Refund & Return Policy

Last updated: July 7, 2026

The EMXLocker Buyer Guarantee

EMXLocker LLC, a Pennsylvania limited liability company ("EMXLocker," "we," or "us"), protects 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

How the Guarantee Is Funded

When you complete a purchase, your payment is held by our third-party payment processor, Stripe, on behalf of the Seller for the duration of the inspection period (the "Held Funds"). Approved refunds are paid out in the following order:

• First, from the Held Funds still available for that transaction.
• If the Held Funds are insufficient (for example, because they were already released to the Seller or the Seller's account is in default), we will attempt recovery from the Seller.
• If recovery from the Seller is unsuccessful, EMXLocker will voluntarily cover the shortfall up to a maximum of the full purchase price you paid, but not exceeding $5,000 per transaction in total EMXLocker-funded relief (the "Guarantee Cap"). EMXLocker may, in its sole discretion, provide relief above the Guarantee Cap but is not obligated to do so.

The EMXLocker Buyer Guarantee is not insurance. It is a contractual commitment funded by platform fees and is subject to the limitations, eligibility requirements, and exclusions set forth in this policy. The total aggregate liability of EMXLocker under this Guarantee to any single Buyer in any 12-month period shall not exceed $10,000.

Inspection Period

Buyers have 5 days from delivery to inspect the item and report any issues. This inspection deadline is a material condition of the EMXLocker Buyer Guarantee. Failure to report an issue within 5 days of delivery will result in the waiver of your right to make a claim under the Guarantee for that item.

During this period:

• Funds are held by our payment processor, Stripe, pending release to the 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

1. Contact the Seller first. Many issues can be resolved directly. Use EMXLocker messaging to discuss.
2. Open a dispute within the 5-day inspection window via your Purchases page. Include photos, videos, and a detailed description.
3. Provide evidence. Clear photos of the item received vs. what was listed, packaging condition, and any defects.
4. EMXLocker reviews the dispute within 3 business days. Both parties may submit additional information.
5. 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

• EMXLocker initiates the refund from the Held Funds (or, if applicable, from EMXLocker's own funds up to the Guarantee Cap) within 1–2 business days of the final decision.
• The funds return to your original payment method within 3–7 business days, depending on your bank or card issuer. EMXLocker is not responsible for delays on the issuer's end.

Chargebacks

We strongly encourage you to use our dispute process before contacting your bank. As stated in our Terms of Service, you agree to first seek resolution through EMXLocker's dispute process for any issue with your purchase. Your confirmation of receipt on the Platform is a representation that the item has been delivered and meets the listing description; this will be used as evidence in any chargeback representment. Filing a chargeback after confirming receipt or without first using the internal dispute process may result in the loss of Buyer Guarantee protection, account restrictions, and our right to recover the chargeback amount and any associated fees from you.

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, or for any general inquiries, contact support@emxlocker.com.