Buyers FAQ
What are the buyer fees on reSound?
The Service fee? For every order placed on reSound.market, a non-refundable service fee of £2.99 is applied. This fee is automatically added to your purchase total at checkout and covers the operational costs of maintaining our secure and efficient marketplace.
The Buyer Protection Programme fee? For every order placed on reSound.market, a Buyer Protection fee of 6% is applied. The Buyer Purchase Protection Programme ensures a trustworthy shopping experience by protecting your purchases. This program guarantees that you will receive your gear as described and in good condition. If your order is lost, damaged, or does not match the description, you are eligible for a refund. This protection is supported by a 6% selling fee added to the item's sale price at checkout.
What are the musical instrument conditions and what do they mean?
reSound uses specific terms to describe the condition of the gear for sale on our marketplace. Make sure you rate your listings accordingly:
- B-Stock: Items that were opened and returned, have a cosmetic imperfection, or were used as demo units in a shop. These can be in refurbished or used condition.
- Refurbished: Items undergo thorough inspection, cleaning, and repair to address any defects or issues they may have had.
- Used - Mint: Items are completely blemish-free and have not been modified in any way.
- Used - Excellent: Items have been used but only exhibit minor cosmetic defects. Minor surface-level scratches, such as pick marks from regular use, would qualify.
- Used - Very Good: Items with more cosmetic imperfections but are still in great overall condition.
- Used - Good: Items are in fine working order but have significant cosmetic imperfections.
Making Offers on Items
How do I make an offer on an item?
- Click "Make an Offer" on the listing page.
- Set your "Shipping to" location to ensure shipping rates are accurate.
- Enter your offer amount and submit your offer.
Please note: By submitting an offer, you commit to paying if it is accepted. Your offer does not prevent other users from making offers or buying the item at the listed price. Discounts and promotions do not apply to offers.
After Making an Offer
What happens after I submit an offer? The seller has 24 hours to accept, decline, or counter your offer. If there is no response within 24 hours, your offer will expire.
Can I cancel an offer ? Once submitted, an offer cannot be canceled. If you made an offer in error, immediately use the "Message Seller" button on the listing to explain the mistake and request that they disregard the offer.
Am I obligated to purchase if my offer is accepted? Yes, if your offer is accepted or if you accept a seller's counteroffer, you are required to complete the purchase. You must submit payment within 72 hours, and you will receive an email notification to proceed.
What if I don't pay for an item after my offer is accepted? Failure to complete the purchase can cause significant inconvenience for sellers and may result in account suspension for repeated offenses. Please make sure you are committed to purchasing the item before making an offer.
Buyer Protection
How am I protected if the item is not as described or doesn't arrive? All purchases are protected by reSound Buyer Protection. If your item arrives damaged, not as described, or doesn't arrive at all, contact the seller within 7 days of delivery. If the issue isn't resolved, reSound Support can step in to help. Ensure to keep all packaging and document any issues with photos or videos to support your claim.
For more detailed information or additional assistance, please visit our Buyers Help Section or contact us directly.
Is there a warranty available for refurbished and pre-loved gear purchased through the reSound platform? Yes! Every purchase on our platform includes up to a 12-month warranty and is protected by our Buyer Protection Programme, offering you peace of mind and security against any unexpected issues. Please refer to each listing for specific warranty details.
Buying and returns
How do returns work for buyers on reSound?
Quick answer Since reSound consists of retailers who manage their own shops, we recommend you first review the seller's Shop Policies section to confirm the return policy on your purchase. If you are within the appropriate return window, message the seller directly with documentation of any issues.
All purchases on the site are backed by reSound Buyer Protection. reSound's return process is important to review the seller’s return policy on their Shop Policies page to confirm whether a return is warranted. If the item arrived not as described and is reported to the seller and/or reSound within 7 days of delivery, you are eligible for a return.
Be sure you save all packaging in case the carrier asks for this. Outside of the 7-day window, a return is dependent on the seller’s custom return policy, if applicable. The reason for your return will determine who is responsible for the return shipping costs.
Once the seller has the item back, your refund should be completed within 48 hours and you should see the money back in your account within the following 3-5 business days.
Important: If you make any modifications to the item after receiving it, that voids reSound Buyer Protection, and a return is not warranted.
Steps for getting a refund or return started
Gather photos and videos of any issues once they are encountered and message the seller on reSound with that information. Our team can see all messages, expediting a resolution if our involvement is needed.
- Allow the seller 24 hours to respond to this request.
- Once approved, ship the item back to the seller (unless a partial refund or other arrangements were discussed). Be sure to confirm the seller's return address with them prior to shipping.
- Once the item is back in the seller's possession, your refund should be initiated within 48 hours.
This allows the seller to inspect the item and ensure it arrives back as described. If the seller remains unresponsive to your messages and refund request after 24 hours, you can contact us to step in and assist.
Who is responsible for return shipping costs?
If the item you purchased arrived damaged or not as described, and you reported the issues to the seller or reSound within 7 days of delivery, the seller is responsible for the return shipping costs.
On a preference-based return, typically the buyer would be responsible for purchasing the return shipping label, as well as coordinating return shipping logistics with the carrier.
Where can I find a return address?
To ensure your shipment will be received safely by the seller, you will need to message them directly to confirm their desired return shipping address. This is critical since sellers must receive the returned item before completing the refund. Make sure your seller approves your refund request before shipping the item back.
How to contact a seller?
Quick answer When issues come up on a purchase, whether there is a problem with the item or with the shipment, the majority are resolved between the buyer and seller.
Contacting a seller can include sending a message, or requesting a full or partial refund. Every reSound seller is an independent business with unique shop policies. reSound sellers create or curate their own inventory and manage their own orders.
