# Refund & Cancellation Policy > Fanatics Live features live competitive bidding for limited and rare products To protect the integrity of the auction process ALL SALES ARE FINAL BIDS ARE B Source: https://support.fanatics.live/en_us/refund-cancellation-policy-SkH3Icsg Last updated: 2026-02-03T22:39:33.225Z Fanatics Live features live competitive bidding for limited and rare products. To protect the integrity of the auction process, ****a********ll sales are final and bids are binding. **** You understand that placing a bid is an offer to buy the item at the price in the bid, plus any applicable shipping and/or handling fees, as well as any applicable sales, use or other similar taxes For more information, see our [Terms of Use](https://www.fanatics.live/legal/terms)  and Live Auction Policy. ## **Fan Protection Promise** Our philosophy is simple: you should feel confident when making a purchase. If you have a customer service issue, please contact the seller as soon as possible. If you don’t hear back within two business days or are unable to reach a resolution with the seller, we’ll step in to make it right with our Fan Protection Promise. We handle returns on a case-by-case basis with the goal of making our customers happy. ## **Order support** If something goes wrong, your first step is to contact the seller. A request must be made within 30 days of the purchase. If you don't hear from the seller within two business days, or if a resolution isn't reached, you can submit a request to our Support team for the following reasons: * ****Incorrect order:**** The item received does not match the description, condition from the livestream, video, or photos listed. * ****Fake or counterfeit items**** * ****Delayed shipping:**** * Shipping fees may be refunded if the item was substantially delayed in being shipped. * Shipping fees may be refunded if the customer paid for expedited shipping and the item was substantially delayed in transit. * ****Missing items**** * ****Orders marked as delivered:**** * If an order shows as delivered by the shipping carrier but was not received, you must first file a claim with the carrier. Every major shipping platform has an online claims process that can be initiated by the recipient. Proof of the filed claim is required before contacting the Support team. * ****Damaged items:**** * Pictures of both the damaged item and its packaging are required. If photos are not submitted, a resolution cannot be processed. If a refund is approved, the full purchase price will be refunded. ## **Exceptions and exclusions** * When an item is approved to be returned for a refund, it must be returned in the same condition it was received. Refunds may be denied if the wrong item is returned or if the condition has changed * Cards may be eligible for separate reimbursement based on market value instead of the original order value. Fanatics Live will help assess the appropriate refund amount. All market value decisions made by Fanatics Live are final\\ * Items with grading purchased directly from sellers are not eligible for refund. Grading purchases are made at the buyer’s discretion, and Fanatics Live is not responsible for verifying grading dealers or their services * If a delivery is refused, it won’t be eligible for a refund and may result in additional fees * Collectors are responsible for all customs duties, VAT, or other government-imposed fees. If you refuse to pay, you won’t be eligible for a refund and may incur additional fees * If we suspect abuse of the refund policy or violations of our Fan Guidelines or Terms of Use, we may take action against your account * Items that have been disputed through a financial institution aren't eligible for a refund. See the Chargeback section for more information ## **Refund timelines** To qualify for a refund, you must contact the seller within 30 days of purchase and comply with our Buyer Guidelines and Terms of Use. ## **High value loss** ### **For sellers** Sellers must request an insured shipping label for any package containing $500 or more in value. Sellers are accountable if a buyer doesn't receive what they purchased due to mistake or theft by a seller’s employee. In cases of misconduct, sellers may be financially responsible and billed back for the market value of the item. ### **For buyers** To be eligible for reimbursement, follow the steps and timeframes outlined in our Returns Policy. ## **Accidental bids** All accidental bids are reviewed and approved at the seller's discretion. Please include as much documentation and evidence as possible. * If a technical issue occurred during bidding, click the ****Report**** flag in the upper corner of the stream to notify Fanatics Live immediately. Submit your cancellation request within two hours of the error * Requests to cancel accidental or mis-entered bids must be submitted within two hours of the purchase. Buyer’s remorse isn't an accepted reason for cancellation ## **Chargeback policy** If you choose to pursue a chargeback with your financial institution, the following should be expected: * Your account will be placed on hold while Fanatics Live works with the financial institution to resolve the dispute * Your account will also be placed on hold if the chargeback is due to a credit error, and an alternative payment option will be submitted for resolution ## **Cancellation policy** We don't issue refunds due to buyer’s remorse. Sellers have sole discretion to approve or deny cancellation requests. If a seller denies the request, the sale is considered final.