PurvX Returns and Cancellations Policy

Last updated: 13 Nov 2024.

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Returns Policy (Sales Only)

The following guidelines apply only to sales of items, not rentals. Sellers may set their own return conditions, but PurvX ensures the protection of both parties under certain conditions. Below are the two types of return policies sellers can choose:

1. Final Sale - No Returns/No Exchanges

   • If a seller designates an item as "Final Sale," it is non-returnable and non-exchangeable.
   • Exceptions for misrepresentation can still apply (see the section on "Item Misrepresentation").

2. Accepts Returns/Exchanges

   • If a seller allows returns or exchanges, buyers must follow the specific return conditions outlined in the item listing.

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Item Misrepresentation (Sales Only)

If you receive an item that is significantly different from the seller's description or listing, it may be eligible for return or exchange, even if the seller’s return policy indicates otherwise. Items are considered misrepresented in the following cases:

• Undisclosed damage or defects not mentioned in the description.
• Incorrect or missing items: The item received does not match the description or key components are missing.
• Item is not as described: The item received differs significantly from the details in the listing.
• Counterfeit or inauthentic items: The item is not genuine or is counterfeit.

If the item meets these criteria, initiate a return authorization by contacting the seller through the PurvX messaging system. If the seller does not respond or refuses a verified return request, escalate the issue to PurvX Support. PurvX may issue a refund on behalf of the seller and enforce action on the seller’s account.

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Return Process (Sales Only)

If you wish to return an item due to item misrepresentation or any issue, please follow the steps below:

1. Contact the Seller: Initially, try to resolve the issue directly with the seller by contacting them through the PurvX messaging system.
2. Escalate to PurvX Support: If the seller cannot resolve the issue or if you are dealing with item misrepresentation, escalate the issue to PurvX Support by contacting hello@purvx.com. Provide supporting photos and a detailed description of the issue.
3. Return Approval: PurvX will verify your claim and decide whether to approve the return. If the return is authorized, you will need to ship the item back to the seller within 5 days of receiving approval.
4. Proof of Shipment: Keep proof of shipment and provide the tracking information to both the seller via PurvX messaging and to PurvX Support.
5. Refund Processed: Once the item is received and verified by the seller, your refund will be processed. Refunds will be issued to the original payment method.

Disputes must be reported to PurvX within 3 days of the delivery date. If the seller does not acknowledge a valid return request, PurvX will mediate and may issue a refund under Purchase Protection.

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Cancellations Policy

The cancellation terms differ between sales and rentals. Please review the conditions below:

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Sales Cancellations

Buyers may cancel an order before the item has been shipped by the seller. To cancel, the buyer must message the seller directly or contact PurvX Support. Once the item is shipped, cancellations will no longer be accepted. After shipment, buyers must follow the return process outlined above if there is an issue with the item.

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Rentals Cancellations

The cancellation terms for rentals are as follows:

• Cancel Up to 72 Hours Before Rental Start Date: You can cancel your rental booking up to 72 hours before the rental start date with no penalty.
• No Cancellations After 72 Hours: If you cancel within 72 hours of the rental start date or after the rental has begun, the payment will be forfeited.
• Rental Cancellations Subject to Rental Provider's Terms: In addition to the terms above, rentals are also subject to the specific conditions set by the individual rental provider. All rental transactions, cancellations, and refunds must be conducted through the PurvX platform.

If a rental provider does not respond to a valid cancellation request within the allowed window, PurvX may mediate the dispute and issue a refund to the renter if necessary.

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Limitations and Disclaimers

• Misrepresentation Claims: PurvX will mediate disputes in the case of misrepresentation, but all claims must be filed within 3 days of delivery. Claims made after this period will not be accepted, and no refund will be processed.
• Return Shipping Costs: If an item is verified as misrepresented, PurvX will ensure the buyer’s return shipping costs are reimbursed through our mediation process. Return shipping costs for other types of authorized returns are the buyer’s responsibility.
• Refund Process: Service fees paid to PurvX are non-refundable. Refunds will only be processed once the item has been returned and verified by the seller.
• Seller Responsibility: Sellers are responsible for providing accurate descriptions and details for their items. PurvX will mediate any disputes but is not responsible for the accuracy of the seller's listings.
• Platform-Only Transactions: PurvX is not responsible for any transactions made outside the platform. Transactions completed offline or outside of PurvX's secure payment system are not covered by any of our policies.

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PurvX Purchase Protection

For your peace of mind, PurvX offers Purchase Protection for all sales transactions. If you experience any issues with your purchase, including item misrepresentation, PurvX’s Purchase Protection policy will safeguard your transaction. Learn more about PurvX Purchase Protection by visiting PurvX Purchase Protection Policy.

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For more details, or if you have any questions, please contact hello@purvx.com.