Returns and refunds
Last updated: October 11, 2026
Operator: Socket LLC · Contact: help@getsocket.app
Sellers fulfill and ship physical orders. A refund is paid from the seller's held payout or balance and returned as Plugs to the buyer's wallet. Socket does not fund the refund.
Return policy
A seller sets a return policy for the store or for an item: no returns, 14 days, or 30 days. The default is no returns. Damaged, wrong, or not received items are covered even when the policy is no returns. The policy is shown on the item and at checkout.
Damaged or wrong item
The buyer opens Problem with order in the Library, chooses Damaged or Wrong item, and adds photos. The seller has 3 days to replace the item or refund it. A replacement return is at the seller's cost. The seller records a return label or a postage reimbursement on the order. The buyer does not pay that return. If the seller refunds and lets the buyer keep the item, the refund is sent then. If the seller asks for the item back, the refund is sent when the seller marks it received. If the seller does not respond in time, or does not mark a replacement shipped within 7 days after receiving the return, the buyer is refunded in full.
Not received
If tracking shows the order was delivered, the report is reviewed. If there is no tracking and the buyer reports the order was not received after the delivery window, the buyer is refunded. An order that is not marked shipped within 14 days is refunded.
Change of mind
A change of mind is available only when the seller's policy allows it, and only inside that window. The buyer requests the return. The seller approves it. The policy states who pays return shipping. The refund is sent when the seller marks the item received.
Songs, beats, and licenses
A digital purchase is not refunded after download unless the file is broken or not as described. Those reports are reviewed.
Review
Either person can escalate a case. The review includes the order, messages, photos, and tracking, and can refund the order, refund part of it, or close the case.
Seller payout and selling limits
Seller payout on a physical order is available 7 days after it is marked shipped, or sooner when it is marked delivered. A seller with fewer than 5 completed orders has a 14-day hold and may have 10 open orders. A store shows its order count and on-time ship rate. Selling pauses at 3 unresolved complaints in 60 days. Repeated unresolved complaints are recorded as a moderation strike. A card chargeback is debited from the seller's balance, which can go negative and is recovered from later sales.
Pay on Socket
Pay and get paid on Socket so the record stays with the sale. If a message mentions an off-app payment, Socket shows a warning.
This page is part of the Terms of Service.