Buyer protection

What it costs

$0.99 + 2% of the item price, already in the price you see. See Selby’s fees.

What’s covered

The problems you can report, as the order’s page lists them:

• It isn’t as described
• It arrived damaged
• It’s the wrong item
• It’s counterfeit

And a package the carrier loses: when it goes 10 days without news from the carrier (30 when it’s waiting for you to pick it up), you get your money back in full. If the carrier hasn’t scanned the seller’s label within 5 business days, the order is canceled and you get your money back too.

Reporting a problem

Report it on the order’s page, within 72 hours of delivery. For a pickup, report a counterfeit within 72 hours of the handoff. The seller has 48 hours to answer: they can refund you, offer part of the price back, ask for the item back, or decline. If they decline, don’t answer in time, or you can’t agree, Selby’s team decides: it may refund all of the price, part of it, or none.

Returns

When the seller asks for the item back, Selby buys the return label. Get the package to the carrier within 5 business days: a return that isn’t with the carrier in time closes without a refund. Once it arrives, the seller has 48 hours to check it. If they don’t report a problem with what came back, you get your money back in full; if they do, Selby’s team decides. A pickup can’t be returned this way.

Refunds

Refunds go back the way you paid.

What isn’t covered

• Paying, or arranging a sale, outside Selby.
• A change of mind.
• A pickup you accepted at the handoff, unless it’s counterfeit.
• A package the carrier’s tracking shows as delivered. If one didn’t reach you, write to Selby.

If you go to your bank

Report a problem on Selby first: Selby can refund you within days, while a bank’s review can take weeks, and while it’s open, Selby can’t refund you itself. See disputes.