Receive your item as described or your money back.
A buyer and seller are covered under our Purchase Protection Guarantee when an item is purchased through HopUp Payments. Items offering purchase protection show a blue banner "This item is covered by Payment Protection" under the item image.
*Note: If you want to purchase an item that does not offer protection, it's ok to ask a seller to re-list their item and offer purchase protection.
How it works
If a seller fails to ship within 5 days of purchase, the buyer can contact support for a full refund.
A seller is only paid when 3 days has passed since delivery of their sold item or when the buyer writes a review, completing the transaction.
Any issues with an item upon delivery are covered under the following terms.
- Please note that, unless otherwise stated, the buyer is responsible for covering any shipping fees when returning an item that has been covered under Purchase Protection.
What is covered
- An item is received not as described or has undisclosed damages not occurring during shipping (see 📦 Note.)
- An incorrect item is received
- An item is never shipped
- An item is shipped to an address other than the shipping address provided at checkout
- An item is indicated as lost in transit by the shipping carrier for 20 days or more
📦 Note: Returns due to damage during shipping are evaluated per claim.
What is not covered
- The item is prohibited by HopUp
- The buyer doesn't like the item or it does not fit
- The purchase was made using a payment system outside of HopUp
- The buyer modified or used the item
- The buyer damaged the item after the item was received
- The item was stolen or otherwise not found after being delivered as indicated by the carrier's tracking page
- The item arrived late due to reasons out of the seller's control, such as carrier delays
- The buyer reported the issue more than 3 days after the item was delivered
- The buyer entered the wrong address at checkout and the item was shipped to that address
How to use it
- Within 3 days of receiving the item, the buyer should report an issue to HopUp and the seller via the transaction in-app.
- To report the problem, the buyer should navigate to: Profile > Buying > Tap/Select the order > Tap "Report a problem," then follow the on-screen instructions. This must be completed within the app for any HopUp Payments order.
- Note: Simply messaging the seller or HopUp Support about the issue is not sufficient to open a dispute within 3 days of delivery. Buyers must open a dispute as instructed above ⬆️, otherwise this policy has no effect.
Important Notes about Disputes
- The full policy on disputes and How-Tos can be found here.
- If a buyer and seller cannot come to an agreement for resolution, either party can reply to the email sent by HopUp Support when the dispute was opened to receive assistance.
- If 7 days has passed and HopUp Support has not received any info regarding the dispute, the dispute will be resolved in the seller's favor and closed. Either party can contact us to request more time.
- Once a dispute is resolved between buyer and seller, the buyer should indicate this via the transaction detail screen. Disputes cannot be reopened once closed.
- 🚨 Don't allow a seller to convince you to resolve a dispute before they can refund you or ship you a missing item. Only HopUp Support can do this.
If you have any questions about Buyer Protection, please contact us.
Related articles: Seller protection, Disputes on purchased items