Buyer Protection & Refund policy
Shop and bid with confidence. If something goes wrong, we step in and make it right.
What’s Covered
- Item Not Received: Your order never arrives.
- Item Not as Described (INAD): Wrong model/variant, undisclosed damage, missing parts, or counterfeit goods.
- Damaged in Transit: Item arrives broken or unusable due to shipping damage.
- Counterfeit: Items proven fake or misrepresented as authentic.
What’s Not Covered
- Buyer’s remorse or “changed my mind.”
- Normal wear on used goods when accurately described.
- Issues reported outside the time windows below.
- Installed/altered items that can’t be returned in substantially the same condition (unless defective).
Time Windows
- Not Received: Report within 3 days after the latest Estimated Delivery Date.
- INAD / Damaged: Report within 7 days of delivery.
- Evidence Upload: Provide photos, unboxing video (if available), and serials within 72 hours of opening a case.
Response & Resolution
- Seller Response: Sellers must respond within 36 hours.
- Resolution Target: Most cases resolve within 5–7 business days after evidence is submitted.
- Escalation: If unresolved, Hustlers United reviews and issues a final decision.
How to File a Claim
- Go to My Account ▸ Orders and select the order.
- Click Open a Case and choose the reason (Not Received, INAD, Damaged, Counterfeit).
- Upload clear photos (packaging and item), tracking screenshots, and any relevant messages.
- Submit. We notify the seller and monitor the response.
Tip: Keep original packaging until your case is closed.
Returns & Shipping
- Seller Fault (INAD/Counterfeit/Damaged): Seller provides a prepaid label or reimburses return shipping.
- Buyer-Initiated Returns: If accepted by the seller, buyer pays return shipping.
- Condition: Items must be returned in the same condition with all accessories.
- Fees: Fees may apply for items returned not in original condition — see Terms & Conditions.
Refund Method
- Refunds are issued to the original payment method in USD.
- Original shipping is refunded when the seller is at fault.
- Once approved, refunds typically post within 3–5 business days (bank dependent).
Chargebacks & Policy Abuse
- Open a case with us before filing a bank chargeback — it speeds resolution.
- Unsupported or fraudulent claims may result in account limitations.
- Confirmed counterfeit or fraudulent seller activity results in immediate removal.
Need Help?
If you have an issue with an order, open a case from your account or contact our support team.