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GlassPass Return, Refund and Cancellation Policy

GlassPass Return, Refund and Cancellation Policy

Last Updated: 01/01/2024

We want you to be fully satisfied with every Item that you purchase through our platform. GlassPass will accept a return and/or refund of your purchase price, less the original shipping and handling costs, and the buyer protection fee, provided such return is made in compliance with this Return Policy. In the event of a refund, GlassPass will retain the 2% Buyer Protection Fee as stated in the Fee Policy.

Buyers: GlassPass will allow you to request a refund or return an Item if the Item was never shipped by the Seller, if the Item you receive is Not As Described on the Service, if it is damaged during shipment, or the shipment is lost. Only in these cases may a Buyer request a return or refund (as applicable). “Not as Described” only includes: scratches, stains, cracks, incorrect size, and in some cases, color. Buyers are NOT eligible for refunds if they are unsatisfied with the item, only if there is an error described above. If there is a dispute that requires the original artist’s input, whatever the artist says is considered binding. The Buyer must request a permitted return or refund through the Service by opening a Dispute within the Service, using the Dispute button displayed on the Order Screen, within 48 hours (or 2 business days) of receipt of the Item (as determined by the tracking information submitted by the Seller). For example, if the Item is received on a Monday, a permitted return must be requested no later than by midnight Wednesday.

The Buyer must use GlassPass’s in-app Dispute system, which is located on the Order page of the item purchased, for a Dispute to be eligible for submission. If the Buyer does not open a dispute using the Dispute system within GlassPass within the specified return window of 48 hours (or 2 business days), the Buyer is unable to request a refund, return, or open any dispute. Contacting GlassPass via phone call, text message, email, or direct message through any platform does not constitute opening a dispute: all disputes must be made within the GlassPass app to be successfully submitted. Any dispute or return request made by a Buyer outside of the 48 hour (or 2 business day) time period is null and void, and will not be accepted or eligible for a refund. Buyer acknowledges that any refund requests, disputes, or returns made outside of the return period cannot be charged back. Payout is automatically sent to Seller after the return period of 48 hours or 2 business days, which prohibits the Buyer from opening any dispute or requesting any form of refund. The Buyer maintains full responsibility for examining the item and ensuring it is in the same condition as described in the listing details, including that the item meets all criteria for acceptance so payout can be sent to Seller.

Any claim for a return or refund must be accompanied by a complete unboxing video that begins BEFORE the package is opened and shows a complete picture of the box being opened. The Unboxing video must be submitted to GlassPass by the Buyer within the 48 hour (or 2 business day) return period for a dispute to be eligible for submission. Please refer to our Unboxing Guidelines for full details. The Buyer is responsible for recording and creating a video of the unopened box containing the Item before it is opened, and throughout the opening process. A clear, uncut, and unaltered video of the entire unboxing process from before the box is opened to after the Item is unwrapped is required to make any claim for a return or refund. Before commencing the unboxing video, the box must still be sealed as it was when it left the Seller’s possession. This video acts as your protection and proof that the item was damaged before it arrived to you. Any suspicion of tampering with the package (such as opening it and reclosing it) is grounds for dismissal of proof.

Item Not As Described

An Item is Not As Described if the Buyer can demonstrate that it is significantly different from the Seller’s listing description or photos. Here are a few examples of an Item Not As Described:

  1. The Item received is a different color, model, or size.
  2. The Item has a different design.
  3. The Item is damaged or is missing parts.
  4. The Buyer received the incorrect quantity of Items (e.g., the Buyer purchased two Items but only received one).
  5. The condition of the Item is misrepresented (e.g., the Item is described as new but is used).

Electronic devices have unique requirements for ensuring the item works as described: \ For electronic devices, the buyer is required to test the functionality upon receipt. The buyer should test that the item turns on & off, charges properly, and the item's main feature(s) works properly. If the item does not function as described and the seller cannot provide a valid warranty, the buyer may open a dispute for a refund. The Buyer must test the functionality within the 48 hour or 2 business day return period. If the Buyer does not verify the device works properly within the 48 hour return period, any disputes or refunds/returns will be denied.

Simply being unsatisfied with the order DOES NOT warrant a refund or return.

The Buyer’s Refund from a dispute for Item Not As Described upon delivery will not be issued until the Item is returned to Seller. The Buyer will only receive their refund once the item has been shipped back to the seller and is delivered to the proper return address as indicated by the Seller. If an item is received Not As Described, and a return is warranted, the return shipping cost is to be paid by the seller. The Seller has the option to allow the Buyer to keep the item and still get a refund, if the Seller decides they do not wish to receive the item back from the Buyer.

