Refund & Return Policy
Last updated: May 24, 2026
EMXLocker Buyer Guarantee: Every purchase is protected. If your item doesn't arrive or doesn't match the listing description, you're covered for a full refund.
The EMXLocker Buyer Guarantee
We protect Buyers from fraud and misrepresentation. Your purchase is covered if:
- The item never arrives
- The item is significantly different from the listing description
- The item is damaged in transit (when insured)
- The item is counterfeit or stolen
Inspection Period
Buyers have 5 days from delivery to inspect the item and report any issues. During this period:
- Funds are held by EMXLocker escrow (not yet released to Seller)
- You may open a dispute if the item doesn't match the description
- If no issues are reported, funds are released to the Seller automatically
How to Request a Refund
- Contact the Seller first. Many issues can be resolved directly. Use EMXLocker messaging to discuss.
- Open a dispute within the 5-day inspection window via your Purchases page. Include photos, videos, and a detailed description.
- Provide evidence. Clear photos of the item received vs. what was listed, packaging condition, and any defects.
- EMXLocker reviews the dispute within 3 business days. Both parties may submit additional information.
- Resolution. We may issue a full refund, partial refund, or decline the dispute based on evidence.
Eligible Refund Scenarios
Full Refund
- Item never shipped or lost in transit
- Item is counterfeit or significantly not as described
- Item arrived damaged (when Seller insured the shipment)
- Wrong item sent
- Stolen property
Partial Refund (may be negotiated)
- Item has undisclosed minor defects
- Missing accessories or components
- Cosmetic differences from listing photos
Not Eligible
- Buyer's remorse (changed mind)
- Item matches the listing but you didn't like it
- Damage caused by improper installation
- Damage from use after acceptance
- Issues reported after the 5-day inspection period
- Parts modified or altered by the buyer
Return Shipping
If a return is approved:
- Seller's fault (not as described, wrong item, counterfeit): Seller pays return shipping
- Buyer's fault (approved partial refund): Buyer pays return shipping
- Shared fault: Negotiated case-by-case
Items must be returned in the same condition received, in original packaging when possible.
Refund Processing
Approved refunds are processed within:
- 1-2 business days — EMXLocker initiates refund
- 3-7 business days — Funds return to your original payment method
Processing times depend on your bank or card issuer. EMXLocker is not responsible for delays on the issuer's end.
Chargebacks
We strongly encourage Buyers to use our dispute process rather than filing chargebacks with their bank. Chargebacks bypass our mediation and can result in:
- Longer resolution times
- Loss of Buyer Guarantee protection
- Account restrictions
Seller-Specific Policies
Some Sellers may offer additional return policies (e.g., 30-day returns). These are displayed on the listing and supplement — but do not replace — the EMXLocker Buyer Guarantee.
Shipping Damage
If your item arrives damaged:
- Photograph the packaging and contents immediately
- Retain all packaging materials
- Report within 5 days via dispute system
- File a claim with the carrier (Seller may assist)
Non-Delivery Claims
If tracking shows "delivered" but you didn't receive the item:
- Check with neighbors, property management, or delivery location
- Contact the carrier to open an investigation
- Open an EMXLocker dispute within 14 days
- We may require a signed affidavit for high-value claims
Fraudulent Claims
We take fraud seriously. Filing false claims may result in account termination, loss of refund, and/or legal action. Evidence of fraud patterns (repeated claims, contradictory statements) is reviewed closely.
Dispute Resolution
If you disagree with EMXLocker's dispute decision, you may request a second review by our escalation team. Our decision on escalated disputes is final but does not waive your rights under applicable consumer protection laws.
Questions?
For help with a dispute or refund, contact support@emxlocker.com. For general inquiries, see our help center.
