⚠ Template only, not legal advice. Have a lawyer review before launch. Last updated October 13, 2026.
Buyer Protection & Refund Policy
Every purchase includes Buyer Protection ($0.70 + 5% of the item price).
How your money is protected
We hold your payment and only pay the seller after you tap “Everything is OK”, or automatically 2 days after the carrier marks it delivered if you don’t report a problem.
You can get a refund if
- the item never arrives (if there’s no delivery scan about 10 days after purchase we refund you automatically),
- it arrives damaged,
- it’s significantly not as described, or
- it’s counterfeit or a bootleg.
How to report
Before you confirm the order (and within 2 days of delivery), open My purchases and tap “I have a problem”. Pick a reason, describe it and add photos. The payout is paused.
What happens next
The seller has 3 days to accept a refund or reply. If they accept you get a full refund (item, shipping and protection fee), sometimes with a prepaid return label. If they disagree or don’t answer, our support team reviews the case and may give a full or partial refund or release the payment to the seller.
Who pays for a refund
The seller does. Refunds for lost, damaged, not-as-described or counterfeit items, and any return postage, are recovered from the seller (from their held payout, their payout account, or their future sales). You always get your money back from Carver’s Hollow first, so you never have to chase the seller.
Not covered
Changing your mind, items you confirmed as OK, problems reported after the window closes, and payments made outside Carver’s Hollow.
Card chargebacks
Please use “I have a problem” first. Filing a chargeback freezes the order until your bank decides.