Reverb is an online marketplace consisting of independent sellers who manage their own shops. This means that each individual seller is responsible for their own shop policies on refunds, returns, and exchanges.
These policies will vary from seller to seller, so it is always important to review the listing's Payments & Returns section before reaching out to the seller.
All purchases on the site are backed by our Reverb Buyer Protection. If anything arrives damaged or not as described, you just need to contact the seller or Reverb within 7 days of delivery with photos and/or videos of the issues. We always recommend contacting the seller first, as the majority of issues are resolved between buyers and sellers.
Anything outside of that 7-day window, or a situation that is not damaged/not as described, we would then honor the seller's individual shop policies. It is always a good idea to check out the Shop Policies tab on any listing to see the seller's individual policies.
As far as manufacturer warranties, that would be dependent on the sellers and what they are offering with their specific listing.
- Gather documentation (e.g. photos, video) of any issues once they are encountered and message the seller on Reverb with that information.
- Request a refund on the order.
- Allow the seller 24-48 hours to respond to this request.
- Once approved, ship the item back to the seller (unless a partial refund or other arrangements were discussed).
- Once the item is back in the seller's possession, your refund should be initiated in 48 hours.
If the seller remains unresponsive to your messages and refund requests after 48 hours, you can open up a support ticket with our Customer Experience team to step in and assist.
If the item you purchased arrived damaged or not as described, and you reported the issues to the seller or Reverb within 7 days of delivery, the seller would be responsible for the return shipping costs.
On a preference-based return, typically the buyer would be responsible for purchasing the return shipping label, as well as coordinating return shipping logistics with the carrier.
Within the US, sellers can purchase return shipping labels directly via Reverb. For orders where a Reverb Shipping Label is not available, the seller and buyer should work together to find the best avenue for return shipment.
Ultimately, you will want to contact the seller of your item to get their preferred return shipping address. You can message them via your Purchases Page.
It is very important to ensure the seller approved your return before shipping the item back.
For more information on refunds and returns, you can check out the Help Center articles below:
How Can I Request a Refund or Return?
How Long Will My Refund Take to Process?
What's Reverb's return policy?
How to Cancel a Sale
Refunds & Returns for Sellers