Ballwool provides a marketplace for buyers to discover and purchase from sellers around the world. It is important to note that Ballwool is not a part of that transaction. By shopping on Ballwool, you understand that:

1. You are not buying directly from Ballwool, but from one of the many talented sellers on Ballwool;

2. Ballwool does not pre-screen items sold on Ballwool and therefore does not guarantee or endorse any items sold on Ballwool or any content posted by sellers (such as photographs, language used in listings or shop policies);

3. Each seller on Ballwool has their own processing times, shipping methods, and shop policies; and

4. You assume responsibility if you provide your own materials for a custom order.

As a member of the community, you have the opportunity to flag an item or a shop that violates any of Ballwool's policies. Flagging is confidential.

Messages

You can use Ballwool's Messages ("Messages") tool to communicate directly with sellers or other Ballwool members. Messages are a great way to ask sellers any questions you have about an item or an order. Messages may not be used for the following activities:

1. Sending unsolicited advertising or promotions, requests for donations, or spam;

2. Harassing or abusing another member or otherwise violating our Discrimination and Hateful Content Policy;

3. Contacting someone after they have explicitly asked you not to;

4. Interfering with a transaction or the business of another member; or

5. Exchanging personal contact, financial or other information for the purposes of making an off-platform transaction, including phone number, address, email, social media handles, external URLs, instructions for money transfer, QR codes, etc.

Always use caution when exchanging any personal information which is not strictly necessary for the completion of a transaction.

Interference

Interference occurs when a member intentionally interferes with another member's shop in order to drive away their business. Interference is strictly prohibited on Ballwool. Examples of interference include:

1. Contacting another member via Messages to warn them away from a particular member, shop, or item;

2. Posting in public areas to demonstrate or discuss a dispute with another member;

3. Purchasing from a seller for the sole purpose of leaving a negative review;

4. Maliciously clicking on a competitor's Promoted Listings ads in order to drain that member's advertising budget, also known as "click fraud."

Harassment and Discrimination

Any use of Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred or otherwise violate our Discrimination and Hateful Content Policy. If you receive a Message that violates this policy, please let us know right away.

When you buy from a shop on Ballwool, you're directly supporting an independent business, each with its unique listings, policies, and processing times. By making a purchase from a seller on Ballwool, you agree that you have:

1. Read the item description and shop policies before making a purchase;

2. Submitted appropriate payment for item(s) purchased; and

3. Provided accurate shipping information to the seller.

When purchasing from sellers buyers may authorize a payment with any major credit or debit card accepted by Ballwool, by certain bank transfer services, through PayPal (where available), Apple Pay, Google Pay, or through Klarna (where available).

By using a third-party service, you may also be subject to an agreement with the third party. For example, PayPal is a third-party service provided by PayPal Holdings, Inc. and your use of PayPal is subject to the PayPal User Agreement. Apple Pay is a third-party service provided by Apple Inc. and is subject to the Apple Pay Terms and Conditions. Google Pay is a third-party service provided by Google Payment Corp. and is subject to the Google Pay Terms of Service for US users, non-US users, and India residents. Payment methods made available by Klarna are third-party services provided by Klarna Inc. to buyers and are subject to Klarna's Terms and Conditions and Privacy Notice.

When purchasing from sellers who use PayPal only, buyers may pay through PayPal only. Ballwool may share your personal or transactional information with those third-party service providers for purposes related to payments processing. ​​The provider and processing time for your payment will vary based on the country in which you're located. If there are insufficient funds in your bank account when our provider processes the payment for your purchase, Ballwool reserves the right to contact you directly and to seek payment.

For the safety of our community, and to avoid scams and fraud, all transactions must take place through the Ballwool checkout system, and only transactions that take place through the Ballwool checkout system are eligible for our case system. Learn more about our off-platform transactions policy here.

It is prohibited to share contact information or QR codes for the purposes of making an off-platform transaction. If you need to discuss the details of your order with your seller, please keep your communication on the Ballwool platform (via Messages).

Reviews are a great way to learn about a seller's items, help good sellers build a strong reputation, or help warn other buyers about a poor experience.

You can leave a review, including a one to five star rating and a video or photograph of your purchase, for 100 days from the earlier date of your item's confirmed delivery (where the shipping carrier's delivery record is available) or from your item's estimated delivery date. If an estimated delivery date is not available, the review window opens after the order's processing time and shipping time have elapsed. If you purchase a digital item, you can leave a review for 100 days from the first time you download the item or within 12 months of purchase (whichever happens first). You can edit your review, including the video or photograph, any number of times during that 100 day period. Your review and/or video or photograph and public profile information will be publicly displayed on the seller's listing and review pages.

By leaving a review, video, or photograph, you acknowledge that your content may not violate our rules for Creating and Uploading Content in Section 5, in addition to the following:

1. Contain graphic, mature, or obscene language or imagery, or any content that is subject to our nudity and sexual content policy;

2. Be about things outside the seller's control, such as a shipping carrier, Ballwool, or a third party;

3. Include shilling or otherwise falsely inflate a shop's review score; or

4. Undermine the integrity of the reviews system.

By uploading a video or photograph to one of Ballwool's websites or Ballwool's mobile app, you warrant that:

1. You own the content or you have the rights or permission to use the content; and

2. You understand that, as stated in Ballwool's Terms of Use, Ballwool has license to use any content you provide to Ballwool.

