handled outside PeppermintProfile is not covered by PeppermintProfile protection.

This policy governs the general return and refund process. Buyer Protection, Seller Protection, Marketplace Guidelines, and any other more specific policy continue to apply. When two rules address the same issue differently, the more specific applicable rule governs.

The buyer has three calendar days, equal to 72 hours, after carrier-confirmed delivery to inspect the item and report a covered problem. Seller payment is held during that inspection period.

The buyer may accept or confirm the order before the inspection period ends. Acceptance or confirmation releases payment to the seller.

If no eligible claim is opened within the inspection period, payment releases automatically after the period expires and the normal transaction becomes final.

A timely eligible claim pauses payment release while the available evidence is reviewed and the claim is resolved. Nondelivery concerns may be reported through the applicable transaction process because no carrier-confirmed delivery event exists to begin an inspection period.

An eligible return or refund claim may involve:

• an item not received when delivery cannot be proven;
• the wrong item being received;
• an item that is materially or significantly different from the listing;
• an item that arrives damaged or materially faulty; or
• a counterfeit or inauthentic item that was represented as authentic.

A material difference is one that would reasonably affect the purchase, identity, use, condition, or value of the item. A minor or immaterial variation does not establish a covered problem.

Buyer’s remorse, a changed mind, style or color preference, finding a similar item elsewhere, or a fit or sizing issue is not seller fault when the seller accurately described the item and disclosed the labeled size and available measurements. See Buyer Protection, Sections 3 and 4, for the applicable fit and accurate-listing rules.

A return for remorse, fit, preference, or a changed mind is allowed only when the seller’s stated return policy accepts that reason. The seller’s clearly disclosed return terms determine whether original shipping or other seller-provided charges are refundable, subject to applicable law.

A materially inaccurate label, measurement, description, condition statement, or item is evaluated as a listing problem rather than buyer’s remorse.

The buyer must open an eligible claim within the applicable deadline, describe the problem honestly, preserve the item and packaging, and respond to reasonable case deadlines.

Neither the buyer nor seller is automatically presumed right. Review may consider the listing details, messages, photos or video, tracking, carrier information, item condition, payment and transaction records, account history, and any other relevant and reliable information from either side.

The buyer and seller may each provide evidence. An allegation, rating, number of reports, or account size does not by itself decide the claim. Missing, inconsistent, altered, or unreliable evidence may affect the outcome.

When a return is approved, the buyer must use the authorized tracked return process and ship the item by the deadline stated in the case. The return must be sent to the approved return address using the approved method unless PeppermintProfile expressly authorizes another arrangement.

An unauthorized return, delivery refusal, late return shipment, or untracked alternative may cause the buyer to lose return or refund protection. The buyer should not independently send an item back before receiving return instructions.

A return may be waived when shipping the item would be unsafe, unlawful, impractical, or unreasonable under the circumstances. Waiving a return does not guarantee a refund; the available evidence still controls the resolution.

The seller pays for the approved tracked return method when the evidence proves a listing or fulfillment failure attributable to the seller, including a wrong item, material misdescription, undisclosed damage or material fault, seller-caused damage or packaging failure, or a counterfeit or inauthentic item represented as authentic.

For a seller-accepted remorse, fit, preference, or changed-mind return, the buyer pays return shipping unless the seller offered free returns.

Carrier loss or damage may be reviewed under the applicable shipping or insurance protection instead of being automatically assigned to either party.

The buyer must return the original item in materially the same condition received, with the included parts, accessories, tags, manuals, packaging, and other components when applicable, except for the original problem being claimed.

After discovering a claimed problem, the buyer must not use, wash, wear, consume, install, alter, repair, damage, remove parts from, or otherwise materially change the item beyond what is reasonably necessary to inspect and document the problem.

The seller has three calendar days after tracked return delivery to inspect the returned item and report item switching, missing parts or accessories, buyer-caused damage, use, alteration, or another material condition difference, with supporting evidence.

Tracked return delivery alone does not prove that the correct item was returned in the required condition. The refund and claim remain reviewable during the seller’s inspection period.

When the buyer caused a proven loss of value, the resolution may account for the actual loss. A seller may not make an arbitrary deduction, exaggerate a condition difference, or recover more than the proven loss.

Depending on the applicable rules, available evidence, and actual payment and shipping capabilities, a resolution may include:

• a full refund after the approved return is completed;
• a partial refund by agreement when appropriate;
• a replacement or exchange by agreement;
• a refund without return when justified;
• claim denial;
• seller reimbursement or other Seller Protection when eligible; or
• another fair resolution consistent with the applicable policies.

No outcome is guaranteed before the evidence is reviewed. Refunds should ordinarily be issued through the original PeppermintProfile transaction method, subject to actual payment capabilities.

PeppermintProfile may choose to provide goodwill, store, or promotional credit in unusual circumstances. Any such credit is discretionary customer service, not an automatic Buyer Protection entitlement, and one credit does not create a right to future credit.

False claims, item switching, removing or replacing parts, abusive returns, deliberate damage, staged or forged evidence, duplicate recovery, retaliatory claims, coercive demands, or repeated misuse of the return or refund process are prohibited.

Confirmed misuse may result in claim denial, loss of protection, repayment obligations where lawful, warnings, restrictions, strikes, suspension, or removal under the applicable policies. Directly related seller losses or account effects may be corrected when appropriate.

An honest mistake is not automatically fraud. The evidence, circumstances, seriousness, frequency, and relevant account history matter.

Either party may appeal a return or refund decision when they believe an applicable rule was applied incorrectly, relevant evidence was overlooked, or new relevant evidence has become available.

An appeal may affirm, modify, or reverse the decision and may adjust funds or related account effects when appropriate. An appeal does not guarantee a different outcome.