All purchases made on DSVibe are protected for free and our DSVibe Guarantee ensures that you get the item as described or your money back.
Buyers can use the DSVibe Guarantee when:
- They don’t receive an item
- They receive an item that does not work
- They receive an item that doesn’t match the listing description
Most sellers work with buyers to quickly resolve issues, but if a solution isn’t reached, we can help.
DO NOT complete the transaction if you have received an item that is not working or as as described. By completing the transaction and submitting a rating for the Seller, you are accepting the item and finalizing the transaction. Once a transaction has been finalized and completed, there are absolutely no returns or refunds.
Please do the following if the delivered item is not as described or working:
- Contact the Seller and let them know the issue, what happened and the means of returning the item and/or on another outcome that you and the Seller agree upon. If the seller is not reachable, you can contact us.
- Then go to the contact page and send us a message with the title “I have an issue with the item I received”. In your message body please write exactly the issue you are having, followed by a brief explanation of the situation. Also please mention your order number and product name exactly like it appears on our website.
- This will pause the 24 hours auto completion countdown timer and allow DSVibe support to review your case and assist you in the resolution of the transaction. If we need more information to validate your claim, we’ll email you asking for specific information to do so. Once we are able to verify that the item falls under our DSVibe Buyer Guarantee or any other resolution between you and the Seller, we’ll authorized the refund/replace of the purchase.
What is not covered
- Buyers that have completed the transaction, agreeing to have received and verified the item.
- Buyer’s remorse or any reason other than not receiving an item, receiving an item that isn’t as described in the listing or not working (see our return policy for more info).
- Items damaged during pick-up or shipping or not delivered when the buyer arranges pick-up or shipping of the item (for instance, the buyer arranges freight).
- All escrowed items (Bot trades) that are delivered are not covered under the DSVibe Buyer Guarantee as they’re guaranteed to be as described.
- Orders placed to purchase DSVibe Virtual money funds (“My Wallet” funds).
- Orders placed to purchase DSVibe Redeemable Gift Cards, DSVibe vouchers or DSVibe coupons.
- Return/Refund requests opened after more than 24 hours since the moment you received the product(or order marked as completed) will not be taken in consideration.
Refunds to buyers
All refunds will be made in the exact amount and payment method the original transaction was processed. Please check the FAQ page for more information on how refunds work.
Fraudulent claims may include:
- A buyer filing a chargeback after receiving their purchased item
- A buyer filing a chargeback after knowingly receiving a refund
- A buyer filing a chargeback after rating and completing the purchase
Buyers who file fraudulent claims are subject to consequences and in addition, we reserve the right to permanently suspend the buyer’s account under the DSVibe Guarantee.
- The Buyer will have 24 hours from the item being marked as received(order completed) to submit a dispute under the DSVibe Guarantee. All requests submited later than that will be ignored.
- Also If we do not receive any requested information within 48 hours from the Buyer, the claim can be denied and the DSVibe Guarantee forfeited in result of not providing enough evidence to validate the dispute. Not replying to any email within the noted time frame can also deem that the issue has been resolved and can result in the dispute being lifted.
- Buyers and sellers permit us to make final decisions about all cases, including appeals.
- We may provide buyers and sellers with access to each other’s names, and contact information relating to a request.
- The DSVibe Guarantee is not a product warranty.