Return an item for a refund

If you've changed your mind about an item you bought or there's something wrong with it, you can request a return.

Once you request a return, the seller should get back to you within 3 business days. If the seller doesn't respond or you're unable to resolve the issue with them, you can ask us to step in and help.

More info on when you can return an item

Many bullionmap sellers accept returns if you've changed your mind. Check the listing in your Purchases to see the seller's full return policy, including how long you have to request a return and any other conditions.

• If the seller states in their return policy that they don't accept returns, you can ask them to see if they'll make an exception
• If the item doesn't match the listing description, or if it is faulty or arrived damaged, you may be eligible for Bullionmap Money Back Guarantee. This means that you can return it even if the seller's returns policy says they don't accept returns

Open a return request

To request a return, select the item you want to send back from your recent purchases above, or use the link below. You can also start a return request from your Purchase history in your bullionmap account.

How to request a return through My Bullionmap

1.  Find the item in your Purchases.

2.  Select Return this item from the menu on the right.

3.  Select your reason for the return and enter a comment about why you're returning it.

4.  If the item arrived damaged, broken, or faulty, you must add at least 1 image (with a maximum of 10) relevant to the reason you're returning the item for, and showing any scratches or defects. Make sure to follow our Images, video and text policy when you're uploading images.

5.  Select Confirm return.

How to return multiple items

How you request the return depends on how you bought them.

• Sets and bundled items – You need to return the whole lot. For example, if you bought a set of paintbrushes, you can't return just one of them.
• Multiples of the same item – You can return some or all of them, but you can only open one return for the order. For example, if you bought five t-shirts from one listing, you can return two, but you won't be able to return the other three later.
• Combined purchases from the same seller – You can return each item individually. For example, you bought three different books from the seller's store and paid for them together at checkout. You need to open a separate request for each book, because they came from different listings.

How the seller may respond to your request

The seller has 3 business days to get back to you. How they can respond depends on the reason for your return:

You changed your mind about an item

Accept your return request and offer a full refund –

You'll return the item and the seller will then issue a full refund – depending on their returns policy, this may or may not include the original shipping cost. Check the seller's return policy in the listing to see who is responsible for return shipping costs.

If the returned item is opened, used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. Learn more about our Condition of returns policy.

Offer you a partial refund and let you keep the item – This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill – say if you ordered the wrong thing by accident.

Offer you a replacement or an exchange – Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund.

Decline your return request – Sellers can decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return.

Send you a message – The seller may ask you for some more details about your return request.

Your item didn't match the listing, or it arrived faulty or damaged

Accept your return request and offer a full refund – You'll return the item in the same condition in which it was received, and the seller will then issue a full refund, including the original shipping cost. The seller will also pay for return shipping.

If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value. Learn more about our Condition of returns policy.

Offer you a partial refund and let you keep the item – This can be a good compromise when you're not completely satisfied with your purchase – for example, if it arrived with a minor scratch – but you're happy to keep it.

Offer you a replacement or an exchange – Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund.

Send you a message – The seller may ask you for some more details about your return request.

When the seller replies, we'll send you an email with details of the next steps. You can also check the progress of your return request at any time.

Send the item back

When your return request is accepted, we'll send an email to your Messages with the subject "Send the item back". Make sure you ship the return by the date in this email to avoid any delays or issues in the refund process.

If you're responsible for purchasing the return shipping label, make sure you use a tracked service and add the tracking number to your return request. If the item being returned has a total cost of $750 or more, it will need to be returned with a signature confirmation.

For more information about who pays for return shipping and how to send the item back, see return shipping for buyers.

Tip
The condition of the returned item is important, so repack it carefully. If you return the item used, damaged, missing parts, or if it gets damaged during return shipping, the seller may deduct an amount from your refund to cover the loss in the item's value

Get your refund

Most sellers refund as soon as they get the item back. If the item has been returned to the seller and they haven't given you a refund after 2 business days, you can ask Bullionmap to step in and help.

Some refunds may take a little longer. You can check the status of your request to find the refund deadline for your return.

Refunds go back to your original payment method and are typically available within 3-5 business days.

Why was my refund less than the amount I paid?

If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. For more details, please see our Condition of returned items policy.

If you're responsible for return shipping costs and you used a label provided by Bullionmap, we'll deduct the cost of the label from your refund.

Get help from Bullionmap

Most of the time if you have an issue with a purchase the seller will be able to solve it for you. However, we're here to help.

