Reverb operates as a marketplace, so return eligibility depends on the specific listing and the seller’s shop policies shown in the listing’s Payments & Returns section. Before requesting any refund, the buyer should confirm the seller’s stated return terms (including whether the item is sold “As-Described,” which typically means preference-based returns are not accepted). Keep all packaging and document the condition on arrival with clear photos or video, since evidence can be important if a dispute arises.
For items that arrive damaged or not as described, Reverb Buyer Protection generally applies when the issue is reported within 7 days of delivery. The recommended approach is to message the seller through Reverb with documentation as soon as the problem is discovered, then submit a refund request from the Purchases page. If the seller does not respond within 24 hours, Reverb Support can be contacted to help move the case forward. Modifying an item after delivery can affect eligibility under Buyer Protection, so any troubleshooting or changes should be avoided until the seller has been contacted and next steps are agreed.
Refund requests are initiated from the Purchases area by selecting the order and choosing “Request Refund,” then selecting full or partial refund and providing the reason and details. The “Request Refund” button may remain visible for a limited time after payment, but the practical return window is governed by the listing’s policy and Buyer Protection timelines. If a return is approved, the buyer and seller should confirm the correct return address before shipping anything back, and the return should be packaged securely to prevent transit damage that could complicate the refund.
Shipping responsibility can vary by reason. When an item is damaged or not as described and reported within the Buyer Protection window, the seller is typically responsible for return postage. For preference-based returns (for example, the item is as described but not a good fit), return acceptance depends on the seller’s policy, and the buyer is commonly responsible for return shipping costs. Sellers may be able to provide return labels through Reverb in some cases, and Reverb Support can assist when label options are needed.
After the seller receives the returned item, refunds are commonly issued shortly thereafter, and the funds typically appear back on the original payment method within several business days, depending on the payment provider and bank processing times. Refunds generally go back to the original payment method rather than being redirected to a different card. If a seller denies a request that appears to conflict with the listing terms or Buyer Protection eligibility, the buyer should keep communication on-platform, retain all evidence, and escalate to Reverb Support with order details, messages, and documentation to seek a resolution.
