This page explains when refunds are possible on igitems and what rules apply. For the fastest outcome, use the dispute system as soon as you notice a problem.
When this applies
You did not receive the product/service (no delivery).
You received something incorrect, incomplete, or defective.
You want to return a delivered product, and the seller agrees.
You purchased a service, and delivery was not as promised due to the seller's error.
How refunds work (high level)
Do not confirm delivery until you received the exact order in full.
Open a dispute from the order page to freeze the funds while the issue is resolved.
Try to agree with the seller on the outcome (finish delivery, replacement, partial refund, full refund).
If unresolved after ~24 hours, escalate the dispute so igitems can mediate.
Eligibility rules
Undelivered orders: you are entitled to a full refund.
Incorrect/defective delivery: refunds can be full or partial, depending on the case and evidence. If an item must be returned, return it before expecting a full refund.
Returning a product (change of mind): only if the seller agrees. The seller may keep up to 50% of the value unless the product was falsely advertised or defective; igitems may override retention if delivery issues are found.
Services: Refunds for completed services are only possible if the seller made an error during delivery.
Contact us: If you have questions or if something wasn’t clear, you can contact our support team. We are available on LiveChat 24-7!
Key points
Confirming delivery is final: once confirmed and paid out, dispute/refund options may no longer be available.
Auto-confirmation exists: if the seller confirms delivery and you do not act, the order may auto-close after a countdown shown on the order.
Guarantee timing: for igitems Guarantee claims, you can report issues before the order is marked as completed. This may be extended for some time until we issue the payment to the seller.
Use disputes early: opening a dispute freezes the funds so the seller can’t withdraw them during resolution.
Service fee refunds: When an order is refunded, the same percentage of the service fee is refunded to the payer.
Keep all communication on-platform. External chats may not be considered for protection.
Do / Don’t
Do: open a dispute promptly, describe what was promised vs. received, and attach clear evidence.
Do: escalate to igitems if the seller is unresponsive or no agreement is reached after ~24 hours.
Don’t: confirm delivery early “to be nice” or because you were pressured.
Don’t: use chargebacks as a first option; use disputes and support instead.