The item is defective or different from the description, what now?

I received a defective item. What should I do?

If the item you received is defective or different from the description, it’s frustrating. To resolve this issue, follow these steps:

1. Contact the seller immediately

Send a message to the seller through the Auction Club messaging system. Clearly explain the problem you’ve found. It’s best to attach photos or videos showing the defect or the discrepancy from the description. Be polite and open to solutions.

2. Try to find a common solution

The seller is expected to have offered the product in good faith. Try to reach a solution that is satisfactory for both parties. Possible solutions may include:

A partial refund:
If the defect is minor, you can request a partial refund.
Return the item for a full refund:
You can agree to return the item for a full refund, including shipping costs.
Item replacement:
If the seller has a similar item, they can replace the defective one.

3. Seek help from Auction Club

If the seller doesn’t respond after a few days or refuses to cooperate, you have the right to request help from the support team.

Don’t leave a rating yet:
Do not leave a negative rating for the seller until the issue is resolved.
Use the buyer protection program:
Go to the help section of the platform and submit a request under the buyer protection program, providing all the evidence you have (messages, photos, proof of payment).

The Auction Club team will investigate the matter and contact the seller to resolve the problem fairly.