Returns & Damaged Items

General approach

Because many marketplace items are donated, pre-owned, vintage, unique, or one of a kind, return eligibility depends on the listing, transaction type, condition disclosure, and applicable law.

Auction purchases

Auction purchases are generally final sale. A review may be requested when the wrong item was shipped, the item is materially different from the listing, qualifying transit damage occurred, or a remedy is otherwise required by law.

Buy Now purchases

A Buy Now listing may state whether returns are accepted or whether the item is final sale. A final-sale designation does not eliminate rights that cannot legally be waived.

Reporting a problem

Customers should contact marketplace support promptly and provide the order number, a clear description of the issue, and photographs or other documentation reasonably needed to review the request. For transit damage, customers should retain the item and original packaging while the matter is reviewed.

Review and resolution

Hope For Paws Foundation may review the listing, order, communications, photographs, tracking, carrier information, and other relevant records. Depending on the circumstances and applicable rights, a resolution may include return authorization, replacement when reasonably available, partial adjustment, refund, carrier-claim assistance, or denial of a request that falls outside the policy.

Refund timing and method

Approved refunds are ordinarily submitted to the original payment method. Bank, card network, and payment processor posting times are outside Hope For Paws Foundation's control, so the Foundation does not promise the date funds will appear in a customer's account.

Shipping charges

Original or return shipping charges may be nonrefundable unless the return resulted from a covered marketplace error, qualifying damage, or applicable law requires otherwise.

Abuse and fraud

Return or damage claims involving suspected fraud, altered items, substituted merchandise, repeated abuse, or material inconsistencies may be subject to additional review and account action.