Refunds & Cancellations
AX Support Team
Last Update för 7 dagar sedan
If something goes wrong, AthleteXchange helps resolve it fairly for both buyers and sellers.
For Buyers
When can I get a refund?
You may be eligible for a refund if:
- You may be eligible for a refund if:
- Your item was never shipped
- Your item arrives damaged
- Your item is significantly not as described
How to request a refund
- Open your order in the Buyer Inbox
- Start a dispute in the sale chat
- Then email us at [email protected] with your order details and photos.
Important
- You have 3 days (72 hours) after delivery to report an issue
- Items must not be used
- Keep the item and its packaging until the dispute is resolved
- Don’t mark the item as received if there’s a problem
Returning an item
If your refund is approved because the item arrived damaged or is significantly not as described:
- You’ll need to send the item back to the seller. We’ll tell you how.
- The seller covers the cost of return shipping
- Your refund is released once tracking shows the item has been delivered back to the seller
Changed your mind?
Refunds are not guaranteed if you simply change your mind.
In this case, you’ll need to work directly with the seller to find a solution. The Buyer Protection Fee is not refunded.
For Sellers
Cancelling an order
Orders can be cancelled before the item is shipped. To cancel, email [email protected] with the item details and order price, and our team will process the cancellation.
Refunding a buyer
Refunds must be processed before the order is completed. To issue a refund, email [email protected] with the order details, and our team will handle the refund. Once refunded, the item will need to be re-listed.
If a buyer raises an issue
- The buyer must submit a dispute with evidence
- AthleteXchange reviews both sides before making a decision
- See Handling Issues & Disputes for how disputes are resolved
Returns
- If a refund is approved because the item arrived damaged or is significantly not as described, you cover the return shipping. The item comes back to you, and the buyer is refunded once tracking shows it has been delivered back.
- Change-of-mind returns are up to you. If you agree to one, the buyer pays the return shipping.
Shipping-related issues
- Orders in transit are not refunded unless confirmed lost by the carrier
- Tracking is used as proof of delivery
How refunds are processed
- If approved, the buyer is refunded via their original payment method, or bank transfer.
- The buyer protection fee is also refunded
- Sellers will not receive a payout on refunded orders
That’s it - clear process, fair outcomes, and support when you need it.