Every order on ReOwn is protected. If your item doesn't arrive, is damaged, or doesn't match the listing, you're covered for a full refund. We hold payment securely until you confirm receipt.
1) Return & Refund Overview
ReOwn facilitates transactions between Buyers and Sellers. Our role is to ensure a fair and secure marketplace for both parties.
Escrow Protection: Payment is held securely by our payment partner until the order is confirmed as delivered and accepted.
Buyer-Initiated Returns: Buyers may request a return or refund within the eligible window if the item has issues.
Seller Responsibility: Sellers are responsible for the accuracy of their listings and the quality of items shipped.
2) Eligible Reasons for Return/Refund
You may request a return or refund if:
✓ Eligible
• Item not received
• Item damaged during shipping
• Item significantly different from listing
• Wrong item sent
• Missing parts or accessories
• Defective / Does not work as described
• Counterfeit or inauthentic item
✗ Not Eligible
• Change of mind (unless seller offers)
• Item used or altered after receipt
• Normal wear and tear on pre-owned items
• Buyer's remorse on bid/offer items
• Perishable goods past return window
• Digital goods / services already rendered
3) Return Request Window
7 Days
Standard Items
From date marked "Delivered"
3 Days
Perishable Goods
Food, flowers, etc.
14 Days
Electronics & Appliances
For DOA (Dead on Arrival)
Note: After the return window closes, the payment is automatically released to the Seller. Late disputes will require direct negotiation with the Seller or escalation to ReOwn Support.
4) How to Request a Return/Refund
1
Go to Your Orders
Navigate to your order history and select the order in question.
2
Select "Request Return/Refund"
Choose from the available reasons that best describe your issue.
3
Upload Evidence
Provide photos or videos showing the issue. Clear evidence speeds up the process.
4
Submit & Track
Your request will be reviewed. You can track the status from your order page.
Seller Responded– Seller has accepted, rejected, or proposed a solution.
Escalated to ReOwn– If no agreement, ReOwn Support will mediate.
Resolved– Refund issued or return completed.
Seller Response Time: Sellers have 48 hours to respond to a return request. If no response is received, the request may be automatically approved in the Buyer's favor.
6) Refund Methods & Timelines
Once a refund is approved:
Original Payment Method
Refund Destination
Timeline
GCash / Maya
Original e-wallet
Instant - 24 hours
Credit/Debit Card
Original card
5-14 business days
Bank Transfer
Original bank account
3-5 business days
Cash on Delivery (COD)
Buyer's GCash or Bank
3-5 business days
7) Return Shipping Costs
Seller's Fault: If the return is due to a seller error (wrong item, defective, not as described), the Seller pays return shipping.
Buyer's Fault/Change of Mind: If the Seller accepts a return for "change of mind" reasons, the Buyer pays return shipping.
Refund-Only (No Return): For low-value items or items not worth shipping back, ReOwn may issue a refund without requiring the physical return.
8) Seller Obligations
Sellers must respond to return requests within 48 hours.
Sellers must provide accurate and honest listings. Misrepresentation may result in automatic refunds and account penalties.
Sellers may set their own "Extended Return Policy" (e.g., 30-day returns) to attract buyers, but cannot offer less than the ReOwn minimum.
Repeated order issues (e.g., high return rates) may result in account review or suspension.
9) Dispute Escalation
If the Buyer and Seller cannot reach an agreement:
The Buyer may escalate the dispute to ReOwn Support.
ReOwn will review all evidence (photos, messages, tracking info).
A final decision will be made within 3-5 business days.
ReOwn's decision is final and binding for the transaction.