Returns & Refunds Policy

Overview

ReNew Market sells pre-owned, upcycled, and refurbished goods. We accept returns when an item arrives materially different from the seller’s description, is damaged in ways that weren’t disclosed, or is counterfeit / unsafe. We do not accept returns for buyer’s remorse, fit, or minor cosmetic wear consistent with a used item.

For broader fraud or non-delivery protection, see the Buyer Protection Policy.

Return Window

You have 7 calendar days from the date of delivery to request a return for an item that arrived damaged in transit or significantly not as described. The clock starts when the carrier reports the package as delivered to your shipping address.

Item never arrived? Non-receipt claims follow a different window — between 7 and 30 days after the expected delivery date — and are handled under the Buyer Protection Policy (see Terms of Service §7.3).

Auction Purchases

Auction sales are final. A winning bid is a binding commitment to buy, and the winning bid is charged automatically when the auction closes. Auction purchases are not eligible for buyer’s-remorse, fit, or change-of-mind returns — please bid only what you’re prepared to pay.

Buyer protection still applies. If an auction item arrives significantly not as described, damaged in transit, or never arrives, you have the same recourse as any other order — open a dispute under the Buyer Protection Policy. Final-sale means no remorse returns; it does not waive your protection against fraud or misrepresentation.

Eligible Returns

• Materially different from listing — wrong size, color, model, or material.
• Damage not disclosed — damage that was not visible in listing photos or noted in the description.
• Counterfeit or replica — item is not authentic.
• Unsafe or recalled — fails basic safety; subject to a recall the seller failed to disclose.
• Modifications not disclosed — alterations, repairs, or restorations the seller didn’t mention.

Not Eligible

• Buyer’s remorse — changed your mind.
• Fit, style, or color preference — the listing accurately described the item but it doesn’t suit you.
• Minor cosmetic wear — consistent with a used item; expected at the listed condition.
• Damage caused after delivery — including by you, your household, or third parties.
• Items marked “final sale” — sellers can flag specific listings as non-returnable; this is shown clearly on the listing page before purchase.

How to Request a Return

1. Go to Your Orders and select the order.
2. Click Request a return.
3. Choose a reason and upload 1–3 photos showing the issue. Clear, well-lit photos make resolution faster.
4. Submit. The seller has 48 hours to respond.

If the seller approves, ReNew Market generates a prepaid return label and you ship the item back. If the seller declines or doesn’t respond within 48 hours, ReNew Market reviews the case and decides.

Return Shipping

When a return is approved, ReNew Market provides a prepaid USPS label. You must ship the item within 5 business days of receiving the label and provide the tracking number to ReNew. Items shipped after this window may be declined.

For returns due to seller error (wrong item, undisclosed damage, counterfeit), the seller pays return shipping. For returns based on buyer-side issues that the platform still approves on a case-by-case basis, the buyer pays.

Refund Timeline

• Step 1 — Item received: seller has 48 hours to confirm condition.
• Step 2 — Refund issued: ReNew releases the refund to your original payment method.
• Step 3 — Funds available: most card issuers post the refund within 3–10 business days. Stripe Link / Apple Pay / Google Pay typically post within 1–3 business days.

Total time from approval to funds available is typically 5–14 days, driven mostly by your card issuer’s posting cadence — not by ReNew.

Partial Refunds

In some cases — for example, an item is mostly as-described but has one undisclosed flaw — the seller may offer a partial refund in lieu of return. You can accept the offer, decline and continue with a full return, or escalate to ReNew for review.

If Your Return Is Declined

If the seller declines and you disagree, click Escalate to ReNew in your order. A ReNew specialist reviews the listing, your photos, the seller’s response, and any messaging history, and issues a final decision within 3 business days.

If you believe a decision was made in error, you can contact support with new evidence within 14 days for one additional review.