Returns and Refunds
At Secondful, we strive to reflect a good balance between the needs of both the Buyer, who gets quality gear for less and the Seller, who gives a second home to their used gear. We operate with the highest standards and quality check each item before we list and sell it on our platform so you can know and trust that you are getting exactly what you are buying.
We offer a 3-day return policy if you have received an item that does not match the description or there is an undisclosed issue with the item. Since we’re a small sustainable business, we are unable to offer a free returns service at this stage. Returns will incur a charge of AED 10, which will be deducted from your refund. Items labeled as 'No returns on this item' are final sale, meaning they can not be returned once purchased. Please note any handling fees and/or delivery charges paid are non-refundable.
Please initiate and submit a return request via email within 72 hours of the confirmed local UAE delivery time. When more than 72 hours have passed and we haven’t heard back, we’ll assume you are satisfied with the item and you assume full responsibility and liability for the item.
To initiate the return, please write to us at firstname.lastname@example.org with your order number, reason for the return and clear photos of the item in question.
If a return request is made within 72 hours from delivery (as reflected by the delivery timestamp), an item may be eligible for a return if it is not as described in the listing and it is in the same condition and packaging with all parts that you received it in.
The following items will not be accepted for a return request:
- Item(s) listed on as Clearance or Final Sale
- Item(s) listed on as ‘Not eligible for Returns’ or 'No returns on this item'
- Item(s) that have been used or damaged by you
- Item(s) that have minor colour and design variation. Secondful makes the best effort to put up actual product pictures and shall not be liable for minor optical variations due to your monitor’s display between actual product and photograph.
Please ensure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund. If you accidentally sent the wrong item to Secondful, your item will no longer be eligible for returns. If you want the mistaken item back, you must either pick it up from our facility or bear all shipping costs.
If your item is not eligible for a return, don’t sweat it! There is still an opportunity to recover value. You can always re-list the item on Secondful to find another home for it. Simply complete the seller’s form here and we’ll do the rest.
We will evaluate your return request of the item in question as well as any information submitted by you to see if a return is warranted. In some cases, we may ask for additional information beyond reason for return and clear photos of the item. The evaluation process may take up to 7 days from the receipt of the returned item. Please make sure that the product(s) are properly packed when you are returning it.
Approved Returns and Refunds
After we receive your item back and verify your claim, we’ll gladly approve and refund your payment. By default, your refund will be processed automatically as Store Credit which can be used on our Platform or credited back to your original payment method. Refund requests to credit back to original payment methods must be made within three (3) calendar days of return approval and before credits are used. Please write to email@example.com to process your request and allow 7-10 business days for it to reflect in your original payment method.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Note to the Parent Community
As Secondful is a small, sustainable business hoping to serve a growing community of families, we request all our buyers not to abuse the Return process as it may result in account limitation(s) and/or legal action but more importantly it may be detrimental to Secondful’s growth and reputation as your trusted marketplace.