Table of Contents
Remark uses an escrow model to protect both buyers and sellers. Funds are held securely until delivery is confirmed — and buyers have a window to raise concerns before sellers are paid out. This policy explains exactly when and how refunds are issued.
Section 01
All purchases made on Remark are final. Because listings on Remark are student-to-student transactions for used or annotated books, we do not accept returns for reasons such as:
Refunds are only issued when an item is materially not as described, was never shipped, or in cases where Remark determines at its discretion that a refund is warranted after reviewing a dispute.
Section 02
A buyer may open a dispute — and receive a full refund — in the following situations:
Remark reviews all disputes and makes the final determination on whether a refund is warranted. Our decision is binding and final.
Minor condition differences that fall within the reasonable interpretation of the listed condition do not qualify for a refund. Normal highlighting, handwritten notes, and wear consistent with the listed condition are expected on annotated or used books.
Section 03
If you believe your order qualifies for a refund, follow these steps:
During an open dispute, the seller's funds remain on hold. The dispute window is strictly 48 hours after confirmed delivery. No disputes can be opened after this window.
Section 04
When Remark approves a refund, the following process occurs:
Refunds are typically processed within 5–10 business days depending on your card issuer or bank. Remark does not charge any fees on refunded transactions.
Partial refunds may be issued in cases where only part of an order is disputed and Remark determines a partial adjustment is appropriate.
Refunds are returned to the original payment method only. We cannot issue refunds to a different card or payment method than the one used for the original purchase.
Section 05
When a buyer completes checkout, the seller receives a 7-calendar-day shipping deadline. This deadline is clearly shown on the seller's order dashboard and communicated via email.
If the seller does not ship the item (as evidenced by no carrier acceptance scan) within 7 days of order confirmation:
This process runs automatically and does not require the buyer to open a dispute. Buyers will receive an email notification when an automatic refund is triggered.
Sellers are responsible for shipping promptly. If you are unable to ship due to an emergency, contact support at [email protected] before the deadline. We may grant a one-time extension at our discretion.
Section 06
All buyer payments are held in escrow by Remark (via Stripe) and are not released to sellers until specific conditions are met:
If a dispute is opened before the hold period ends, the automatic release is paused until Remark resolves the dispute. This protects buyers while ensuring sellers are paid fairly once delivery is confirmed and the dispute window closes.
Hold periods by seller tier:
Section 07
Remark's support team reviews all open disputes. Our process includes:
Both buyers and sellers will be notified of the outcome via email. Remark's dispute decisions are final. If you believe a decision was made in error, you may request a one-time review by emailing our support team within 5 business days of the original decision.
Section 08
Refunds will not be issued in the following circumstances:
If you have a question about whether your situation qualifies, contact our support team before the dispute window closes.