We understand it can be frustrating when an object doesn’t match what you expected. Our aim is to make things right by helping you understand what counts as ‘not as described’ and guiding you through the next steps.
What does ‘not as described’ mean?
We expect every object on Catawiki to match the description and images shown in the listing. If something about the object you received is clearly different, for example: the wrong object, missing parts, major damage not mentioned in the listing, or incorrect size or condition, this is considered not as described.
However, minor differences (like small cosmetic signs of wear, slight colour variations, or a personal dislike of the object) usually do not qualify. We’ve added a few examples below to help you understand when a case is likely to be valid.
Examples of when a case could be valid:
- You received the wrong model, size, or version of the object.
- The object is missing parts (e.g. a clasp, certificate, or accessory that was shown or mentioned).
- The condition does not match what was described (e.g. described as ‘like new’ but shows heavy use).
- A major fault was not disclosed (e.g. mechanical object not working, deep scratches, or tears).
Examples of when a case is not valid:
- You changed your mind or bought the wrong object.
- The colour or size looks slightly different in person.
- You expected extra objects that were not part detailed in the object page.
- The object smells unusual or the texture feels different
How to report an issue
If you believe your object isn’t as described, please report the issue within 3 days of when the object was delivered. This lets us pause the seller’s payment while we look into the issue.
To open a case:
- Go to your orders page
- Select your delivered order
Tap on ‘Get support’
- Describe clearly how the object you received differs from the seller’s description or photos. General dissatisfaction (for example, “I expected better quality”) will not be sufficient.
- Upload at least 4 clear, unedited photos, including:
- The full object;
- Close-ups of the issue;
- The packaging and label;
- Any relevant markings, serial numbers or hallmarks.
If needed, you can also add a video for issues like mechanical faults
- Contact the seller directly to try to resolve the issue.
- Most issues are resolved faster this way (for example, through a replacement or partial refund).
- You must give the seller a reasonable opportunity to resolve the issue before we try to help find a solution.
- If no agreement is reached, you can request us to review your case. See below for details on how we handle this process.
If we don’t hear from you within 3 days of delivery, the seller will be paid and support options may be limited.
How we review your case
If you and the seller can’t reach an agreement after trying to resolve the issue with each other, you can ask us to review the case.
Once we’ve confirmed that the seller has been given a fair chance to respond to you, we will review all relevant information and evidence provided by both sides. Both you and the seller will usually get an opportunity to share your view with us or add missing details.
After reviewing everything, we’ll propose a fair and reasonable solution, for example, a (partial) refund, return or replacement. We aim to find an outcome that works for both parties.
Please note that our recommendation is not legally binding, and we can’t enforce compliance. If one of the parties doesn’t agree or cooperate, you may need to resolve the matter yourself, for example, through a lawyer or court.