Reverb Buyer Protection
Report any issues within 7 days of delivery & we’ll help you sort it out
Reverb Buyer Protection ensures that you’ll receive a refund if your gear is lost, damaged, or doesn’t match its description. All you have to do is report any issues within 7 days of delivery and our team will make sure you’re taken care of.
While millions of instruments arrive each year as expected and ready to play, we know that issues can sometimes occur—that’s where Reverb Buyer Protection comes in.
Here’s how it works:
Contact the seller within 7 days of delivery
Most issues are easily resolved directly with the seller inline with their return policy. When you message the seller or request a refund, provide photos and/or videos of the issue and keep all communication on Reverb.
Reach out to Reverb Support
If you don’t hear from the seller within 24 hours, contact Reverb Support. Send pictures of any damage and a repair estimate, if applicable.
We’ll take it from there
We’ll review the sale, work with the seller, and let you know if anything else is needed to issue your refund.
What’s covered under Reverb Buyer Protection?
To qualify for Reverb Buyer Protection, orders must be carried out directly through Reverb—including record of both payment and shipment—and issues must be reported within 7 days of the item being marked as delivered (or within 14 days of the anticipated delivery date if the item isn’t delivered).
You’re eligible for a refund if your gear is:
- Declared lost by the carrier
- Damaged in transit
- Significantly different from how it was described
- Part of a fraudulent order or scam
- Denied for a refund within the seller’s return policy
Reverb orders that fall into the above categories and are reported within the return window are covered under Reverb Buyer Protection. Some sellers may accept returns after a longer period of time—reference your item’s specific return policy for more info.
What isn’t covered under Reverb Buyer Protection?
In general, here’s what isn’t covered. For a full list, see the Reverb Purchase Protection terms and conditions.
- Issues reported after 7 days from delivery (or after 14 days of the anticipated delivery date in the case of non-delivery)
- Off site transactions
- If you change your mind and request a return outside of a seller’s return policy
- Issues reported on forwarded or re-shipped packages
When you purchase from a seller who processes payments through PayPal: your order is protected by PayPal Protection rather than Reverb Buyer Protection. If there’s a problem with your order, we’re happy to walk you through the PayPal dispute process. Learn more in our Help Center.
Looking for information on how Reverb protects sellers? Learn more about Reverb Seller Protection.
Effective date: September 6, 2023
Updated: August 1, 2023