Returns and disputes

Default return policy

All sales are final. Every piece is one of one, so review the photos and description carefully before you buy. Individual creators may choose to offer more generous terms in their own profile or listing.

Dispute window

Report a problem within 10 days of your order being marked delivered. The creator’s payout is held for those 10 days, so SCRAPD can resolve a report, and refund you if needed, before the money leaves.

Dispute process

1. Email hello@scrapd.app with your order number. The report a problem link on your order page opens this email for you.
2. Describe the issue and include photos of the item.
3. SCRAPD contacts the creator on your behalf, and the creator has 48 hours to respond.
4. If the creator resolves the issue, the case is closed.
5. If no agreement is reached, SCRAPD admin reviews the dispute.
6. Admin aims to reach a decision within 2 business days.

Stripe chargebacks

Buyers can also file a chargeback through their bank. Stripe’s chargeback window can extend up to 60 to 120 days. For creators: if a chargeback is opened before your payout is released, the payout is paused while the chargeback is open. It is released if the chargeback is decided in your favour, it is not paid if the chargeback is lost, and SCRAPD reviews any other outcome by hand. If a chargeback is lost after your payout has been sent, SCRAPD may reverse the transfer to your Stripe account to recover your share of the disputed amount, plus any Stripe dispute fee.