Here are the main reasons you might ask us to step in and help on a return:

• The seller hasn't responded to your return request after 3 business days
• The seller responded, but hasn't provided a resolution (for example, they accepted the return but didn't provide a return shipping label)
• You returned the item and it's been delivered back to the seller, but they haven't processed a refund by the refund deadline

Don't leave it too long to ask us to step in and help. We'll automatically close a return request if there's been no activity.

Close a return request

If you've changed your mind and no longer want to return your item, it's easy to cancel your request. Here's how:

1.  Go to your Purchases and find the item.

2.  From the More actions dropdown menu, select See request details and then Close your request.

3.  Select your reason for closing the return from the dropdown, and add details if you want to.

4.  Select Confirm.

If you had already asked Bullionmap to step in, you'll see 'case' rather than 'request'. You can still close it if things are resolved.

You won't be able to re-open the request once it's closed.

Misuse of returns

Buyers may not misuse our returns processes – such as requesting a return and then sending a different item back. See the Abusive buyer policy for more examples of activity that we don't allow.

You can find more information about our requirements for returns and eligibility for coverage in our Bullionmap Money Back Guarantee policy.

Top Takeaway

If the item you received doesn't match the listing, or if it arrived faulty or damaged or any fraudulent activity suspected, you can return it even if the seller's returns policy says they don't accept returns.

Our abusive buyer policy lays out unacceptable buying behaviour.

Buyers may not misuse feedback, returns, buyer protection programs, or payment dispute processes. Our full policy below outlines Bullionmap's expectations for buyer behavior.

Frequently Asked Questions

 How do I report abusive behavior?

You can report a buyer to us by selecting the button below:

Report a buyer

What should I do if I think a buyer is making an unreasonable demand?

You're not required to agree to any extras or changes from the terms of your listing. If a buyer is making demands that are not a part of your original listing, you will be protected from negative feedback and defects when you either deliver the item purchased by the buyer according to the original terms of your listing, or cancel the transaction.

To help us identify buyers who are engaging in unacceptable buying behaviors, please report the abusive behavior

We encourage you to communicate politely and professionally with the buyer.

What is a payment dispute?

A payment dispute occurs when a buyer initiates a chargeback for a purchase transaction with their credit card issuer or payment service provider.

To handle payment disputes on Bullionmap, we’ve introduce a wallet system. And we recommend user to first deposit on their Bullionmap account wallet before proceeding to checkout.

Bullionmap Money-Back Guarantee

Bullionmap Money-Back Guarantee covers most transactions on Bullionmap. It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing.

For all the details of how Bullionmap Money-Back Guarantee works – what's covered, what's excluded, and what buyers and sellers need to do – please read below

Coverage, eligibility requirements, and exclusions

Bullionmap Money Back Guarantee applies when:

1. The buyer doesn't receive an item

Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local pickup option.

If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original shipping costs (if applicable).

Actions & time frames when the buyer doesn't receive an item

Action

The buyer reports that the item hasn't arrived or was not available for collection

Time frames

Earliest:

• Once the estimated or actual delivery/collection date has passed

Latest:

• 30 calendar days after the estimated or actual delivery/collection date has passed

Deciding the outcome when the buyer doesn't receive an item

When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements, we will look for:

• Evidence of successful delivery to the address provided in the Order details, or
• Proof that the buyer collected the item

If we determine that the item was not successfully delivered or collected:

• The buyer will receive a refund for the full cost of the item and original shipping, and
• The seller may be required to reimburse Bullionmap for the amount of the refund

2. The item received by the buyer doesn't match the listing

For example:

• The seller sent the wrong item, or
• The item arrives broken, damaged, or faulty
• The seller doesn't fulfill their return policy as stated in the listing

As a buyer, for your transaction to be eligible for Bullionmap Money Back Guarantee:

• You must complete and pay for your purchase on Bullionmap.co using an eligible payment method at checkout;
• You must meet the requirements specified in this policy, including taking action within the required time frames;
• The item may not be an excluded item or subject to any additional exclusions; and
• You may not seek resolution for the same issue by another resolution method

As a seller, for transactions where Bullionmap Money Back Guarantee applies:

• You are responsible for delivering the item that was described in the listing, honoring your stated return policy, and providing a resolution when a buyer reports a problem with an order
• If the purchase was completed on Bullionmap.co, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different Bullionmap site

Deciding the outcome when the buyer doesn't receive an item

When a buyer reports that they didn't receive an item and the transaction meets our eligibility requirements, we will look for:

• Evidence of successful delivery to the address provided in the Order details, or
• Proof that the buyer collected the item

If we determine that the item was not successfully delivered or collected:

• The buyer will receive a refund for the full cost of the item and original shipping, and
• The seller may be required to reimburse Bullionmap for the amount of the refund

Evidence of successful delivery

We require all of the following to prove a successful on-time delivery:

Tracking number from an integrated carrier which was uploaded to Bullionmap and shows a shipping scan before the latest estimated delivery date;

A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);

The date of delivery or attempted delivery;

The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the one found on the Order details page; and

Return requirements and return shipping

Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy.

