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At PeerMetals, we handle refunds fairly and promptly. This article explains when you can get a refund, how much is refunded, and how long it takes to reach you.
Before an order ships: you're refunded the order total minus the processing fee. This includes shipping, sales tax, and any Shipping Insurance or signature confirmation you paid for.
After an order ships: you're refunded the item price and sales tax. Shipping, signature confirmation, and Shipping Insurance are not refunded, because the package was already mailed with those services.
Processing fees are never refunded.
Refunds go back to the payment method you used at checkout.
Changed your mind? Returns for buyer's remorse are up to the seller.
Order cancelled before it ships. See Cancelling an Order below.
Package lost in transit and never delivered. See Lost, Stolen & Damaged Packages.
Item damaged in transit. See Lost, Stolen & Damaged Packages.
Tracking says "Delivered" but you never got it. PeerMetals reviews these cases and decides the outcome. See Lost, Stolen & Damaged Packages.
Item significantly not as described in the listing.
Wrong item received.
Missing items from a multi-item order.
Counterfeit items that are not authentic as listed.
Open your order from the Orders page and select Report a Problem. Choose the reason that fits and include photos or screenshots.
Report problems before the order is verified. Orders are verified automatically 3 days after delivery. After that, the Report a Problem option is no longer available and payment is released to the seller.
Don't verify an order until you've checked the item.
For not-as-described, wrong item, or counterfeit claims, PeerMetals decides case by case whether you need to send the item back first. If a return is required, we'll send you instructions and a prepaid return label. Keep the item and all packaging until your case is closed.
Orders can only be cancelled before they ship. To cancel, message the seller through PeerMetals messages or contact support as soon as possible.
If the cancellation is approved, you're refunded the order total minus the processing fee.
Once a package has shipped, it can't be cancelled.
If your item arrived as described but you've changed your mind, whether to accept a return is up to the seller. Message the seller through PeerMetals messages to ask. If the seller agrees, you're usually responsible for return shipping. Because the order already shipped, the original shipping, signature confirmation, Shipping Insurance, and processing fee aren't refunded.
Refunds before shipping (for example, a cancelled order) cover the order total minus the processing fee. That includes the item price, shipping, sales tax, and any Shipping Insurance or signature confirmation you paid for.
Refunds after shipping (lost packages, damaged items, and approved claims) cover the item price and sales tax. Shipping, signature confirmation, and Shipping Insurance aren't refunded once a package has been mailed, even when the order is refunded in full.
Partial refunds (for example, one item missing from a multi-item order) cover the price of the affected items.
Wrong or incomplete address entered by the buyer: if the package is returned to the seller, you're refunded the item price and sales tax. You can also pay to have it reshipped.
Processing fees are never refunded.
Coupon discounts aren't refunded as cash. Your refund is based on what you actually paid.
In some cases, buyer and seller agree on a partial refund instead of a full one.
Once a refund is issued, the time it takes to show up depends on how you paid:
Credit/Debit Cards, Apple Pay, Google Pay, Link, Cash App Pay, Amazon Pay: typically 5–10 business days.
Bank Transfer (ACH): typically 5–10 business days.
Affirm, Afterpay, or Klarna: the refund goes to your payment plan provider, which updates your plan balance. Contact the provider with questions about your plan.
Crypto: timing varies. If you paid with crypto and have questions about your refund, contact support.
If you haven't received your refund after 10 business days, check with your bank or card issuer first, then contact us.
Open the order on your Orders page. Refunded orders show a Cancelled status. You can follow any open case from the case page linked to your order.
When a refund is issued, the seller isn't paid for the refunded amount.
If you've already been paid for the order, the refunded amount is added to your account as a negative balance and taken out of future payouts.
If a return label is issued because of a problem with your order, its cost is also charged to your account.
For insured orders, see Lost, Stolen & Damaged Packages to learn how insurance claims affect your payout.
If you have questions about a refund, visit our Contact Us page and include your order number. Our support team is here to help!
