Returns & Refunds

Understand your rights as a buyer and our process for resolving disputes.

Buyer Protection policy

Every purchase on Nickit is covered by our Buyer Protection policy. You are eligible for a full refund if:

• Your item never arrives and the seller cannot provide proof of postage.
• The item is significantly not as described — for example, the wrong item was sent, the condition is materially worse than listed, or major defects were not disclosed.
• The item arrives damaged in transit.

Buyer Protection applies to all orders where payment was made through Nickit's checkout. It does not apply to payments made outside the platform.

How to open a dispute

If something goes wrong with your order, follow these steps:

• First, try messaging the seller directly through the Messages page. Many issues can be resolved quickly between buyer and seller.
• If the seller does not respond within 48 hours or you cannot reach an agreement, go to My Orders and open a dispute on the relevant order.
• Provide as much detail as possible — photos of the item received, screenshots of the listing, and any relevant correspondence.
• The Nickit team will review the dispute and aim to respond within 2 business days.

Seller responsibilities

Sellers are responsible for:

• Accurately describing items, including condition, any flaws, and measurements.
• Shipping items promptly with a tracked service and providing a tracking number.
• Responding to buyer messages within a reasonable timeframe.
• Cooperating with the Nickit team during dispute investigations.

Sellers who repeatedly fail to meet these responsibilities may have their accounts suspended or removed from the platform.

Refund timeline

When a refund is approved:

• Refunds are processed via Stripe back to the original payment method.
• The refund typically appears on your bank statement within 5–10 business days.
• You will receive an email confirmation when the refund has been issued.
• Shipping costs may be included in the refund depending on the circumstances of the dispute.

Items not covered

The following situations are not covered by Buyer Protection:

• Change of mind — if you simply no longer want the item after receiving it.
• Items described accurately but not matching your personal expectations (e.g. colour appears different on screen).
• Transactions arranged or paid for outside the Nickit platform.
• Disputes opened more than 30 days after delivery.
• Items prohibited under Nickit's listing policies.