To contact the seller of your purchase: If you are trying to get in contact with the seller of your reSound purchase, you can do that directly via the reSound platform and our message system.
- Head to your Purchases page.
- Locate the specific order and select Message Seller.
- Type in your message and choose Submit.
To continue a conversation with a seller, head to your Inbox In order to qualify for reSound Buyer Protection, a message or refund request must be sent to your seller within 7 days of delivery.
How to contact a reSound seller before buying: Select the Contact button on the individual listing to start a message thread between you and the seller. The majority of sellers on reSound respond to messages within 24 hours. Since reSound is a marketplace full of unique sellers, reSound staff is unable to answer questions about specific item details.
The seller wasn't able to help me If the seller is unable to help you, your next step is to contact reSound support. As part of reSound Buyer Protection for qualifying orders, you’ll receive a full refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the description in the listing.
How does reSound protect buyers?
All purchases on the site are backed by our reSound Buyer Protection programme. If anything arrives damaged or not as described, contact the seller within 7 days of delivery with photos and/or videos of the issues. We always recommend contacting the seller first, as the majority of issues are resolved between buyers and sellers. For purchases that arrive as-described after the 7 day window expires, the seller’s individual return policy determines your eligibility for a refund. It is always a good idea to check out the Shop Policies tab on any listing to see the seller's individual policies.
Where can I view my seller’s return policy? Be sure you are able to locate the item's return policy. Important: If you make any modifications to the item after receiving it, or reship the item to a different address, that voids reSound Buyer Protection and a return is not warranted.
How do I qualify for reSound Buyer Protection? All sales completed through the reSound website qualify for reSound Buyer Protection. Record of both payment and shipment must be available within the reSound platform. Disputes must be communicated to reSound within 7 days of the shipment being delivered. Communicating any desire for a refund or return must be done on the reSound platform within the seller’s return policy.
How do issues get resolved? First, contact the seller directly to work out a solution. Most issues are solved easily between the buyer and seller. If you’re unable to come to an agreement with the seller, contact reSound Support and we’ll step in to mediate.
reSound Buyer Protection programme
To summarise: Report any issues within 7 days of delivery & we’ll help you sort it out
reSound 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 reSound 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 reSound. If the issue is not resolve, open a case.
- If you don’t hear from the seller within 24 hours, contact reSound 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 reSound Buyer Protection? To qualify for reSound Buyer Protection, orders must be carried out directly through reSound—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
reSound orders that fall into the above categories and are reported within the return window are covered under reSound 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 reSound Buyer Protection?
-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
How am I protected if I do not receive an item or the item I receive is not as described?
Quick answer: All purchases on the site are backed by our reSound Buyer Protection.
- If anything arrives damaged or not as described, contact the seller or reSound within 7 days of delivery with photos and/or videos of the issues. We always recommend contacting the seller first, as the majority of issues are resolved between buyers and sellers.
- If anything arrives damaged or not as described, follow the steps below: Gather photos and videos of any issues once they are encountered and message the seller on reSound with that information.
- If the item arrived damaged, hold on to any packaging materials and the box it arrived in.
Do not attempt to make any further modifications as this will waive your buyer protection.
Contact your seller Allow the seller 24 hours to respond to this request.
- Once approved, ship the item back to the seller (unless a partial refund or other arrangements were discussed).
- Once the item is back in the seller's possession, your refund should be initiated within 48 hours.
- If the seller remains unresponsive to your messages and refund requests after 24 hours, you can contact reSound Support to step in and assist.
For purchases that arrive as-described or a refund is requested after the 7 day window expires, the seller’s individual return policy determines your eligibility for a refund. It is always a good idea to check out the Payments & Returns section on any listing to see the seller's individual policies.
Where can I view my seller’s return policy? Be sure you are able to locate the item's return policy.
Did you purchase an item and it never shipped? After you complete a purchase, reSound allows sellers 3 business days to add tracking information to their orders. If it is past the 3 business days, we recommend contacting the seller for a status update. In the event the seller remains unresponsive, you can contact reSound Support to assist.
How do preference-based returns work?
Quick answer. If an item arrives as-described but you want to return it, this qualifies as a preference-based return. In these situations, the buyer is responsible for all shipping costs, including the return shipping label. However, not all sellers allow preference-based returns, so it’s always best to review the listing’s return policy with the seller prior to purchasing.
What is a preference-based return? A preference-based return is if you want to return an item simply because you don’t like or want it for any reason.
How do I know if a seller accepts preference-based returns? All sellers have their return policy listed on the Payments & Returns section of the listing page. This is a part of the About the Seller section as you scroll down the listing.
How does return shipping work for preference-based returns? For preference-based returns, the buyer is responsible for purchasing the return shipping label, as well as coordinating return shipping logistics with the carrier. The seller and buyer should work together to find the best avenue for return shipment. Please note that the Service and transaction fees charged by reSound are not refundable under any circumstances.
Sell or Trade in
Can I trade in my gear with reSound? While we do not directly offer trade-ins or purchase your gear ourselves, you can sell your gear to our retail partners. Simply fill out the Sell your gear with us form, and our retail partners will respond with their offers. Once an offer is accepted, they will arrange to collect your item and provide payment or credit within a few days of receiving your item.
Can I sell my instruments? For Consumers wanting to sell Consumers are not allowed to list items directly for sale on the platform. Instead, if you are a consumer looking to sell a musical instrument or audio equipment, you can here Sell your gear with us. This option connects them with our network of retail partners who can purchase the items.
We are here to help ensure your experience on reSound is as smooth and secure as possible.
GDPR - EU data transfer reSound is intent on complying with the European Union's General Data Protection Regulation (GDPR) and has created the following policy and disclosures in accordance with GDPR. To learn more, read our privacy policy