Refunds & Returns Policy

How to open a claim (step by step)

Open your order in your account (Profile → Orders → Purchase history) and choose "Report an issue". Pick the reason and describe what happened; photos are attached right after, already inside the claim. Everything happens inside the claim: the messages, the return address if there is one, and the decision.

Services go through a different door: open "My services", find the hire and press "Report a problem". There you cannot attach photos when you open the claim — you send them afterwards, inside it.

• The seller has 72 hours to respond to your claim.
• If the seller does not respond in time, or rejects the claim, it is escalated to the Needo team. Our target for deciding an escalated claim is 120 hours (5 days).
• If the item has to go back, the seller sends you the return address through the claim message thread. You then have 14 days to ship it back, and the seller has 7 days to confirm they received it.
• If you miss those 14 days, the claim is closed as expired. If the seller misses their 7 days, the claim goes to the Needo team, which decides it.
• Return shipping is paid by the buyer for change-of-mind returns, and by the seller when the item arrived damaged, was not as described or never arrived.
• If the amount claimed is under $15 we do not ask you to ship the item back: keep it and the refund is processed all the same.
• While a claim is open we block the seller from getting the money. Needo holds the payment on store orders, Needo Marketplace, services and auctions not released yet, and nothing is released until the claim is closed. If the payment had already been released, we block the withdrawal instead: the claimed amount cannot leave to their bank.

Deadlines to open a claim

• Return (change of mind or item not as expected): 30 days.
• Damaged item: 7 days.
• Item not as described: 30 days.
• Order not received: 30 days.
• Needo Marketplace (second-hand between individuals): 14 days, whatever the reason.
• Services: 7 days from the agreed end date. If you hired directly from the listing and there was no agreed date, 7 days from the payment.

Important — when the clock starts: for store orders it starts on the shipping date and, if the order was never shipped, on the order date. Confirming receipt does not restart it. For auctions it starts when you complete the payment of the order you won, which is before the item ships. For Needo Marketplace it starts on the purchase date, or on the day you confirm receipt if you confirm. It never starts on the actual delivery date, so open the claim as soon as you see the problem.

Product returns (30 days)

You may return most products within 30 days, in their original condition and packaging. To start a return, open the order in your account and report the issue, or email support@needo.shop with your order number.

• Once the return is accepted, ship the item back to the address the seller gives you in the claim, within 14 days. Unless the return is due to a seller error (wrong, defective or not-as-described item), return shipping is paid by the buyer.
• When the seller confirms they received the returned item, the claim goes to the Needo team, which is who issues the refund — our target is 120 hours (5 days). The seller cannot refund you on their own.
• If it is a full refund of an order you paid by card, the money goes back to that card. In every other case it is credited as balance in your Needo wallet.
• Exceptions (non-returnable unless defective): perishable goods, custom or personalized items, hygiene-sealed products that have been opened, and gift cards or wallet credit already used.

Item not received, damaged or not as described

You are covered by Needo buyer protection in these cases:

• Not received: if your order does not arrive, report it within 30 days and we will investigate with the seller. If delivery cannot be confirmed, you get the full order amount back, shipping included.
• Damaged: report it within 7 days, with photos.
• Not as described: report it within 30 days, with photos.
• In these two cases Needo reviews the evidence from both sides and decides the refund — full or partial, whichever fits — and return shipping, if needed, is not at your expense. There is no automatic replacement: if you would rather have one, agree it with the seller inside the claim.
• In Needo Marketplace the deadline is 14 days, whatever the reason.

Auctions

Winning bids are binding: you cannot walk away from an auction you won, and not paying carries the penalty described below. Once paid, the purchase follows the same rules as a regular order — buyer protection (not received, damaged or materially different from the listing) and also the 30-day change-of-mind return, with return shipping at your expense.

If you win, you have 2 hours from the moment the order is created to complete the payment. If you do not pay within that window, the order is cancelled automatically and a penalty of 20% of the security deposit you had frozen for that auction is kept; the remaining 80% goes back to your Needo wallet.

The penalty is split between Needo (60%) and the seller (40%) as compensation for the failed sale. Example: on a $100 deposit, the penalty is $20 — $12 for Needo and $8 for the seller — and $80 returns to your wallet. Repeated failures to pay may lead to account restrictions.

Services (escrow protected)

Payments for services are held in escrow: the professional is not paid when you hire them. The money is released when you confirm the service is done or, if you do not confirm, automatically when the protection window expires — 7 days after the agreed end date, or 7 days after the payment when you hired directly from the listing and there was no agreed date. That means:

• Cancellation before the service starts: full refund. The cancellation is applied by the professional from their dashboard, so ask for it in the order chat. If they do not answer or refuse, press "Report a problem" in "My services" before the protection window expires and we resolve it ourselves.
• Service not provided: full refund from the held funds.
• Service provided defectively or different from what was agreed: open the claim before the protection window expires. Needo reviews the evidence from both parties and returns the full amount or part of it, as appropriate.
• If you neither confirm nor open a claim before that window expires, the funds are released to the professional and no claim on that hire is accepted any more.
• Service refunds are always credited as balance in your Needo wallet, never to your card.
• Careful with work booked well in advance: when you hire directly from the listing, the clock starts the day you pay, not the day the work is done. For a job that is weeks away, ask the professional for a payment request with a date — then the protection runs until 7 days after that date.

Second-hand purchases (Needo Marketplace)

In purchases between individuals your payment is held by Needo and released to the seller when you confirm receipt — or automatically 14 days after the purchase if you never confirm. That 14-day countdown starts the moment you pay, not when the parcel is delivered, so confirm receipt as soon as the item arrives and open a claim before the deadline if the shipment is running late.

If the item does not arrive or arrives materially different from the listing, report it within 14 days of the purchase and you will receive a refund from the held funds, credited as balance in your Needo wallet. Given their second-hand nature, these purchases do not include a change-of-mind return window unless the seller offers one.

Promotion campaigns (sellers)

• Not paid yet: you cancel the campaign yourself from your seller panel and nothing is charged.
• Paid but not launched yet: write to us and we refund the full amount (advertising budget + management fee). This refund is issued by the Needo team, not from your panel.
• Rejected by our review team: full refund.
• Already active: the unspent advertising budget is refundable; the management fee is not refundable once campaign setup work has started.
• Campaign refunds are credited to your seller wallet, never to your card.

Wallet top-ups

Wallet balance is prepaid credit to spend on Needo: it never expires, but it cannot be cashed out to your bank or sent back to your card. Only money from your delivered sales can be withdrawn to a bank account.

Balance already spent on orders follows the refund rules of the corresponding purchase: if the purchase is refunded, the money comes back to your wallet.

How refunds are processed

Where the money goes depends on the purchase. Full refund of a store order: the part you paid by card goes back to that same card and your bank usually shows it within 5–10 business days, and the part you paid with wallet balance goes back to your wallet. Everything else — partial refunds, services, Needo Marketplace purchases and campaigns — is credited as balance in your Needo wallet, available within minutes to spend on Needo but not withdrawable to a bank.

Even when you paid by card there are cases where the money cannot go back to it and we credit your wallet instead: charges older than 120 days, amounts under $0.50, and refunds your bank or our payment processor rejects. When we cancel an order, the refund notice tells you where the money went; in claims we confirm it inside the claim itself.

The charge on your statement appears as NEEDO.SHOP. If you believe a charge is wrong, contact us at support@needo.shop before opening a bank dispute — we resolve most cases much faster.

Contact

Needo Technologies · Miami, Florida, United States · support@needo.shop. We answer within 1–2 business days.