Buyer Protection
Version 1.1 · Effective August 16, 2026 · Governed by the laws of the State of New York
Document ID buyer-protection@v1.1. The version in force at the time of your purchase is recorded with your order.
Every purchase on TruVault Market — whether you found the item in our shop or brought a deal you arranged elsewhere — runs through the same protected flow: your money sits with a licensed escrow provider until you have the item in hand and have had time to inspect it.
Your money is never paid straight to a stranger
Funds are sent to an independent third-party escrow provider, not to the seller and not to TruVault Market. TruVault Market never holds, transmits or takes custody of your money. The seller is only told that escrow is funded — they are not paid until you accept the item or the verification window closes.
72-hour verification window
Buyers have 72 hours after confirmed delivery to inspect the item and report a qualifying material issue: serial and reference numbers, movement, condition, box and papers, and anything the listing promised. This is an inspection and verification period — it is not a satisfaction, trial or general return period.
A return may only be requested if the item is determined or reasonably suspected to be counterfeit or inauthentic, is materially different from the listing, has significant undisclosed damage or a defect, or is the wrong item. Buyer's remorse, change of mind, fit or style preference, finding the item cheaper elsewhere, and wearing or using the item and then attempting to return it are not qualifying reasons.
Subject to applicable law and TruVault Market's policies, purchases are final once the item is accepted or the verification period expires without an eligible dispute.
TruVault verification tag
Do not remove the TruVault verification tag until you have completed your inspection. Removal, alteration or tampering with the tag may make the item ineligible for a discretionary return or dispute remedy where legally permitted, except where applicable law or other protected rights require otherwise.
Verified sellers and real photographs
Sellers must complete identity and payout verification before they can list or accept a deal, and listings require multiple photographs of the actual item. We do not describe any item as "authenticated" unless an authentication actually took place, and we name who performed it.
What is covered
Report a problem during the verification window if the item never arrives, arrives damaged in transit, is materially different from the listing (wrong reference, undisclosed aftermarket or replacement parts, undisclosed damage, missing box or papers that were promised), or is counterfeit.
What is not covered
Buyer's remorse, a change in market value, wear consistent with the disclosed condition, items collected in person outside the escrow flow, and any payment you send directly to a seller off-platform. If a counterparty asks you to pay outside TruVault Market, stop and report it to support@truvaultmarket.com.
Refunds and fees
Where a dispute resolves in your favor, the escrow provider refunds your original funding method after the item is returned to the seller with tracking, in the condition received. The $25 buyer share of the marketplace fee is only earned on a completed sale — cancelled and refunded orders are never charged. Full details are in the Refund & Cancellation Policy.
How to raise a problem
Use "Report a Problem" on the order page before the verification window closes, or email support@truvaultmarket.com with your order reference. Keep the packaging and all shipping materials; photographs taken at unboxing are the strongest evidence in a dispute.
Submitting a dispute does not automatically authorize a return. TruVault Market will review the claim before issuing return instructions.
Nothing here limits your rights under New York General Business Law §§ 349 and 350.