Refund & Cancellation Policy

Every escrow-backed order includes a 72-hour buyer verification window that begins on confirmed delivery. During that window the buyer may accept the item and release funds, or report a qualifying problem. If the buyer does nothing, the order is automatically marked Accepted / Verification Complete and funds release to the seller.

The verification window is for authenticity, condition and listing accuracy only. It is not a satisfaction or buyer's-remorse return period. A return may only be requested where the item is counterfeit or reasonably suspected to be inauthentic, materially different from the listing, significantly damaged or defective in a way that was not disclosed, or the wrong item. Subject to applicable law, purchases are final once the item is accepted or the verification period expires without an eligible dispute.

Either party may cancel before escrow is funded at no cost. After funding and before shipment, an order may be cancelled by mutual agreement or by TruVault Market where a listing is found to be inaccurate, prohibited or unavailable; escrowed funds return to the buyer.

Once an item has shipped, cancellation is handled as a dispute rather than a unilateral cancellation.

Refunds are issued by the escrow provider to the buyer's original funding method. Where a dispute is resolved in the buyer's favor, the item must be returned to the seller in the condition received, with tracking, before funds are returned.

Nothing here limits a buyer's rights under New York General Business Law §§ 349 and 350 in cases of deceptive or misleading conduct.

• Sale completes: The flat $50.00 fee is collected once escrow releases — $25.00 from the buyer, $25.00 from the seller's payout.
• Cancelled before funding: Nothing is charged. No fee is owed by either party.
• Cancelled after funding: The buyer's half is returned in full with the escrow refund, and no fee is taken from the seller.
• Dispute resolved for the buyer: The order is refunded and the full marketplace fee is returned to both parties.
• Dispute resolved for the seller: The sale is treated as completed and the fee applies as normal to both halves.
• Item returned by agreement: Refund is processed through escrow and the marketplace fee is fully waived; third-party escrow and shipping charges are not refundable by us.

Open the order page and use "Report a Problem" before the verification window closes, or email support@truvaultmarket.com with your order reference. You will be asked to select a qualifying reason and provide a written explanation, photographs and supporting evidence. Submitting a dispute does not automatically authorize a return — TruVault Market reviews the claim before issuing return instructions. Disputes opened after funds release are handled at the escrow provider's discretion.