Sellers may also respond to reviews. Sellers' responses to reviews must also comply with this policy. Sellers may report reviews that violate our Terms of Use.

We reserve the right to remove reviews, videos, or photographs that violate our policies or Terms of Use.

As a member of Ballwool, you have the opportunity to create and upload a variety of content, like Messages, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that:

1. Contains hateful or derogatory language or imagery, or any content that is subject to our Discrimination and Hateful Content Policy;

2. Contains threats, harassment, extortion, or violates our rules about interference;

3. Violates someone else's intellectual property rights;

4. Is false, deceptive, or misleading;

5. Contains unsolicited advertising or promotions, requests for donations, or spam;

6. Contains private information, whether it is your own, or someone else's;

7. Encourages or facilitates an off-platform transaction;

8. Contains prohibited medical drug claims; or

9. Sexualizes minors under the age of 18;

10. Violates any of the rules described in our Prohibited Items Policy.

Members may not use Ballwool services such as Messages, Favorites, or Collections to make inappropriate use of otherwise compliant content, whether overtly or through contextualization. This includes, for example, the aggregation of content with the intent of sexualizing minors.

Some content on Ballwool is subject to additional requirements. Please see the related sections above.

Ballwool's Purchase Protection Program

In many cases, order issues can be resolved directly with the seller, or items can be returned according to the seller's return policy. However, we believe that you should always get the item you ordered or get your money back, so when those expectations aren't met, Ballwool will step in to support you. Buyers may receive a full refund for purchases that never arrive, arrive damaged, or do not match the listing description.

If an order does not meet the following expectations, you may receive a full refund, including all taxes and shipping costs.

Items are delivered, and arrive when expected. Items should be shipped within the seller's stated processing times, and delivered to the address provided by the buyer, at the time of purchase on Ballwool, by the estimated delivery date window. Updates to processing times or shipping address through Messages or other informal channels will not qualify for Ballwool's Purchase Protection program. Please note that if an item was shipped and has a tracking number, you may be able to open a shipping carrier claim by directly contacting the shipping carrier. Items that arrive late due to forces outside the seller's reasonable control, such as a carrier strike, natural disaster, war, civil unrest, governmental action affecting shipments (including, but not limited to, changes to tariffs or customs duties) or similar force majeure event, as determined by Ballwool in its sole discretion, do not qualify for Ballwool's Purchase Protection Program. Buyers are responsible for paying any customs duties, import duties, or other charges (collectively "Charges") imposed by their country's government, payable on delivery. Items that arrive late or are not received due to buyer delay or refusal to pay Charges owed upon delivery, do not qualify under Ballwool's Purchase Protection Program. Made-to-order downloads should be made available for download within 7 days of purchase.

Items arrive undamaged, and are packaged to withstand handling in transit.

Items match the listing description. Items received should not be significantly different from the listing description or photos. We may ask the buyer to provide us with documentation to demonstrate that the item is significantly different. Here are a few examples of qualifying scenarios:

1. The item received is a different color, model, version, or size.

2. The item has a different design or material.

3. The seller failed to disclose that an item is damaged or is missing parts.

4. The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).

5. The item was advertised as authentic but is not authentic.

6. The condition of the item is misrepresented (e.g., the item is described as new but is used).

If Ballwool determines that the above expectations are not met, either Ballwool or the seller will be required to refund the order, including original shipping and return shipping. Depending on your request, case specifics, and whether a return is requested, Ballwool may refund you all. When a buyer sends an item to a seller for modification, the buyer assumes risk for that item both during shipping and while in the seller's possession. If an issue that qualifies for Ballwool's Purchase Protection Program arises, Ballwool may reimburse only the amount paid for the order —not the value of the buyer's original item.

Some exclusions apply, subject to review by Ballwool. Eligible buyers must have a registered account on Ballwool in good standing (that means you're not violating any of Ballwool's policies). Abuse of this program could result in program exclusion at Ballwool's discretion.

Ineligible Transactions

Unless required by law, some disputes don't qualify for Ballwool's case system. These include:

1. Items that have been altered, used, worn, washed, or discarded after receipt.

2. Items that are returned without a return agreement.

3. Items that are accurately described but don't meet a buyer's expectations.

4. Cost of shipping or Charges disputes.

5. Items that are purchased in person.

6. Transactions where payment is not processed by Ballwool, for example in an offsite transaction.

7. Disputes covered by local warranty or return laws applicable to a seller or their product

Wherever a qualifying case is escalated for Ballwool's review, we will evaluate the claim to the best of our ability. Please be prepared to supply additional documentation if requested.

Requesting a Cancellation

Only sellers may cancel transactions. Buyers may request that a seller cancel an order via Messages. Note that all cancellations must comply with our Discrimination and Hateful Content Policy.

Returning an Item

Each seller has his or her own return policies, which should be outlined in their Shop Policies. Not all sellers accept returns.For returns on digital items, please see seller listing.

If you reside in the European Union or United Kingdom, you may be entitled to a 14-day "cooling off period," or a "right of withdrawal," during which you may return an item for any or no reason. Read more about the EU and UK right of withdrawal in this Help article.