Buyer Protection
Your purchases are protected on PrimeLot Cards
How Buyer Protection Works
At PrimeLot Cards, we're committed to ensuring a safe and fair marketplace for all buyers. Our Buyer Protection program provides you with a 2-day window after delivery to report any issues with your purchase.
2-Day Protection Window After Delivery
From the moment your delivery is confirmed, you have 2 days to inspect your cards and report any problems. During this time, your payment is held securely, and you're fully protected.
What's Covered
Item Not Received
If you don't receive your cards within a reasonable timeframe or tracking shows they were never shipped.
Item Not as Described
If the cards you receive don't match the listing description, images, or specified condition.
Wrong Item Sent
If the seller sends you completely different cards than what you ordered.
Counterfeit Cards
If you receive fake, counterfeit, or unauthorized reproduction cards.
Missing Cards
If your order is incomplete or missing cards that were listed in the lot.
What's NOT Covered
- •Buyer's remorse or change of mind after purchase
- •Normal wear and tear that was disclosed in the listing
- •Claims filed after the 2-day protection window following delivery
- •Market value changes or price fluctuations
- •Subjective opinions about card grading or quality when condition was accurately described
How to File a Claim
Contact the Seller First
Before filing a formal claim, try to resolve the issue directly with the seller using our messaging system. Many issues can be quickly resolved through communication.
Gather Evidence
Take clear photos or videos of the issue. Include images of the packaging, cards, and any discrepancies with the listing. Keep all original packaging.
Submit a Support Ticket
Go to our Support page and submit a detailed ticket explaining the issue. Include your order number, photos, and a clear description of the problem.
Contact SupportWe Investigate
Our team will review your claim and contact both you and the seller for additional information if needed. We aim to resolve disputes within 2-3 business days.
Resolution
Based on our investigation, we'll issue a resolution. This may include a full refund, partial refund, replacement, or other appropriate remedy.
Refund Process
If your claim is approved, here's how refunds work:
- •Full Refunds: Issued for items not received, completely wrong items, or counterfeit cards.
- •Partial Refunds: Issued when some cards in a lot don't match the description or are damaged.
- •Return Required: For some claims, you may need to return the cards to receive a refund. Return shipping costs are covered when the seller is at fault.
- •Processing Time: Refunds are processed within 5-7 business days and will be credited to your original payment method.
Payment Security
Secure Payment Hold
When you make a purchase, your payment is held securely by Stripe until 2 days after delivery. The seller does not receive the funds until the protection period ends or you confirm receipt and satisfaction.
This ensures that your money is protected and can be refunded if there's an issue with your order.
Tips for Buyers
Document Everything
Take photos or videos when you open your package to document the condition of cards upon arrival.
Review Listings Carefully
Read descriptions thoroughly and examine all photos before purchasing. Ask questions if anything is unclear.
Communicate Promptly
If you notice an issue, contact the seller immediately within the 2-day window after delivery.
Check Seller Ratings
Review the seller's tier badge and transaction history to make informed purchasing decisions.
Frequently Asked Questions
What if the seller doesn't respond to my message?
If the seller doesn't respond within 48 hours, you can escalate the issue by filing a support ticket. We'll step in to help resolve the matter.
Can I get a refund after the 2-day window?
Claims submitted after 2 days from delivery may not be eligible for buyer protection. In exceptional circumstances with strong evidence, we may consider late claims on a case-by-case basis.
What happens to the seller if I file a claim?
If a claim is found valid, the seller's payout may be withheld or reversed. Sellers with excessive claims may face account restrictions or suspension.
Are my card purchases insured during shipping?
Sellers are required to use trackable shipping methods. If cards are lost or damaged in transit, you're protected under our buyer protection program.
Can I file a chargeback with my credit card?
We encourage you to use our dispute resolution process first. Filing a chargeback without attempting to resolve through our platform may result in account suspension.
Need Help?
If you have questions about buyer protection or need to file a claim, our support team is here to help.