What should I do if a buyer claims the item is not as described?
Accuracy builds trust—when issues arise, communication is key.
Anna
Last Update a month ago
At Mindu, all sales are final, but buyers have up to 3 days after delivery to report if an item is significantly not as described—for example, if the wrong item was sent, something was damaged that wasn’t disclosed, or the item is counterfeit.
If a buyer reaches out with a concern, we encourage sellers to respond promptly—ideally right away, and no later than within 48 hours. Clear, timely communication is the best way to resolve the issue together.
If you agree that a return or refund is appropriate, you can coordinate those details directly through Mindu’s messaging system.
If you don’t agree and the buyer chooses to escalate the claim, Mindu may review the case and determine whether a refund is warranted based on our guidelines.
If Mindu rules in the buyer’s favor and the seller doesn’t comply, we may issue a refund using the seller’s available balance or future payouts.
To help avoid disputes:
- Be honest and detailed in your listings.
- Include original, well-lit photos from multiple angles.
- Clearly mention any flaws, damage, or missing pieces.
- Double-check that the item matches the description before shipping.
By keeping listings accurate and responding quickly to concerns, you help build trust across the Mindu community.