Refund Policy
Buy with confidence. Free 30-day returns on most items, and a full refund when anything goes wrong.
In one sentence: If your order doesn???t arrive, arrives damaged, or is significantly not as described, open a dispute within 30 days and you???ll get a full refund.
When you???re entitled to a full refund
- Item never arrived within the seller???s stated maximum delivery window + 7 day grace period.
- Item arrived damaged or broken on opening (provide photos).
- Item is significantly not as described ??? wrong colour, wrong size, missing parts, counterfeit, used when listed as new.
- Item is dangerous, recalled, or illegal in your country.
When you???re entitled to a refund minus return shipping
- You changed your mind ??? refund minus return-shipping if you ship it back within 30 days, in original condition with all packaging.
Non-refundable
- Personalised or made-to-order items (engraved, custom-sized, monogrammed).
- Perishables (food, flowers, fresh cosmetics).
- Intimate apparel and swimwear once the hygiene seal is opened.
- Digital downloads once you???ve accessed them.
- Gift cards.
- Items returned more than 30 days after delivery.
How to request a refund
- Go to My orders and find the order.
- Click Open dispute and pick the reason. Add photos if the item is damaged or wrong.
- The seller has 3 business days to respond.
- If we don???t hear back, or if you and the seller can???t agree, LeadVio steps in and decides within 5 business days.
- If approved, the refund goes back to your original payment method.
How long do refunds take?
| Payment method | Refund speed |
|---|
| Credit / debit card | 5 ??? 10 business days |
| PayPal | 1 ??? 3 business days |
| Bank transfer | 2 ??? 5 business days |
| Apple Pay / Google Pay | 5 ??? 10 business days (back on linked card) |
| Crypto (BTC / ETH / USDT / USDC) | Within 1 hour |
| Cash App / Venmo | 1 ??? 3 business days |
Return shipping
- Free if it???s the seller???s fault (damaged, wrong item, not as described). We email you a prepaid label.
- Your cost if you changed your mind. Use any tracked service ??? keep proof of postage in case the parcel goes missing.
- Return the item in original condition with all packaging, tags, and accessories. Refunds for items returned damaged or incomplete may be partial.
Partial refunds
Sometimes a partial refund is the right answer:
- The item works but is missing a small accessory you didn???t need anyway ??? we refund the value of the accessory and you keep the item.
- You ordered 3, received 2 ??? full refund on the missing one.
- The item arrived with cosmetic damage you can live with ??? we negotiate a partial.
If the seller refuses
You don???t need their agreement. After 3 business days of no response, or any time after they refuse, click Escalate to LeadVio in the dispute. Our team takes over and decides based on the evidence (photos, tracking, original chat). Buyers win ~97% of escalated disputes.
Multiple sellers in one order
If you bought from multiple sellers in one checkout, you open a separate dispute per item. Refunds for delivered items aren???t held up by ongoing disputes on others.
Chargebacks
If you dispute a charge with your card issuer instead of opening a LeadVio dispute, your account is automatically frozen until the chargeback resolves. We always honour the chargeback if you contact us ??? please open a LeadVio dispute first; it???s faster and easier on everyone.
Questions? Email [email protected] with your order number. Last updated: May 17, 2026.