reSound

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Buyer Protection Programme

At reSound, we don't just offer a marketplace for pre-loved gear; we provide the trust and peace of mind similar to buying new equipment.

Our buyer protection programme begins with stringent selection and vetting of our sellers, ensuring they meet our exacting standards for service and reliability.

The products themselves undergo meticulous authentication, servicing, and approval processes before being made available on our platform, guaranteeing that every instrument meets our high-quality benchmarks.

Once you've made a purchase, our support extends through post-sales assistance, providing you with ongoing support and guidance should any concerns arise after your transaction. We're here to ensure that your experience on reSound is not only enjoyable but also secure and hassle-free, empowering you to confidently explore and acquire your next musical gear with the assurance comparable to buying new, yet enriched by the history, heritage, and rich sound of a pre-loved instrument.

In case you need our help with your purchase, our team will ensure you receive the necessary support so you can focus on your gear.

The terms of our buyer protection programme are integrated into our Terms of Service. To qualify for this Buyer Purchase Protection Programme and the Seller Protection Programme (collectively, the “reSound Protection Programmes”), you must agree to these terms as well as our Terms of Service.

How to initiate a complain or a return?

Contact the Seller, then the reSound Support

If a buyer wishes to return an item, obtain a refund, or report a problem with their order on reSound, the first step is to contact the seller directly via Messages or the ‘Raise a concern - open a case’ option. It is crucial for sellers to specify their shop policies regarding returns and refunds clearly, and for buyers to understand these policies before placing an order.

Sellers are expected to respond promptly to messages from buyers. If a buyer has contacted the seller through Messages and hasn’t received a response within 24 hours, or if the seller is unable to resolve the issue, the buyer may then contact the reSound support team

While reSound may assist in resolving disputes, it is not obligated to do so. Assistance may include automatically closing the case and issuing a refund or further reviewing the case to facilitate a resolution between the parties.

reSound Buyer Purchase Protection Programme

To initiate a case with reSound, an order must meet the following criteria:

  • The purchase was made on reSound using reSound payments.
  • The order falls within the eligible timeframe to open a case (7 days from delivery or 14 days from the anticipated delivery date in cases of non-delivery).
  • The buyer has reported the issue to the seller through Messages and allowed 24 hours for a response.
  • The buyer wants to open a case because the item either never arrived, arrived damaged, or did not match the listing description, never arrived, arrived damaged, or do not match the listing description and condition. Discrepancies like colour, model, version, size, design, or material differences qualify for this program.

reSound encourages buyers and sellers to resolve order issues directly. When expectations are not met, if a buyer fulfills the requirements of the reSound Buyer Purchase Protection Programme, reSound will intervene to support the buyer.

In Case of a Dispute: Disputes must be communicated to reSound within 7 days of the shipment being delivered (or within 14 days from the anticipated delivery date in the case of non-delivery). Sellers should first attempt to resolve the issue directly with the buyer. If a resolution cannot be reached, reSound Support will step in to mediate.

Ineligible Disputes and Transactions Certain disputes and transactions do not qualify for the reSound Protection Programme, including:

  • Offsite transactions, including in-person transactions.
  • Returns requested outside of the seller’s return policy when the seller has fulfilled their - obligations.
  • Items altered, used, damaged, discarded, or repaired after receipt.
  • Late deliveries due to shipping delays caused by external factors like strikes.
  • If an item is damaged or lost in transit, the seller should initiate a claim with the courier.

The resolution Once a case is opened, reSound typically resolves and closes it automatically. However, in some cases, further investigation may be required. Sellers and buyers may need to submit additional documentation to support their case.

The reSound Protection Programmes are neither insurance policies, warranties, nor guarantees. reSound has sole discretion to determine if a transaction qualifies for protection under these programs. reSound reserves the right to modify, suspend, or discontinue these programs at any time, for any reason, without liability for any effect these changes may have on you.

There is no legal entitlement under the programs. In cases where reSound does not issue a refund to the buyer, the buyer’s right to pursue claims against your shop remains unaffected. Your legal rights are preserved.

reSound reserves the right to adjust its initial decision based on new information.

Effective Date: 9 April 2024