Cancellations & Refunds

When an order can be cancelled, how refunds work, and what to do if your gear arrives with a problem. Each seller sets their own return policy, so returns vary from seller to seller.

Cancelling An Order

Buying gear or having an offer accepted on Paintball Vault is a binding transaction, so cancelling should be rare. When it's needed, here's how it works.

As A Buyer

1. Open Buying from the account menu and press Message on the order to let the seller know as soon as possible.
2. Contact us with the order. We can cancel an order that hasn't shipped yet.

If the seller hasn't accepted your order within 72 hours, it cancels on its own and you aren't charged. Paintball Vault monitors cancellations and may restrict buyers who regularly cancel orders.

As A Seller

While an order is waiting for you to accept it, press Need to cancel? on the order under Selling, then Contact Paintball Vault To Cancel. The buyer is refunded in full.

Once you've accepted an order, you're expected to ship it. If you truly can't, contact us right away. Cancelling accepted orders hurts buyers who were counting on the gear, so it carries real consequences:

• Cancellations go on your record and may appear in your public seller statistics.
• Sellers who repeatedly cancel accepted orders may have selling restricted or their account suspended.
• Paintball Vault may deduct costs it incurred on the cancelled order, such as the shipping label, from future payouts.

You won't be paid for a cancelled order, even if the gear was already delivered.

Automatic Cancellation

Orders cancel automatically when:

• The seller hasn't accepted the order within 72 hours of purchase.
• No shipping label has been created within 6 days of purchase.

Orders That Never Show Up In Transit

If there are no tracking updates showing the gear is on its way, the order can be cancelled and the buyer refunded. Sellers can avoid this by always shipping with the Paintball Vault label created for the order. The carrier's scans on that label are what prove the gear is in transit, and orders shipped any other way can't be verified.

If Your Gear Never Arrives

First, check the tracking on the order under Buying.

Tracking shows delivered, but you don't have it. Check with anyone at your address and your neighbors, look around your property, and ask the carrier where the package was left. Then, within 48 hours of the delivery scan, press Submit A Review on the order, turn on Submit A Dispute and contact us. We'll look into it and may file a claim with our shipping insurance provider. The provider makes the decision, so a refund isn't guaranteed.

Tracking stopped, or the package is lost. Contact us with the order within 14 days of the expected delivery date. We'll file the claim, and you get a full refund once it's approved. Claims can take several weeks.

The box arrived empty or something is missing. Report it within 48 hours of delivery the same way, and keep the box, all packaging and the shipping label until we tell you the claim is finished. Throwing them away can get a claim denied.

To complete a claim, we may need a signed statement from you and other supporting documents.

Please come to us before going to your bank. A chargeback can take months, and we can usually sort it out faster.

Knowingly making a false claim is fraud and is illegal. We may report it to local authorities and our insurance provider, and close the accounts involved. See our Code Of Conduct.

Refund Timing

If you hadn't been charged yet when the order was cancelled, the authorization on your payment method is simply released. Released authorizations usually drop off your statement within 5–10 business days, depending on your bank. If the charge had already gone through, a full refund is issued when the order is cancelled and typically appears within 5–10 business days. Refunds on one order from a multi-seller checkout can take longer.

If Something's Wrong With Your Gear

You have 48 hours after delivery to report a problem. After that, the order is rated automatically and the seller is paid.

1. Message the seller from the order and describe the problem.
2. On the order, press Submit A Review and turn on Submit A Dispute. This holds the seller's payment.
3. If you can't work it out with the seller, contact us with photos of the whole item, the problem area, and the packaging and shipping label.

Our team reviews disputes under the policy below.

Refund & Cancellation Policy

Paintball Vault, Inc.

Paintball Vault provides an online marketplace for consumers. Refund requests are processed by Paintball Vault in line with e-commerce requirements and in accordance with our Terms of Service (TOS).

Policy

The company established a return policy that addresses both parties of the transaction, the Buyer and the Seller. If Buyers have an issue with an item that they received, the Sellers, our agents, and/or our systems can decide if an item is eligible for a return and/or a refund. Buyer may receive a refund to the originating payment instrument, funds added to balance, or a Paintball Vault "account" credit (account credit) depending on eligibility. Buyers must initiate a refund and return request. The Buyer must initiate a refund through the Order page or the Rating page within 48 hours of delivery. Issues raised through other channels or through other forms or after 48 hours may not be considered for returns.

