BLDTRU

Refunds Policy

Updated: 2025

Refunds Policy

Last updated: 2025

BLDTRU is a marketplace for independent makers. Each product is crafted individually, often made-to-order, and shipped directly by the creator. Our refund policy supports the buyer’s right to receive what they paid for—while also respecting the time, labor, and materials invested by makers.

1. When You Are Eligible for a Refund

You may be eligible for a refund if any of the following occur:

  • The item arrives damaged, defective, or incomplete.
  • The item you received is materially different from the listing.
  • The wrong item was delivered.
  • The maker fails to ship your order within the promised timeframe.
  • The maker cancels your order or is unable to complete it.

Refunds must be requested through the BLDTRU Dispute System so we can review your request, communicate with the maker, and reach a fair decision.

2. Items That Are Not Eligible for Refunds

Due to the handmade and often customized nature of products on BLDTRU, certain items cannot be refunded unless damaged or defective:

  • Personalized or custom-made items
  • Digital downloads once delivered
  • Made-to-order items already in production
  • Sale, clearance, or final-sale items
  • Items that have been used, modified, or damaged after delivery

3. Damaged, Incorrect, or Defective Items

If your item arrives damaged or incorrect, you must notify BLDTRU within 7 days of delivery with:

  • Photos of the item and packaging
  • Your order number
  • A short description of the issue

Makers are responsible for ensuring items are shipped safely and as described. If the issue is confirmed, you will be issued a refund or replacement depending on the situation.

4. How Refunds Are Processed

Refunds are only processed through BLDTRU to protect both buyers and sellers. Here’s how it works:

  1. You submit a refund request through the Dispute Center.
  2. BLDTRU reviews your claim and may contact the maker for details.
  3. Additional info or photos may be requested.
  4. Once approved, refunds are issued back to your original payment method.

Refunds typically arrive within 5–10 business days depending on your bank.

5. If Your Order Never Arrives

If tracking shows no movement or a package is lost in transit, BLDTRU will work with the maker and the shipping carrier to resolve the issue. You may receive:

  • A replacement (if available), or
  • A full refund

Lost packages must be reported within 14 days of the last tracking update.

6. Buyer Responsibilities

Buyers must follow the correct process to be eligible for a refund. This includes:

  • Providing accurate shipping information at checkout
  • Being available to receive deliveries
  • Submitting evidence when making a refund claim
  • Returning items when required (BLDTRU will provide instructions)

7. Maker Responsibilities

  • Ship items on time
  • Provide valid tracking numbers
  • Package items securely to prevent damage
  • Accurately describe items in listings
  • Respond promptly to order or refund inquiries

8. Final Decisions

BLDTRU reviews disputes objectively and makes final determinations to keep the process fair for both buyers and makers. Abuse of the refund process may result in account restrictions.

Need Help?

If you have questions about refunds or need assistance, please contact our support team at Legal Contact.