Buyer Refund & Dispute Policy
Last Updated: March 26, 2026
This Buyer Refund & Dispute Policy explains how refunds, returns, and disputes are handled on Triply Vintage (formerly Triply). By making a purchase, you agree to this policy along with our Terms of Service and Privacy Policy.
1. Marketplace Role & Important Notice
- Triply is a marketplace facilitator, not a reseller.
- Items are sold by independent sellers.
- Sellers are responsible for item condition, authenticity, and shipping.
- Triply facilitates payment processing, dispute resolution, and platform enforcement.
- All purchases are considered final unless an eligible issue is reported under this policy.
2. What Full Refunds Include
When a refund is approved, a full refund includes:
- The item price
- The Buyer Protection & Service Fee
- The Shipping & Handling fee
Refunds are issued to your original payment method.
3. Eligible Refund Reasons
Buyers may request a refund only if one or more of the following apply:
Covered (Eligible for Full Refund):
- Item was not as described
- Item arrived damaged
- Item is counterfeit
- Wrong item received
- Item was never shipped
NOT Covered (Not Eligible for Refund):
- Buyer's remorse (changed your mind)
- Fit issues (unless seller's measurements were inaccurate)
- Normal vintage wear consistent with the item's described condition
- Delays caused by carriers after shipment
4. Refund Request Window (Strict)
Buyers must report an issue within:
- 3 days (72 hours) from delivery notification (when tracking shows "Delivered")
Requests submitted after this 3-day window will be denied. This window exists to protect both buyers and sellers.
Automatic Cancellations (No Dispute Required)
If a seller has not shipped within 3 business days of your purchase:
- The order will be automatically canceled
- Full refund (item price + all fees) issued to your original payment method
- No dispute submission required
5. How to Request a Refund
To initiate a refund request:
- Log into your Triply account
- Navigate to Orders
- Select the affected order
- Submit a dispute with:
- Description of the issue
- Clear photos (required for damage or misrepresentation)
Incomplete requests may be rejected.
6. Seller Response Process
- Sellers are notified immediately when a dispute is opened
- Sellers have 24 hours to respond
- Failure to respond may result in an automatic buyer-favorable resolution
7. Dispute Review & Final Authority
Triply will review:
- Listing details
- Buyer evidence
- Seller response
- Shipping and tracking data
Triply has final authority over:
- Refund approval
- Partial refunds
- Return requirements
- Payout adjustments
Decisions are made to protect marketplace integrity.
8. Returns (When Required)
If a return is approved:
- Return instructions will be provided
- Items must be returned in original condition
- Tracking confirmation is required
Who Pays for Return Shipping?
- Buyer pays return shipping for standard returns (fit issues with inaccurate measurements, etc.)
- Seller pays return shipping if the item was misrepresented, counterfeit, damaged, or wrong item sent
When the seller is at fault, the return shipping cost will be deducted from their next payout.
Failure to return an item when required may void the refund.
9. Payment Holds & Refunds
- Seller payouts are held until disputes are resolved
- Approved refunds are issued to the original payment method
- Processing times depend on your bank or card issuer
- Triply is not responsible for bank-side processing delays
10. Chargebacks & Payment Disputes
If a buyer files a chargeback directly with their payment provider:
- The dispute will be handled by Stripe
- Platform decisions may be overridden
- Abuse of chargebacks may result in account suspension
11. Fraud & Policy Abuse
Triply reserves the right to:
- Deny refunds for abuse or fraud
- Suspend buyer accounts for excessive disputes
- Permanently ban users who misuse refund systems
12. Policy Updates
This policy may be updated periodically. Continued use of the platform constitutes acceptance of the latest version.
13. Contact Support
For refund or dispute questions: