Returns & Refunds Policy

Overview

ReNew Market sells pre-owned, upcycled, and refurbished goods. We always 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 — and on those returns you are refunded in full.

Change-of-mind returns depend on the listing. Every seller chooses, before publishing, whether their item accepts returns. Listings that do are marked “7-day returns”; listings that don’t are marked “Final sale”. Both are shown on the listing page before you buy. On a change-of-mind return of a returnable item you are refunded everything except the original shipping and the return label — the item was sent and comes back at your cost (see Return Shipping).

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

• Change of mind on a “Final sale” listing — including all auction wins and local-pickup purchases. The seller chose this before publishing and it is shown on the listing page before you buy.
• 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.
• The original outbound shipping and the return label on a change-of-mind return — the item price, fees and tax come back, but not the cost of sending it to you or of shipping it back.

A “Final sale” marking only rules out change-of-mind returns. If the item arrives not as described, damaged, counterfeit or never arrives at all, you are covered by the Buyer Protection Policy regardless of that marking, including on auctions.

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, you choose how to ship the item back (a prepaid label we generate, or your own shipment) — see Return Shipping below for who pays. If the seller declines, or doesn’t respond within 48 hours, and you believe the item qualifies under Buyer Protection, open a dispute from the order or contact support — our team reviews the listing, your photos, the seller’s response, and the messaging history.

Return Shipping

After the seller approves your return, you choose how to ship the item back from a short form on your order: a prepaid label we generate for you, or your own shipment. Either way you provide a tracking number and should send it within 5 business days; items shipped much later may be declined.

Who pays for the return label depends on why you’re returning:

• Seller error — not as described, damaged, wrong item, counterfeit, or unsafe. ReNew Market pays for the return label and you are refunded in full, including the original shipping.
• Change of mind — you simply no longer want the item. You pay for the return label. We still buy it for you at our discounted rate and deduct the cost from your refund, so you never handle postage — and you see the exact amount and your final refund before you confirm. This is how eBay and Amazon handle change-of-mind returns.

If a prepaid label would cost more than half the item’s price, we don’t deduct it — instead you ship the item back yourself and pay your own postage, and nothing is deducted from your refund. The return form shows you which options apply and the exact refund for each before you choose.

Separately from the return label: on a change-of-mind return the original outbound shipping is also not refunded, because the item was already sent to you. On a seller-error return you are made whole, including that original shipping.

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, open a dispute from the order (or contact support). A ReNew specialist reviews the listing, your photos, the seller’s response, and any messaging history, and issues a decision. Change-of-mind returns on a “Final sale” listing are not reversible this way — but a not-as-described, damaged, counterfeit or non-delivery claim is always reviewable.

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