Refund policy
Last updated: 6 February 2026
This Refunds & Returns Policy applies to all purchases made through The Hackers Market (the “Marketplace”), including orders fulfilled by third-party brands and sellers via Shopify Collective.
By placing an order on The Hackers Market, you acknowledge and agree to the terms set out below.
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1. Marketplace Role & Seller Responsibility
The Hackers Market acts solely as a platform connecting customers with independent third-party brands (“Sellers”).
• Products sold on the Marketplace are sold, fulfilled, and refunded by the Seller, not by The Hackers Market.
• Each Seller operates as an independent merchant and is legally responsible for:
• Order fulfilment
• Product quality and accuracy
• Returns, refunds, replacements, and exchanges
• Compliance with applicable consumer protection laws
While Sellers may publish their own returns policies, all Sellers must meet or exceed the minimum standards set out in this policy.
The Hackers Market does not take ownership of inventory and does not process refunds on behalf of Sellers except where legally required.
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2. Statutory Consumer Rights
Nothing in this policy affects your statutory rights under the laws of your country or region.
Depending on your location, you may have non-waivable rights relating to:
• Faulty or defective goods
• Goods not as described
• Cooling-off periods for distance sales
Where local law provides greater protection than this policy, local law will prevail.
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3. Seller-Specific Policies
• Each product listing will identify the Seller responsible for the item.
• Sellers may operate their own refund and return policies, provided they:
• Comply with applicable law
• Are no less protective than this policy
• In the event of a conflict, statutory rights override all other terms.
Customers must contact the Seller directly to initiate any return or refund unless otherwise stated.
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4. Strict Return Timeframes (Non-Faulty Items)
Unless otherwise required by law:
• Return requests must be submitted within 7 calendar days of delivery
• Items must be:
• Unused
• Unworn
• In original, unopened packaging
• In a resalable condition
Requests submitted outside this timeframe may be automatically rejected.
Return shipping costs for non-faulty items are the responsibility of the customer unless the Seller states otherwise.
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5. Faulty, Damaged, or Incorrect Items
If an item arrives faulty, damaged, or incorrect:
• You must notify the Seller within 48 hours of delivery
• Clear photographic or video evidence must be provided
• Failure to report within this window may result in refusal of a refund or replacement, except where prohibited by law
Normal wear and tear, misuse, or failure to follow care instructions do not constitute a fault.
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6. Non-Returnable Items
Unless required by law, the following items are non-returnable and non-refundable:
• Perishable goods
• Personal care, beauty, wellness, or ingestible products once opened
• Sealed items where the seal has been broken
• Digital products or downloads
• Gift cards
• Customised or made-to-order items
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7. Refund Processing
• Refunds are issued by the Seller, not The Hackers Market
• Approved refunds must be processed to the original payment method
• Processing times vary by Seller and payment provider but typically take 5–10 business days after approval
Original shipping fees, customs duties, taxes, and import charges are non-refundable unless legally required.
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8. International Orders & Customs
For international orders:
• Customers are responsible for all customs duties, taxes, and import fees
• Delays caused by customs clearance are not grounds for a refund
• Returns refused due to unpaid customs charges will not be refunded
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9. Disputes & Chargebacks
Customers are encouraged to resolve disputes directly with the Seller.
Initiating a chargeback without first contacting the Seller may result in:
• Delayed resolution
• Suspension of Marketplace access
• Rejection of future claims
The Hackers Market reserves the right to provide transaction data to payment processors or financial institutions in the event of a dispute.
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10. Marketplace Discretion & Abuse Prevention
To protect Sellers and the integrity of the Marketplace:
• Excessive or abusive return behaviour may result in refusal of future returns
• The Marketplace reserves the right to:
• Restrict accounts
• Decline return requests
• Remove customers who misuse refund systems
All decisions are made in line with applicable law.
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11. Contacting a Seller
Seller contact details are provided on each product listing and order confirmation.
If you are unable to reach a Seller after 5 business days, you may contact:
📩 hello@thehackersmarket.com
The Hackers Market may assist in facilitating communication but does not guarantee resolution.
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12. Policy Updates
This policy may be updated at any time. The version in effect at the time of purchase will apply unless otherwise required by law.