Return & Refund Policy

Last Updated: August 1, 2025

At PlugZ, we are committed to ensuring authenticity and fairness in all transactions. However, due to the nature of our marketplace — which deals with collectible, high-value, and often one-of-a-kind items — all sales are considered final unless specific conditions related to product authenticity are met.

1. All Sales Are Final

By default, PlugZ does not accept returns or offer refunds for reasons such as:

Buyer's remorse
Incorrect size selection
Change of mind
Accidental purchases

Each purchase requires an offer or bid to be confirmed manually, and ample time is provided to review details before finalizing.

2. Refund Eligibility: Suspected Inauthentic Item

Refunds will only be considered if:

The buyer believes the item received is not authentic, counterfeit, or materially different from the item that was verified and sold.
The buyer initiates a refund request within 72 hours of delivery via the official PlugZ support channel.
The buyer agrees to return the item to PlugZ for analysis and pays for the return shipping in advance.

3. Refund Process

Step 1: File a Claim

Contact support at support@plugz.market with:

Order ID
Photos of the item received
Description of the issue

Step 2: Ship the Item to PlugZ

If the claim is accepted for review:

Buyer must ship the item to the address provided by PlugZ
Shipping cost must be covered by the buyer
Item must be returned in the same condition it was received

Step 3: Authentication & Analysis

Upon receiving the item, our internal team and/or verifier network will:

Authenticate the item again
Check for consistency with the original verification tag and records
Verify the item was not tampered with or replaced

4. Outcome & Resolution

✅ If the item is confirmed 100% inauthentic:

Full refund of the purchase price
Reimbursement of the return shipping cost
The inauthentic item will be retained and logged for further investigation

❌ If the item is authentic or not the same as originally sent:

No refund will be issued
Buyer must pay for shipping to have the item returned to them again
Items unclaimed after 30 days will be considered abandoned and may be destroyed or recycled

5. Abuse & Fraud Prevention

PlugZ reserves the right to:

Refuse claims from accounts with suspicious activity or repeated refund attempts
Flag or suspend accounts attempting to abuse the dispute system
Reject returns of swapped, damaged, or altered products

All return inspections are logged, photographed, and reviewed by both AI and human verifiers.

6. No Exceptions Policy

We maintain a strict no exceptions policy outside the scenarios listed above. This protects both sellers and buyers and ensures the integrity of our authentication process.

7. Contact

If you have any questions regarding this policy or need to initiate a claim:

📩 support@plugz.market

📝 Subject line: "Refund Request – Order #[YourOrderID]"

Thank you for being part of a trusted resale ecosystem.
We take authenticity seriously — and so should you.