Payment for Shipping Costs for Refunds/Returns

  • If an item is deemed not as described, and the Buyer requests a return for the item, the Seller is to pay the return shipping cost. The buyer will be refunded in full, minus the 2% buyers protection fee.
  • If a package is refused/not signed for and successfully returned to sender, the original shipping cost will be deducted from the Buyer's original payment and sent to the Seller.
  • Under no circumstances should the Seller request additional payment from Buyer to ship the item after the payment has been made, and the Buyer is not required to pay any extra costs for shipping or any other service after the original payment has been made. Sellers must include all potential shipping costs in the Shipping Cost field when making a listing.

Buyer Protection Fee Retention Scenarios

  • If a buyer is being refunded for an item that arrived not as described, GlassPass will refund your purchase in full, minus the 2% buyers protection fee.
  • If a buyer is being refunded for an item that was lost in transit, GlassPass will refund your purchase in full, minus the 2% buyers protection fee.
  • If a buyer is being refunded for an item related to a non-delivery claim, and the seller opted out of a signature on delivery, GlassPass will refund your purchase in full, minus the 2% buyers protection fee.

Partial Refunds

  1. Partial Refunds Agreement:
    1. In cases where an item is not as described, both the buyer and seller have the option to negotiate and come to an agreement on a partial refund amount instead of Initiating a full refund and return process.
    2. The partial refund amount should be based on the extent of the discrepancy and the impact on the item’s value or usability.
    3. Both parties should communicate and reach a mutual agreement on the partial refund amount before proceeding with the refund process.
    4. GlassPass is able to provide recommendations on a reasonable partial refund amount based on a case by case basis, using GlassPass’s historical transaction data as reference for the change in value of the item. However, GlassPass only provides recommendations for the Buyer and Seller to agree on a partial refund amount. GlassPass will not force a certain amount for a partial refund. GlassPass will ask both parties what they expect for a partial refund, and use those numbers as starting points to help the Buyer and Seller reach a mutual agreement.
  2. Refunds Process:
    1. If the buyer and seller agree on a partial refund amount, GlassPass will subtract the agreed-upon partial refund amount from the original payout set to be received by the seller.
    2. The remaining payout amount will be issued to the seller, reflecting the partial refund deduction.
  3. Return of the Item:
    1. If a partial refund amount cannot be agreed upon by both parties, the item will be returned and the transaction will be refunded, with the return shipping costs paid by the seller, unless otherwise agreed upon between the parties.

This policy applies specifically to situations where an item is not as described. Other refund policies may apply to different scenarios, such as non-delivery.

Item Lost in Transit

  1. Definition of Lost Package:
    1. A lost package refers to a shipment that has not been delivered within the expected timeframe and cannot be located by the shipping provider's tracking system.
    2. A package is considered lost if it has been in transit for longer than 14 days beyond the estimated delivery date provided by the shipping provider.
  2. Seller’s Responsibility:
    1. If a package is deemed lost as per the defined criteria, it becomes the responsibility of the seller to take appropriate action.
    2. The seller should initiate a missing mail request with the corresponding shipping provider as soon as it becomes evident that the package is lost.
    3. The missing mail request should include all relevant information, such as tracking number, shipping details, and any supporting documentation required by the shipping provider.
  3. Resolution Process:
    1. After submitting the missing mail request, the seller should allow the shipping provider up to 72 hours to investigate and resolve the issue.
    2. If the shipping provider does not provide a resolution within the given timeframe, GlassPass will proceed with issuing a refund to the buyer, and the seller should file an insurance claim with the shipping provider to recover lost funds.
    3. The refund should cover the full amount paid by the buyer, including the item’s cost and any associated shipping fees.
  4. Insurance Claim:
    1. Following the refund to the buyer, the seller should initiate an insurance claim with the shipping provider, if applicable.
    2. This process aims to recover the financial loss incurred due to the lost package.
    3. The seller should provide any necessary information or documentation required to support the insurance claim, and GlassPass will provide any additional information that may be needed.
  5. Delivered Item After Refund:
    1. In the event that a lost package is delivered to the buyer after the refund has been issued, the buyer is responsible for paying for the received item.
    2. Failure to reimburse the seller for the received item may result in a reconsideration of the users standing on GlassPass.
    3. Consequences may include, but are not limited to, account suspension, limitations on future purchases, or other appropriate actions as determined by GlassPass.

GlassPass assumes no direct responsibility for lost packages during transit. However, we encourage sellers to promptly address lost package issues by following this policy and cooperating with the shipping provider to ensure satisfactory resolution for all parties involved.

