When a purchase doesn't go as expected, BuyHappyThings.com provides a structured process for buyers to seek resolution. This process is called opening a "Case." We encourage buyers and sellers to resolve issues directly whenever possible, but we are here to step in if needed.

When You Can Open a Case

You may open a Case if:

• Item Not Received: You paid for an order but it has not arrived within the seller's stated handling time plus a reasonable transit period, and the tracking (if provided) shows no movement or confirms a delivery problem.
• Item Not as Described: The item you received materially differs from the listing description — for example, a different scale, wrong manufacturer, undisclosed damage, or a counterfeit item.

Cases must be opened within 180 days of the transaction date.

Step 1: Contact the Seller First

Before opening a formal Case, we ask that you message the seller directly through our messaging system to explain the issue and give them an opportunity to resolve it. Many issues — including shipping delays and minor description discrepancies — are resolved quickly this way.

Give the seller at least 48 hours to respond before escalating to a Case.

Step 2: Open a Case

If the seller does not respond within 48 hours or you are unable to reach a resolution, contact us at support@buyhappythings.com to open a formal Case. Please include:

• Your order number.
• A description of the issue.
• Photographs of the item received (for "Not as Described" cases).
• Any relevant message history with the seller.

Effect on Seller Payout

When a Case is opened, the seller's payout for that order is placed on hold and will not be released until the Case is resolved. If the Case is decided in the seller's favor, the payout hold is lifted and the normal payout timeline resumes. If the Case is decided in the buyer's favor, the payout for that order is cancelled.

Seller Response

Once a Case is opened, the seller will be notified and has 3 business days to respond with their account of the situation and any supporting evidence (tracking information, correspondence, photos of item condition at shipping, etc.).

Resolution

After reviewing the evidence from both parties, BuyHappyThings.com will determine a resolution. We aim to issue a decision within 5 business days of receiving both parties' submissions (or within 5 business days of the seller's 3-day response window closing, if no response is received). Possible outcomes include:

• Full refund to the buyer — if the item was not received and tracking confirms a delivery failure, or if the item is materially not as described.
• Partial refund — if the item has a minor defect that was not disclosed but does not warrant a full refund.
• Case closed in seller's favor — if the evidence supports that the item was accurately described and delivered as expected.

We will notify both parties of our decision. Refunds, when granted, are typically processed within 5–7 business days.

Returns in "Not as Described" Cases

When a Case is decided in the buyer's favor for an "Item Not as Described" reason, we may require the buyer to return the item before the refund is issued. In these cases:

• The seller is responsible for return shipping costs. BuyHappyThings.com will coordinate this with the seller.
• The buyer must return the item in the same condition in which it was received, using a carrier with tracking.
• Once the seller confirms receipt of the returned item, the refund will be processed.

Tracking Shows Delivered but Buyer Claims Non-Receipt

If the tracking record shows the package was delivered but you did not receive it:

• Check with other members of your household and check near all entry points to your address (including with neighbors if your building has shared mailroom or lobby areas).
• Contact the carrier directly to initiate a trace.
• Provide the outcome of your carrier inquiry when submitting the Case.

When valid tracking confirms delivery to the buyer's checkout address, Cases are generally decided in the seller's favor. Exceptions include confirmed carrier errors (mis-delivered to a wrong address) or documented GPS delivery discrepancies.

Appeals

If you believe our decision was made in error, you may request a review by replying to our Case decision email within 14 days. Please include any new information or evidence not previously submitted. Appeals are reviewed by a different member of our team. Our decision on appeal is final.

Abuse of the Cases System

Opening Cases in bad faith — for example, claiming an item was not received when it was, or misrepresenting an item's condition — violates our policies and may result in account suspension. We take fraudulent Cases seriously and investigate all abuse reports.

Chargebacks

If you initiate a chargeback through your credit card or PayPal before a Case has been resolved, we may close the Case. We cooperate with payment providers in chargeback investigations and provide transaction evidence as requested.

Contact

To open a Case or ask questions about this policy, contact us at support@buyhappythings.com.