Returns, Refunds & Cancellation Policy

Last updated 7 October 2026

This policy explains when you can return an item, how to raise a Claim, and how refunds and cancellations work. It forms part of our Terms of Use.

1. At a glance

Situation	What happens	Refund
Item fails our authentication check before delivery	Order cancelled; item returned to the Seller	Full refund, started within 48 hours
Item is counterfeit, the wrong item, not as described, or arrives damaged	Raise a Claim within 48 hours of delivery	Full refund once the return is checked
Item lost or damaged in transit	HYPE. bears the loss	Full refund
Not delivered within 10 days of payment	You may cancel	Full refund
Seller cannot fulfil, or we cancel your Order	Order cancelled	Full refund, started within 48 hours
You changed your mind, or ordered the wrong size	Not returnable: all sales are final	—

2. When you can raise a Claim

You can raise a Claim within 48 hours of delivery if the item:

is counterfeit or not authentic;
is not the item listed (wrong model, colourway or size);
is in materially worse condition than described, or has damage not shown in the Listing; or
arrives damaged in transit.

You cannot return an item because you changed your mind, ordered the wrong size, or prefer a different colour or style. Because each item is individually sold at auction, there are no exchanges.

3. Evidence you need

Photographs (required) clearly showing the issue, the outer package and the HYPE. seal, if the item came through our centre.
Unboxing video (recommended). A single video that starts with the sealed package helps us decide your Claim faster, but it is not required.

Upload your evidence when you raise the Claim.

We also use our own records. Every item that passes through our authentication centre is filmed while it is packed and closed with a tamper-evident HYPE. seal. Sellers who ship directly upload photographs of the packed item. We compare your evidence with these records.

4. How a Claim is handled

Step	What happens	Time
1	You raise the Claim from your Order page and receive a ticket number	Within 48 hours of delivery
2	The Seller may respond with their own photographs or video	Within 24 hours
3	We review the Claim against the Listing, the authentication record and the delivery record	Decision within 72 hours of both sides' evidence
4	If approved, our delivery team collects the item. It must be unused, with all tags and packaging.	You hand it over within 48 hours of approval
5	We check the returned item matches the Claim	Within 2 working days of receipt
6	We start your refund	Within 48 hours of the check

If the Seller was at fault, the Seller pays the return delivery charge. Otherwise, the return leg is free for valid Claims.

If you do not hand the item over within 48 hours of approval, the Claim lapses and the funds are released to the Seller.

5. Refunds

5.1 Refunds cover the full amount you paid: the item price and the Delivery Charge. We make no deductions for bank or transaction charges.

5.2 Refunds go to your original payment method or, if you choose, to HYPE. Credits. Your bank may take 5–7 working days to show the amount.

5.3 Minor flaws. If an item has a minor flaw not shown in the Listing, you may choose to keep it with a partial refund instead of returning it, but only if both you and the Seller agree to the amount. Otherwise, the item is returned for a full refund.

6. Cancellations

6.1 By you. A winning Bid and a Buy Now purchase are binding and cannot be cancelled, except:

if the Order has not been delivered within 10 days of payment, unless the delay was caused by you; or
as otherwise required by law.

6.2 By HYPE. We may cancel an Order before dispatch if the item fails authentication, the Listing contained a clear error, we reasonably suspect fraud, or the Seller cannot fulfil it. You receive a full refund within 48 hours.

6.3 No cancellation fees. We never charge Buyers a fee for a cancellation made by us or by the Seller.

6.4 Failed delivery caused by the Buyer. If delivery fails twice because of an incorrect address, or because you are unavailable or refuse the package, the item returns to us. You may arrange re-delivery by paying the additional Delivery Charge within 7 days. Otherwise, the Order is cancelled and we refund what you paid less the delivery costs actually incurred.

7. False or abusive Claims

If the returned item does not match the Claim, or an item has been swapped or tampered with:

the Claim is rejected and the item is sent back to you;
the funds are released to the Seller; and
you receive a strike, as set out in the Terms of Use.

We may report fraudulent Claims to the authorities.

8. Contact

Raise Claims from your Order page. For anything else, write to team.thehypecompany@gmail.com or see our Grievance Redressal Policy.