When something goes wrong
If an item has not arrived, arrives damaged, materially differs from its listing, or raises authenticity or safety concerns, open Order Help from that order. Explain the problem and provide relevant photos, listing details, tracking and communications. Keep the item and packaging while the case is reviewed; do not return it to an unverified address.
Underground can request information, review available records and take marketplace action. Outcomes depend on the evidence, seller policy, payment-provider process and applicable law. A carrier scan or an accusation alone is not a guaranteed decision. Case closure is not proof that a refund reached your payment method.
Underground protects buyers according to its policies, but Buyer Protection does not guarantee refunds in every situation. Buyers must provide accurate information and use Order Help for order problems.
Nothing in these policies removes rights that applicable law makes mandatory, or prevents a legitimate card dispute, payment-provider complaint, regulatory report, or honest review. Contacting Underground does not extend a card issuer’s or legal deadline.