Refund policy

PRISTINE MARKETPLACE REFUND POLICY
Last updated: April 22, 2026

Risk-Free 60-Day Returns

We stand behind every item we sell. You may return your order within 60 days of receipt for any reason — unwanted, damaged, missing, or misrepresented items. Domestic returns include a free prepaid return label at no cost to you.

How to Initiate a Return

Email help@pristinemarketplace.com within 60 days of receiving your order. Please include:

  • Your order number
  • The reason for the return
  • Photos of the item and packaging, if the item arrived damaged or differs from the description

Our team will respond with a prepaid return shipping label (for domestic orders) and return instructions. Returns sent without prior authorization cannot be accepted.

Return Shipping

  • Domestic (U.S.) orders: Return shipping is free. We'll email you a prepaid return label once your return is authorized.
  • International orders: The buyer is responsible for return shipping costs. We recommend using a tracked, insured shipping method, as we cannot issue a refund for items lost in return transit. Any customs duties or brokerage fees incurred on the return are also the buyer's responsibility.

Condition of Returned Items

To qualify for a full refund, items must be returned in the condition they were received, with:

  • All original packaging
  • Any included Certificates of Authenticity (COAs)
  • Authentication holograms intact and undisturbed
  • All accessories, paperwork, and inserts

Items returned with damaged or missing authentication materials, or in condition significantly different from when shipped, may be refused or subject to a partial refund at our discretion.

Refund Processing

Once your return is received and inspected, your refund will be issued to the original payment method. Please allow 2-5 business days after processing for the refund to appear on your account statement, depending on your bank or card issuer. You will receive a confirmation email when your refund is issued.

Undeliverable Packages

If multiple unsuccessful delivery attempts are made, the shipping carrier will return the package to Pristine Marketplace. We will contact you to arrange one of the following:

  • Reshipment at your expense (standard shipping rates apply)
  • Refund of the product cost, less original shipping charges

Non-Refundable Items

The following are not eligible for return or refund:

  • Pre-ordered items: a non-refundable deposit of 20% of the total purchase price is required on all pre-orders. If you cancel or return a pre-ordered item, the 20% deposit will not be refunded.
  • Gift cards
  • Items marked as "Final Sale" or "As-Is" on the product page

Exchanges

We do not process direct exchanges. To exchange an item, return the original for a refund following the process above, then place a new order for the replacement item.

Contact

Questions about a return or refund? Email help@pristinemarketplace.com with your order number and we'll respond within 48 hours during business days.

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