Our Refund Commitment
RoMart is committed to fair and transparent refund practices. This policy explains when refunds are available, how to request them, and what to expect. We aim to resolve all refund requests within 72 hours.
1. When Refunds Apply
You may be eligible for a refund in the following situations:
Trade Execution Failure
If our system fails to execute the trade due to a technical error on our end (e.g., server downtime, API issues), you will receive a full refund.
Item Not Received
If you paid for an item but never received it in your Roblox account due to issues on our platform.
Wrong Item Delivered
If you receive a different item than what was shown in the listing due to a platform error.
Duplicate Charge
If you were charged multiple times for the same transaction due to a processing error.
2. When Refunds Do NOT Apply
Refunds are not available in the following situations:
Buyer's Remorse
We do not refund purchases simply because you changed your mind or no longer want the item.
Price Changes
If the item's value changes after your purchase (market fluctuations are not grounds for refund).
Roblox Account Issues
If you cannot receive trades due to your Roblox account settings, Premium status, or account bans.
Failed to Accept Trade
If you fail to accept the trade request within the time limit (72 hours), resulting in expiration.
Item Recalled by Roblox
If Roblox removes an item from your inventory after purchase (see "Poisoned Items" section).
Terms Violation
If your account was terminated for violating our Terms of Service.
3. "Poisoned" Items Policy
What Are "Poisoned" Items?
"Poisoned" items are items that were obtained through illegitimate means (hacking, exploiting, account theft, cookie logging, etc.) and may be recalled by Roblox at any time. When Roblox identifies these items, they remove them from all accounts in the item's chain of ownership.
Our Approach:
- We actively screen items and sellers to minimize poisoned items on our platform
- We use data from community sources to identify high-risk items and block them
- Sellers are required to verify item ownership and legitimacy
If You Receive a Poisoned Item:
- Report the issue to support within 7 days of purchase with proof (screenshot of recall notice)
- We will investigate the seller and the item's history
- If we determine the seller knowingly listed a poisoned item, you may receive a refund to your wallet balance
- If the poisoning occurred after the sale and was not detectable at time of listing, refunds are at our discretion
Important Disclaimer
Due to the nature of Roblox's recall system, we cannot guarantee protection against all poisoned items. There is inherent risk in trading limited items. By using RoMart, you acknowledge and accept this risk.
4. Refund Methods
When a refund is approved, it will be processed as follows:
| Original Payment | Refund Method | Timeline |
|---|---|---|
| Credit/Debit Card (Stripe) | Original card OR wallet balance | 5-10 business days |
| PayPal (via Stripe) | Wallet balance | 1-3 business days |
| Cryptocurrency | Wallet balance only | 1-3 business days |
| Wallet Balance | Wallet balance | Immediate |
Why Wallet Balance?
Cryptocurrency and some payment methods cannot be reversed. In these cases, refunds are credited to your RoMart wallet balance, which you can withdraw via crypto or use for future purchases.
5. How to Request a Refund
Follow these steps to request a refund:
- Gather Evidence: Take screenshots of the issue (error messages, wrong item received, Roblox trade history, recall notices, etc.)
- Contact Support: Email support@romarket.gg or open a ticket on Discord
- Include Details:
- Your RoMart username
- Transaction ID or order number
- Date of purchase
- Item name and asset ID
- Description of the issue
- Supporting screenshots/evidence
- Wait for Review: Our team will review your request and respond within 72 hours
- Resolution: If approved, the refund will be processed according to the methods above
6. Refund Timeframes
Request Response
Initial response to your request
Investigation
Complex cases may take longer
Card Refunds
Bank processing time
7. Chargebacks & Disputes
Important Warning
Filing a chargeback or payment dispute with your bank or payment provider without first contacting us is a violation of our Terms of Service. Fraudulent chargebacks may result in:
- Permanent account termination
- Forfeiture of all funds in your wallet
- Being reported to fraud prevention services
- Legal action to recover funds
If you believe you're entitled to a refund, please contact our support team first. We're committed to resolving legitimate issues fairly and quickly.
8. Seller Refunds
For sellers, the following refund situations may apply:
- Trade Cancellation by Buyer: If a buyer fails to accept a trade and the order is cancelled, the item is returned to your inventory
- Platform Fee Refund: If a sale is refunded due to a platform error, the 5% platform fee will also be refunded
- Wrongful Suspension: If your account was wrongfully suspended and funds were held, they will be released upon reinstatement
Note: If a sale is refunded due to your listing of a poisoned or fraudulent item, no seller fee refund will be provided, and your account may face penalties.
9. Contact Support
For refund requests or questions about this policy:
- Email: support@romarket.gg
- Discord: discord.gg/DWMtWR4zsh (open a support ticket)
- Response Time: Within 72 hours (usually faster)
Quick Reference
Refund Eligible
- Platform technical failures
- Item not received (our fault)
- Wrong item delivered
- Duplicate charges
Not Refund Eligible
- Changed your mind
- Price dropped after purchase
- Your Roblox account issues
- Failed to accept trade
- Roblox item recall