Refund & Return Policy

J&H Vault is a peer-to-peer marketplace for sports memorabilia. All sales are between individual buyers and sellers. This Refund & Return Policy explains how disputes, refunds, and returns are handled on the platform.

1. Dispute Window

After a buyer confirms receipt of an item (or delivery is verified via tracking), a dispute window of 3 days begins. During this window, the buyer may file a dispute through the platform for any of the following reasons:

• Item not as described.
• Item not received (despite tracking showing delivery).
• Item is counterfeit or not authentic.
• Item arrived damaged due to inadequate packaging.
• Wrong item shipped.

Once the dispute window closes without a dispute being filed, the sale is considered final and the seller's payout is released.

2. How to File a Dispute

To file a dispute, navigate to your order in the Dashboard and select "Open Dispute." You will be asked to:

1. Select the reason for your dispute.
2. Provide a description of the issue.
3. Upload supporting photos or evidence.

Both the buyer and seller will be notified and given an opportunity to provide evidence.

3. Resolution Process

J&H Vault administrators will review the dispute and all submitted evidence. Possible outcomes include:

• Full refund to buyer — The seller's payout is cancelled. If funds have already been released, the seller may be required to return them.
• Partial refund — A portion of the sale price is refunded to the buyer; the seller receives the remainder minus applicable fees.
• No refund (decided in seller's favor) — The buyer's dispute is denied and funds are released to the seller.

J&H Vault's dispute resolution decisions are final and binding on both parties. This process does not limit your rights under applicable consumer protection laws.

4. Refund Method

When a refund is granted, it is processed through the original payment method (Stripe). Refunds typically appear on the buyer's statement within 5–10 business days, depending on the payment provider.

5. Return Shipping

If a dispute is resolved in the buyer's favor and a return is required:

• The buyer is responsible for return shipping costs unless the item was materially misrepresented, counterfeit, or the wrong item was sent.
• Items must be returned in the same condition they were received.
• Return tracking information must be provided to J&H Vault within 5 business days of the resolution decision.

6. Seller-Initiated Cancellations

If a seller needs to cancel a sale after a buyer has paid, the buyer will receive a full refund. Frequent seller-initiated cancellations negatively affect the seller's account standing and may result in restrictions on selling privileges.

7. Chargebacks

If a buyer initiates a chargeback through their payment provider instead of using the platform's dispute process, J&H Vault will cooperate with the payment processor's investigation. We encourage buyers to use the platform dispute process first, as it is typically faster and designed to protect both parties.

8. Non-Refundable Items

The following are generally not eligible for refunds:

• Items where the dispute window has expired without a dispute being filed.
• Items that have been altered, damaged, or modified by the buyer after receipt.
• Buyer's remorse (changed your mind, found a better price elsewhere, etc.).

9. Contact Us

If you have questions about this policy or need assistance with a transaction, contact us at support@jhgenerationcollectibles.com.

This policy is subject to and should be read together with our Terms of Service and Seller Agreement. In the event of any conflict, the Terms of Service govern.