You have bought an item via the marketplace, but would like to return it? Here you will find all the information about when a purchased marketplace item can be returned and when not.
When can a marketplace order be returned?
- It is a wrong item or a demonstrable fake.
- The item does not correspond to the stated size (e.g. the seller states size 39 for a shoe, but the label says 36).
- The item has defects that do not correspond to the stated condition or were not mentioned. Of course, it must always be decided on a case-by-case basis whether the condition differs from the original description. Often, a defect speaks more for a price reduction than for a return. Please report the problem directly in your order overview My item does not match the description. This way the payment to the seller will be blocked and all further steps will be discussed. Should you not be able to agree, our support is of course available at any time.
In case of return requests or defects, the problem "My item does not match the product description" must always be reported to us within the first 72 hours after you have received your order using the "Report problem" button in the order overview. You can find the button in the My Orders section. Without a problem report within 72 hours, the payment to your seller can no longer be blocked by us and generally no return can be made.
When can a marketplace order not be returned?
The item may and cannot be returned if you do not like the purchased item or if it does not fit despite correct size information. Then, however, it is super easy and recommended to resell the item via Prelved.
How does the return work?
Return if the fault lies with the seller and the item did not match the description:
- Problem message from the buyer within 72 h in My Orders Item does not match the description.
- Dear buyer, please return the item to the sender. You can find the address on the shipping label of the package used. Or you can ask the seller for the address.
- When the item is back, please let our support know and we will cancel the purchase and refund the purchase price to the buyer within 2-3 business days.
- Shipping and return costs must be paid by the seller due to the incorrect product description or worse condition. Please agree on the shipping method and distribution here.
Return if the fault is with the buyer & the return is as a gesture of goodwill:
- Dear buyer, please return the item to the seller at your expense. You can find the address on the shipping label of the package. Or you can ask the seller for the address.
- When the item is back, please let our support know and we will cancel the purchase and return the purchase price to the buyer within 2-3 business days.
- Shipping costs must be paid in full by the buyer. These will not be refunded by us either. We will refund the purchase price.
Otherwise, we hope for a smooth handling of returns. Please always remember that experience shows that no one intentionally describes the items incorrectly or a defect can also be overlooked.
Is there no general right of return at Prelved?
We offer a general right of return on all our Concierge items. You can recognize them by the quality seal. For a return, you can simply initiate the return within 72 hours under My Orders and receive a free return label. You can find all information here.