Refunds & Returns Policy

Shipping and delivery

Sellers on Needo ship only to addresses within the United States. The shipping cost of each product is shown on its page and in your cart before you pay; there are no extra fees at checkout.

• Orders ship within 3 business days of payment (most within 1 to 3 business days; order cut-off 2:00 PM Eastern Time).
• Delivery usually takes 5 to 15 business days after shipping. The estimate on each product page is specific to that product; items shipped from our suppliers’ warehouses abroad are at the upper end of that range.
• When the shipment has a tracking number you can follow it from your order. Delivery dates are estimates, not guarantees: a carrier delay by itself is not a refund reason, but an order that never arrives always is.
• If your order has not arrived 30 days after the shipping date, open a claim from the order as explained below: if delivery cannot be confirmed you get the full amount back, shipping included.

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. They can settle the claim themselves only by refunding you, in full or in part; a seller can never close a claim without a refund.
• If the seller does not respond in time, or disputes the claim, it is escalated to the Needo team. Our target for deciding an escalated claim is 120 hours (5 days). If the seller offers a partial refund and you disagree, you have 72 hours to escalate it to Needo; after that, the partial refund closes the case.
• 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 (Needo issues the prepaid return label and deducts its cost from your refund), 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: within 7 days of the payment and, once the service is marked as completed (which is when the payment is released to the professional), within 7 more days from that completion. Between those two windows the claim button is not available: if your service is booked more than a week ahead and something goes wrong, write to support@needo.shop.

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, they issue the refund from the claim, in full or in part. If they do not respond within 72 hours or dispute the claim, the Needo team decides it, with a target of 120 hours (5 days); and if you disagree with a partial refund you have 72 hours to escalate it.
• The refund goes back to the payment method you used: the card part to your card and the wallet part to 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: 7 days after the agreed end date when you paid a payment request with a date, or 2 days after the professional marks the service as done (never less than 48 hours after you are notified). If you hired directly from the listing with no agreed date and the professional never marks it as done, nothing is released automatically. Professionals with an established track record can release the payment themselves 3 days after the agreed end or after the date they marked as done. Confirming earlier releases it earlier; a claim freezes it. 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" within the claim deadline 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 within the deadline. Needo reviews the evidence from both parties and returns the full amount or part of it, as appropriate.
• Once the payment has been released, you still have 7 days from the completion notice to open a claim; the money is then blocked from leaving to the professional’s bank until the claim is decided.
• Service refunds go back to the payment method you used, as with any other purchase: card to card, wallet balance to wallet.
• Careful with work booked well in advance: the first claim window runs from 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: the money is then held until 7 days after that date, and you can claim again during the 7 days after the completion notice.

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 seller hands you the item in person and marks it as delivered in hand, the payment is released 3 days after that (1 day when the seller has an established track record) unless you open a claim first.

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, back to the payment method you used. 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 go back to the payment method you used: the card part to your card and the wallet part to your seller wallet.

Wallet top-ups

Wallet balance is prepaid credit to spend on Needo: it never expires, and it cannot be cashed out to a bank account; only money from your delivered sales can be withdrawn to a bank account.

When you pay all or part of a purchase with wallet balance, that part is refunded to your wallet, because the wallet is the payment method you used for it.

How refunds are processed

Refunds always go back to the original payment method. Card (including Apple Pay and Link), Cash App Pay and Amazon Pay: we send the refund as soon as it is approved, and your bank usually shows it within 5–10 business days (up to 10 business days for Cash App Pay and 14 days for Amazon Pay). A refund issued shortly after the payment may appear as the original charge disappearing from your statement instead of a separate credit. Wallet balance: back in your wallet within minutes. In rare cases — for example, an outage at our payment processor or a review by our team — a refund can take longer; that does not change the payment method it goes back to, unless it is held up for more than 3 days, as explained below. When a refund is under review, our team checks it (for example, against a refund already made through your bank) and we let you know the result. Payments that were charged but could not become an order (for example, a duplicate charge) are refunded automatically; if our card-refund system is paused at that moment, we credit them to your Needo wallet right away so you are not left waiting.

If you paid with card and wallet balance together, a partial refund is split in the same proportion as your payment, and the last refund on the order returns whatever is left of each part. When a return-label cost is deducted from a refund (change-of-mind returns), it is deducted before the split.

When the money cannot go back to the card: Cash App Pay and Amazon Pay only accept refunds up to 90 days after the payment, we send refunds back to cards for up to 120 days after the payment, and a bank can reject a refund, for example when the account is closed. If our payment processor has a temporary problem, we keep retrying for up to 3 days. If the refund still cannot go through, we email you as soon as we know and you choose how to get your money: as Needo wallet balance, available right away, or by bank transfer to an account in your name. If you have not replied after 7 days we remind you, and if we have not heard from you after 30 days we credit it to your Needo wallet and let you know. We never keep money you are owed.

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.