Eligibility

The Buyer may be eligible for a refund for the following reasons:

• Doesn't match listing
• Possibly not authentic / counterfeit
• Doesn't work
• Damaged
• Item is incomplete
• Wrong item

The Buyer must provide complete, accurate answers to specific questions about the received item and provide each specific photo requested, both of which may vary depending on the type of issue the Buyer is presenting. Other issues may be raised during this process that may/may not result in a return or refund.

Evaluation

Paintball Vault evaluates the issue presented to determine if the item is as described or warrants a return or refund. In some cases, Paintball Vault may share the Buyer's Issue with the Seller to understand the Seller's perspective in the issue evaluation process. Sellers may dispute the request and provide additional information. Paintball Vault may also have the Buyer and the Seller discuss and attempt to resolve the issue independently. If the Buyer has a complaint about the item that falls outside of Paintball Vault's Refund Policy, the Seller may use discretion to accept a refund and item return due to complaints such as:

• Doesn't fit
• Smells
• Doesn't match listing
• Changed my mind

The Buyer and/or Seller may be asked to provide the following additional information as part of the evaluation:

• Provide photos to show the entire item(s) received
• Highlight the problem area (when applicable)
• Provide photos of the packaging and full shipping label
• Other information as warranted

Returns and Refunds

Paintball Vault is an online marketplace consisting of independent sellers who manage their own shops. This means that each seller is responsible for their individual shop policies on refunds, returns, and exchanges. These policies will vary from seller to seller. If you want to know whether a seller accepts returns, message them before you buy.

Paintball Vault is only able to support refunds for payments made on Paintball Vault. To stay safe, we ask that all transactions are processed through Paintball Vault.

Buying From A Seller Who Does Not Accept Returns

Unfortunately, for sellers who do not accept returns for items, Paintball Vault cannot ensure that the seller is responsible for accepting your refund request per Paintball Vault's Terms & Conditions.

Buying From A Seller Who Accepts Returns

Whether your order was cancelled, damaged, or didn't match the listing, we're working hard to make sure you can get back to shopping as quickly as possible.

If something goes wrong, we ask that return requests are made within 48 hours of delivery. After 48 hours, the payment is released to the seller and your order is complete.

Refunds will be processed to the original form of payment no later than three (3) business days after confirmation from the Seller that the item was returned by the Buyer to the Seller.

For approved returns, Paintball Vault may provide a shipping label to the Buyer, depending on the seller's return policy. The Buyer has three (3) calendar days to mail the item back or the Return can be nulled. In the event that the item is shipped but cannot be delivered to the Seller, the Buyer will be refunded 10 days after approval.

Refunds are also issued to the cardholder if the bank or issuer provides adequate evidence that the purchase was made without the cardholder's knowledge.

If a refund request is received after the transaction has been processed outside of our Return Policy timeframe, a refund to the original form of payment may not be available. In that case, an account credit may be made at Paintball Vault's discretion.

Returned items are reviewed by the Seller after they have been received. The Seller has 24 hours from receipt to inspect the item before the refund is issued to the Buyer.

The Seller may file a "Return Condition Dispute" and provide evidence of the condition or other claims which will be investigated before a refund can be issued. In such cases, the item may not be eligible for a refund to the Buyer.

Post Rating Refunds

An exception may be made in the event that Buyer can prove that an item was:

• Stolen
• Counterfeit

Up to 30 days after delivery of the item to the Buyer, the payment has already been released to the Seller, so a refund to the original form of payment is not available and Paintball Vault may refund the Buyer through an account credit. The item will not be returned. The credit is issued as an exception and will expire in 90 days.

Return Condition Disputes

When the Seller receives an item back from the Buyer, the Seller has 24 hours from the time of delivery to review the item and let Paintball Vault know that it was different from how it was sent. Sellers must request help from the Order Status Page or Help Center and completely and accurately provide the information and photos requested. Paintball Vault will review the request and may provide a partial or full credit to the Paintball Vault account.

All Sales Final

Paintball Vault does not accept Returns or issue a refund if the Buyer rated the order and released payment to the Seller or in the following circumstances:

• Return request approved, but Buyer does not return the item back to the Seller after seven days from receiving.
• If the Buyer does not contact Paintball Vault within the Return timeframe when Returns are accepted upon Seller's approval.
• Prohibited, hazardous or illegal items are not eligible for a return.

Any exceptions to the All Sales Final policy will result in an account credit.

Returns Abuse

Abuse of refunds and returns may, at Paintball Vault's discretion, result in account limitation(s) and/or legal action.

Paintball Vault Cancellations

Occasionally, Paintball Vault may need to cancel a transaction to keep both the buyer and seller safe.

This can happen when a prohibited item is sold or one of the users does not honor Paintball Vault's Code Of Conduct.