How am I protected if I do not receive an item or it is not as described?
What Purchase Protection covers, what it does not, and how to file a claim from your purchase page.
Quick answer
Purchase Protection covers eligible checkout purchases when an item never arrives, shows up damaged, or is clearly different from the listing. There is no extra fee. It is included on eligible orders.
What Purchase Protection covers
Every eligible purchase paid through Reswell checkout includes Purchase Protection at no extra cost. When we approve a covered claim, you get a full refund of the item price and shipping you paid.
- Item never arrives. Tracking confirms it did not get delivered. You get a full refund and do not need to return anything.
- Not as described. The board is materially different from the listing (wrong size, hidden damage, wrong model). Full refund plus a prepaid return label. Your refund releases after the seller confirms they got it back.
- Arrives damaged. Transit damage with photo evidence. Same process as not as described claims.
What is not covered
- Buyer's remorse or change of mind
- Subjective stuff, like the board not riding the way you hoped
- Damage that happens after you receive the item
- Local pickup transactions
- Payments made outside Reswell checkout
- Claims filed more than 30 days after confirmed delivery
Leaving a positive review closes your protection window early, even before the 30 day period ends. Read the full policy at Purchase Protection.
How to file a claim
Open your purchase
Go to Purchases and select the order. Claims are available when the purchase status is confirmed.Tap Refund help
Tell us if you already messaged the seller, then describe the issue with as much detail as you can: tracking numbers, delivery dates, and what is different from the listing.Wait for review
We typically review claims within 3 business days. If approved, refunds go back to your original payment method (card via Stripe, or wallet balance for wallet paid orders).