Buyer Protection & Returns Policy (Full Guide)

At Fleek, your trust and satisfaction are our top priorities. We understand the challenges of sourcing products internationally and the importance of transparency when reselling. That’s why every single order on Fleek is covered by our Buyer Protection Program so you can shop confidently, knowing we’ve got your back from checkout to delivery.

Our Buyer Protection covers:

1. Items Not Received
   • If your order hasn’t arrived or has missing items, contact us via:
     • The Fleek in-app chat
     • The website support form, or
     • Email: support@joinfleek.com
   • Once we verify the issue, we’ll issue a refund — no questions asked.
2. Items Received Not as Described

All Fleek suppliers must accurately describe their products, especially regarding grading and condition. If the items you receive differ from their listed grade or description:

• We’ll contact the supplier to resolve the issue.
• If it remains unresolved, Fleek will:
  • Offer a partial refund for items not meeting the stated quality, or
  • Issue a full refund + free return shipping if the entire order is misrepresented.

Note: Returns must include the entire order unless the seller agrees to a partial return.

3. Authenticity Concerns

Fleek strictly prohibits the sale of counterfeit goods. Sellers are responsible for ensuring authenticity, and buyers are encouraged to:

• Request additional photos or videos from the supplier before purchase.
• Conduct authenticity checks as part of buyer’s due diligence.

If a seller guarantees authenticity and the item turns out to be counterfeit, Fleek will step in under the Buyer Protection Program to ensure you’re covered.

4. Video Handpick Orders
   • For items selected over video calls, buyers should confirm grading details during the session.
   • All video calls are recorded to ensure transparency and assist in dispute resolution if needed.

💬 How to File a Claim or Request a Refund

Contact Fleek:

• Contact us within 5 days of receiving your order via:
  • The Fleek in-app chat
  • The website support form, or
  • Email: support@joinfleek.com
• Include your order number, a brief description of the issue, and any photos or videos if applicable.
• Our team will connect you with the supplier to help resolve the matter.

Fleek’s Resolution:
If no agreement is reached between the buyer and the seller, Fleek will review the case and make a final decision under the Buyer Protection Policy. Outcomes may include a full refund, partial refund (store credit), or a replacement (if available).

📦 Returns and Refunds

If your order qualifies for return or refund, here’s what you need to know:

• Full Returns:
  If a partial refund isn’t acceptable, we’ll facilitate a complete return of your order.
  • You’ll need to pack the items safely.
  • Our courier partner will arrange the pickup.
  • Once items are received in our warehouse, your refund will be processed promptly.
• Partial Returns:
  Partial returns are accepted only if the supplier agrees. Otherwise, the full order must be returned.

Note: Refunds cannot be processed for items that have already been sold.

• Refund Timelines:
  • Before Shipment: Refunds are processed within 2–3 business days after verification.
  • After Shipment: Verification may take 4–7 business days, and once approved, the refund appears in your account within 2–3 business days, depending on your bank.

Cancellations

You can cancel your order and receive a refund based on the shipment status:

• Before Shipment: Cancel anytime for a full refund.
• After Shipment: Once items are in transit (especially for international orders), cancellations will not be possible.

To cancel, simply contact us via:

• The Fleek in-app chat
• The website support form, or
• Email: support@joinfleek.com