By using GlassPass, sellers and buyers agree to comply with this lost package policy and understand the processes and responsibilities associated with resolving such incidents.

Signature on Delivery

  1. Signature on Delivery Definition:
    1. Signature on delivery refers to a shipping method that requires the recipient to provide a signature as proof of receiving the item.
    2. This additional security measure can help protect sellers in the case of theft or if a buyer falsely claims they did not receive an item.
  2. Optional Signature on Delivery:
    1. The use of signatures on delivery is heavily encouraged, but optional for sellers on GlassPass.
    2. Sellers have the choice to opt for signature on delivery, however, they are not required to use signature on delivery for every shipment unless specified by the buyer, or if it is mandatory for certain high-value items.
  3. Seller Responsibility:
    1. If a seller opts out of using signature on delivery for a shipment, they assume all responsibility in the event of theft or claims made by the buyer that the item was not received.
    2. In such cases, GlassPass cannot intervene or provide assistance in resolving disputes related to non-delivery.
  4. Buyer Responsibility:
    1. If a buyer opts out of using signature on delivery for a shipment, they assume all responsibility in the event of theft or claims of non delivery.
  5. Dispute Resolution:
    1. In the event of a dispute regarding non-delivery, the burden of proof lies with the seller if they did not use signature on delivery.
    2. Sellers should provide any available evidence, such as shipping documentation or tracking information, to support their case and verify the delivery of the item.

GlassPass is not liable for any losses incurred due to theft or claims of non-delivery when a seller has chosen not to use signature on delivery.

It is recommended that sellers carefully evaluate the value and nature of their shipments to determine whether using signature on delivery is necessary to mitigate the risks associated with non-delivery claims.

Cancellations

If you are a Seller and are unable to complete a transaction, you must notify the Buyer and cancel the transaction. If the Buyer has already submitted payment, you must issue a full refund. Keep proof of any refunds in the event a dispute arises. Contact GlassPass at support@glasspass.com so we can refund the buyer for you.

If you are a Buyer who would like to request a cancellation, please contact the Seller directly and alert GlassPass by emailing support@glasspass.com. All cancellations must follow these policies:

  • The Buyer has not yet received their Item. (Received orders don’t qualify for cancellation.)
  • The Seller refunds the Buyer in full, except as described above.
  • The cancellation meets all of GlassPass’s policies.

Sellers: You must ship the Item(s) according to our Shipping Guide, and as safely as possible. An Item must be packaged in the proper materials as described in the Shipping Guide. If the Item arrives broken or damaged, you will not receive your payment. If you do not send the Item as it was described on the Service or do not send it at all, you will not receive your payment.

To be fully protected, Sellers must:

  1. Follow the GlassPass Shipping Guide
  2. Film and document the entire packaging process
  3. Get postal insurance for full amount of order
  4. Require adult signature upon delivery to confirm receipt by Buyer

A Seller may cancel a transaction under the following circumstances:

  • The Buyer did not pay. (The Seller may flag a Buyer for a payment not received, chargeback, or canceled payment.)
  • Both the Buyer and Seller agree to cancel the transaction before shipment, and the Seller has issued the Buyer a full refund.
  • The Seller has decided to refuse service to the Buyer, and if the Buyer has already paid, the Seller has issued a full refund, including shipping.
  • The Buyer did not receive the item(s) ordered, even though the Seller has provided proof of shipping, and the Seller has issued a refund for the Item. (Refunding shipping is optional.)
  • The Buyer and Seller agreed that the Buyer could return the Item to the Seller for a refund. The Seller has received the returned item and issued a refund to the Buyer for the Item. (Refunding shipping is optional.)

All cancellations must follow these policies:

  • The order meets one of the above criteria.
  • The Buyer has not yet received their item. (Received orders don’t qualify for cancellation unless Seller agrees Buyer may return the Item.)
  • The Seller refunds the Buyer in full, except as described above.
  • The cancellation meets all of GlassPass’s policies.

Trusted Sellers Trusted Sellers are expected to follow all of these policies should there be a dispute with a buyer. Failure for a trusted seller to refund a buyer if required may result in a ban and monetary consequences. Trusted Sellers may have their status removed for any reason as deemed appropriate by GlassPass, including but not limited to, violating any of the rules, guidelines, or processes set in place by GlassPass, taking payments outside of the app, non-response, etc. without reason.

Consequences for Unauthorized Cancellations and/or Flakes

  • All cancellations, flakes, and refunds are recorded by GlassPass on a user’s account. These records are used to suspend, ban, or remove a user’s account if deemed necessary by GlassPass.

Please contact us at support@glasspass.com if you have any questions.