Refunds and Disputes
ReTail support policies apply to payments processed through ReTail Protected Checkout; outside payments are not covered by ReTail payment protection.
Last updated: August 10, 2026
ReTail protected checkout
When ReTail Protected Checkout is enabled, ReTail keeps a transaction record and support path for order, payment, refund, cancellation, return, shipping, and payout issues. Submitting a support case does not automatically issue a refund.
Shipping window
Sellers should ship within 5 calendar days of purchase unless a shorter stated handling time applies. If the seller has not shipped within the allowed window, the buyer may request cancellation or refund review through support.
Cancellation
Before shipment, buyers may request cancellation. After shipment, cancellation for changed mind, no longer needed, wrong size purchased by the buyer, or buyer preference change is not guaranteed.
Refund and return eligibility
Refund or return support may be available for significant problems such as materially not-as-described items, wrong item received, item damaged in transit, prohibited or dangerous items, fraud or counterfeit concerns, package never received, or another order issue requiring admin review. Buyer’s remorse is not an automatic refund reason.
Inspection window
Buyers should report significant item-condition problems within 48 hours after confirmed delivery. ReTail does not automatically close legitimate missing-package claims solely because a carrier says delivered.
Partial refunds and return shipping
Partial refunds may be handled by ReTail support/admin where appropriate. If the seller materially misrepresented the item, return shipping should generally be the seller’s responsibility; other cases may be reviewed case by case.
Payments arranged outside ReTail
If users choose to pay outside ReTail, those payments are arranged at their own discretion. ReTail payment/refund protection does not apply because ReTail did not process the payment.
Free items
Free listings do not involve a ReTail-processed payment. Users should still communicate clearly about item condition, pickup, meetup, shipping, or timing.
Rescue donations
Rescue Donation listings are physical goods offered free to eligible verified rescue organizations. ReTail does not facilitate monetary rescue donations at launch and does not determine whether a contribution is tax deductible.
Support
Payment, refund, return, user, payout, and safety concerns should be sent to [email protected] or (877) 514-3697.
Contact ReTail
Use the appropriate ReTail domain email address or customer support phone number so your message reaches the right place.