Seller return requirements

• When a buyer requests a return for item not as described reasons, the seller must respond within the return request and offer a solution to the buyer's issue
• When a buyer requests a return for remorse reasons, the seller must honor their return policy as specified in the listing
• When the seller is responsible for return shipping, the seller must provide a return shipping label or another return method that is acceptable to the buyer. Bullionmap may provide the buyer with a return shipping label on the seller's behalf and will charge the seller for the cost of the label
• The seller's return address should be up to date in their Addresses in My Bullionmap. If they haven't specified a return address, the item will be returned to the seller's registration address
• The seller must pay any applicable customs fees or duties on the returned item
• When refunding the buyer, the seller must issue the refund through the return request on Bullionmap
• When shipping a replacement or exchange item, the seller must provide the new tracking details to the buyer

Buyer return requirements

• The buyer must return the item in the same condition in which it was received. If the item is returned used, damaged, or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. For more information, see our Condition of returned items policy
• When the seller is responsible for return shipping, the buyer must use the shipping label provided, or other return method agreed with the seller. If the buyer chooses to purchase their own label, they assume responsibility for return shipping, including the cost
• Any images added to a return request must be relevant to the return reason and comply with our Images, video and text policy
• When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on Bullionmap or elsewhere

Return shipping

Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.

Proof of delivery for returned items

Returns should be sent with tracked shipping that can be independently validated.

We require all of the following to prove a successful return delivery:

• A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);
• The date of delivery or attempted delivery;
• The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the seller's specified return address; and

If the party responsible for return shipping does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive.

Refunds and billing for return shipping costs

If the buyer is responsible for return shipping, the return shipping cost won't be included in the refund.

If the seller is responsible for return shipping:

• Return shipping costs will be charged to the seller separately.

If the seller sends funds to the buyer to pay for return shipping, the seller will not be refunded the amount by Bullionmap even if the buyer chooses to not return the item.

Refunds, payment holds and reimbursements

Refunds to buyers

For most purchases, buyers are refunded to their original payment method.

If we're unable to send refunds to the buyer's original payment method, we may provide refunds by another method such as PayPal, or by coupons or Wallet Balance for purchases on Bullionmap.

Currency exchange rate applied to refunds

If a buyer chooses to use Bullionmap currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued.

Bullionmap does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.

Seller payment holds

If a buyer reports that they didn't receive an item or requests a return, or Bullionmap steps in on an Bullionmap Money Back Guarantee case, a seller's funds may be held by Bullionmap as outlined in the User Agreement and Payments Terms of Use.

Seller reimbursements to Bullionmap

If Bullionmap determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, Bullionmap may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use.

If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.

Loss of coverage

Even if a transaction is eligible for Bullionmap Money Back Guarantee, buyers can lose protection if they:

• Voluntarily close a request or case, or
• Open duplicate claims using other resolution methods, or
• Engage in fraudulent or abusive buying behavior, or
• Violate an Bullionmap policy
•  

Duplicate claims

A buyer may not seek resolution for the same transaction under more than one buyer protection program. Bullionmap may close a buyer's Bullionmap Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction.

If a seller loses a chargeback they may be eligible for payment dispute seller protections.

Fraudulent or abusive buyer behavior

Buyers will not be covered by Bullionmap Money Back Guarantee if they make fraudulent claims or engage in activity as described in the Abusive buyer policy. This includes, but is not limited to:

• Colluding with a seller to wrongly declare an item's value for customs
• Filing a chargeback after receiving a refund
• Claiming an item was not received when there is proof of delivery to the address provided on the Order details page
• Falsely claiming an item was not as described
• Opening duplicate cases using other buyer protection programs
• Returning an item other than the original item received
• Using or damaging an item and then returning it

In addition to the consequences described in the User Agreement, we reserve the right to indefinitely suspend an individual's coverage under Bullionmap Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer's ability to request returns or refunds on Bullionmap and account suspension.

Other terms and related policies

• We may provide buyers and sellers with access to each other's contact information in accordance with our User Privacy Notice
• Bullionmap Money Back Guarantee is not a product warranty
• For items shipped through the Global Shipping Program, the program's terms and conditions for buyers describe how members are protected by Bullionmap Money Back Guarantee
• In certain situations, Bullionmap may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer
• We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement
• Buyers and sellers permit us to make final decisions about all cases, including appeals.