1. About Returns
If a buyer is looking to return an item or get a refund from an order on Wruff Stuff that you supplied, they may contact you or ourselves, in which case we will put them in touch with you. It is important that you address returns and refunds, and you should quickly respond to messages from your buyers. If you’re unable to resolve your issue together, we will help you work together to resolve disputes around orders that are not delivered or are not as described in the listing.
2. Case Eligibility
Eligibility to open a case is based on an order’s estimated delivery date (if applicable) or processing time and “dispatch by” date.
A buyer can open a case for non-delivery or an item being not as described.
A non-delivery occurs when a buyer places an order but does not receive the item. Non-delivery cases include when:
- There is no proof that the item was dispatched to the buyer.
- An item was sent to an address that is not on the Wruff Stuff receipt.
Wruff Stuff doesn’t hold sellers responsible for delivery delays or errors, as long as the seller can prove that they dispatched the item on time to the address on the Wruff Stuff receipt. If the item was dispatched and has a tracking number, you may be able to contact the delivery carrier directly to open a claim.
An item is not as described if the buyer can demonstrate (through photos or other documentation) that it is significantly different from the seller’s listing description and photos. Here are a few examples of not-as-described cases:
- The item received is a different colour, model, version, or size.
- The item has a different design or material.
- The seller failed to disclose that an item is damaged or is missing parts.
- The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
- The item was advertised as authentic but is not authentic.
- The condition of the item is misrepresented (e.g., the item is described as new but is used).
Not-as-described cases can also be filed for late delivery. An order may be considered a late delivery if:
- The item(s) were ordered for a specific date or event.
- The item(s) are rendered useless after that date.
- The seller did not deliver the item(s) according to their processing time or the date agreed upon in Messages.
Note: Wruff Stuff does not hold sellers responsible for delivery delays or errors, as long as the seller can prove that they dispatched the item on time to the address on the Wruff Stuff receipt.
If an item is significantly similar to the seller’s listing description and photos, it is not eligible for a not-as-described case.
3. Your Obligations as a Seller
If a buyer opens a case, you must work with them to resolve the dispute. Each case must remain open until you have reached a resolution. To maintain the integrity of the case system, you can’t encourage or require a buyer to close a case before you resolve a dispute.
Cases may be closed automatically in the following circumstances:
- You issue the buyer a full refund through Wruff Stuff Payments.
- The order’s tracking information shows that the package was delivered to the address on the Wruff Stuff receipt (for non-delivery cases only).
- The buyer closes the case if they are satisfied with the resolution.
You must respond to any open cases.
To resolve a non-delivery case, you need to provide proof of dispatch or a refund to the buyer. Proof of dispatch should show that the item was dispatched to the address given by the buyer when they purchased the item on Wruff Stuff. Proof of dispatch could be:
- A scanned copy of the delivery confirmation or departure information.
- A delivery service receipt.
- A customs form.
- A tracking number and/or tracking information that shows the package was delivered to the buyer.
Wruff Stuff doesn’t hold sellers responsible for delivery delays or errors, as long as the seller can prove that they dispatched the item on time to the address on the Wruff Stuff receipt.
In the unlikely event that a case remains unresolved for more than 365 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.
To resolve a not-as-described case, you must work with the buyer and Wruff Stuff to show that the item was properly described in the listing.
If a case isn’t resolved, buyers can escalate the case to Wruff Stuff ‘s review. We reserve the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system. Wruff Stuff may close or resolve a case due to lack of participation from either party. Wruff Stuff reserves the right to issue a refund to the buyer and recoup funds from your account if payment was made via Wruff Stuff Payments. Wruff Stuff may reopen a previously closed case to further investigate tracking issues or other aspects of the dispute.
4. Ineligible Disputes and Transactions
Some disputes and transactions are ineligible for the case system, including:
- Items that are damaged by delivery carrier (if properly packaged by the seller).
- Items that have been altered, used, worn, washed, or discarded after receipt.
- Items that are received after the agreed-upon delivery date due to delivery delays.
- Items that are returned without a return agreement.
- Items that are accurately described but don’t meet a buyer’s expectations.
- Cost of postage disputes.
- Items that are purchased in person.
- Transactions where payment is not made via Wruff Stuff’s checkout system.