Problems, returns, and claims

Most sales go smoothly. When they don't, here's how it works.

The buyer's claim window

After an item is delivered, the buyer has 7 days to report a problem — for example, it never arrived, or it wasn't as described. A buyer can also report a "never arrived" problem before delivery. Once that window closes, the order is considered complete.

What happens when a buyer reports a problem

We review the claim and work it out with both sides. If a refund is warranted, we handle it — a refund comes out of the sale, so a refunded sale isn't one you keep. We'll email you so you're never in the dark about an order.

Because payouts follow Stripe's 14-day schedule, a claim usually lands while the funds are still being held, so a refund simply comes from there. In the rarer case where a claim arrives after you've already been paid out, we'll contact you to sort out the difference.

How to avoid claims

• Describe condition honestly, including any flaws, in the listing.
• Use clear, accurate photos.
• Pack carefully and ship on time (see Shipping a sold item).

Questions about a specific order? Email contact@theaisleexchange.com — a real person answers.