Return Policy
Please review the Product’s Description page for your item’s specific return policy.
If your item qualifies for return, a return request must be submitted and approved by our Returns Team. Please note that a return request must be submitted for each item you would like to return. You can submit a return request form here. All return requests must be submitted within 30 days of delivery.
If you have any questions or experience any issues requesting a return, please reach out to our Customer Success Team.
Qualified Reasons for Returning an Item
Damaged or Defective
If your item arrived damaged or defective, please do not discard the original shipping container. Provide clear images of the item as well as the original shipping container as it arrived.
Damage claims must be submitted within 48 hours after delivery. Please inspect your Marketplace order once it has arrived.
If your item is defective, please provide a thorough explanation of the defect in your return request.
Received the wrong item
If you received a different item than what you ordered, please hold on to the original shipping container. Please provide an image of the shipping label attached to the package in your return submission.
No longer want the item
If you changed your mind and no longer wish to keep the item, you can return the item as long as it is unused and you have the original shipping container.
Please note that for some items, such as electronics and fragrances, the factory seal of the product cannot be broken. This means that the item must be in its unopened manufacturer’s packaging to be eligible for return.
When returning an item that is not damaged, defective, or the wrong item, the returning party is responsible for the original shipping cost, a $10 return shipping fee, and a 5% restocking fee. Your Perpay account will be credited the remaining balance once the item has been returned.
Requesting a Return
Below are some tips to help you request a return! Following these tips will help you get a smoother return experience. You can request a return here.
Please make sure to hold onto all packaging and shipping materials until the return is processed. Without the packaging, we may not be able to process your return request.
If you haven’t opened a package yet, don’t open it to request a return. Send us photos that show every side of the package/ item in its current state.
Our team needs enough photos to confirm the condition of the item you are returning, and the packaging that goes with it.
When you submit photos, please submit photos of every side of the shipping box. Please also submit photos of every side of the manufacturer's packaging.
If you have opened the manufacturer’s packaging, please send us photos of every side of the item you would like to return.
If you have not opened the manufacturer’s packaging, please do not open it, you can just send photos of every side showing the sealed box.
Provide us all the information we need to understand why you are returning the item.
If the item is damaged or not working properly, tell us about that damage/ defect!
If an item is working fine but doesn’t fit your needs, you can include that in your submission.
If you got an item different than the one you ordered, let us know what you were expecting.
Finally if you just changed your mind and don’t want your order anymore, you can let us know that too.
Giving us as many photos and as much info as possible will help make sure you get the quickest, easiest return experience possible.
Exchanges
If you changed your mind about your item or need a different size, please initiate a return for a refund through our returns process, and then place a new Marketplace order for the desired item.