Resell Market
Returns and warranty
Everything in the marketplace is refurbished — used hardware, tested and working, sold at a discount because it isn't new. This is exactly what that means and exactly what happens when something goes wrong.
The short version
- Every item is tested and working before it ships. If it isn't, that's on us.
- 30-day working warranty from the day it arrives. Dead on arrival, wrong item, or not as described — we sort it.
- Tell us within 48 hours if it arrives broken or wrong. Photos or a short video.
- No change-of-mind returns. These are sourced per order, not held in stock.
- Expect cosmetic marks. Refurbished means used, and the price reflects it.
- Paid in crypto? A refund comes as store credit or at the rate on the day — crypto can't be reversed.
What refurbished means here
Every item in the Resell Market is pre-owned. It has had a previous life. Before it goes out it is:
- powered on and tested — it boots, it runs, the ports and controls work;
- cleaned, inside and out where the design allows;
- factory reset, with any previous owner's account removed and the storage wiped;
- checked against its description — the right model, the right storage size, the right region.
What it does not mean
It does not mean new, and it does not mean flawless. Expect scuffs, scratches, faded logos, marks on the casing and general signs of use. Consoles get moved, stacked and handled, and a used one looks used. That is the reason it costs less than retail.
Where an item has a cosmetic fault worth knowing about before you buy — a crack, a heavy scratch, a missing panel — it is described on the listing. If it isn't described, it isn't there.
What's in the box
A working power cable and the cable needed to connect it, unless the listing says otherwise. Controllers, headsets, original packaging, manuals and games are not included unless the listing specifically says they are. Check the listing rather than assuming.
The 30-day working warranty
Every item carries a 30-day working warranty, running from the day it is delivered. If it stops doing what it is supposed to do within that window, through no fault of yours, we will replace it or refund it. Our choice which, and we will tell you which and why.
Covered
- It does not power on, or stops powering on.
- It does not boot, or fails during normal use.
- A port, drive, fan or control fails.
- The wrong item arrived — wrong model, wrong storage, wrong colour.
- It is materially different from what the listing described.
- It arrived physically damaged in transit.
Not covered
- Accidental damage — dropped, knocked, stood on, crushed in a bag.
- Liquid damage of any kind.
- Anything opened, modified, repaired or tampered with after delivery. Opening it ends the warranty immediately.
- Cosmetic wear consistent with a used item, as described above.
- Controller stick drift and other wear on consumable parts, where a controller is included at all.
- Battery life on a headset or controller falling short of new.
- Anything the manufacturer controls — a banned or restricted console account, a region lock, an online service being withdrawn, a subscription you need and don't have, or a firmware update that changes what the hardware does.
- Software, games, saves or downloadable content.
- Loss or theft after delivery.
Console bans are worth calling out. Sony, Microsoft and Meta can restrict a device for reasons tied to its history, and they do not tell sellers or buyers why. Every item is checked as far as it can be checked before shipping. If a restriction shows up inside the 30 days and it is not something you caused, it is covered — tell us. After that window it is out of our hands, because it always was.
If it arrives faulty or wrong
Tell us within 48 hours of delivery. Email kell@kellstaragency.com with:
- your order number;
- what is wrong, in a sentence;
- photos, or a short video if it is something that has to be seen happening — a boot failure, a noise, a screen fault.
The 48 hours matters because it is what separates a fault that arrived with the item from one that happened afterwards. Report inside it and the item is treated as faulty on arrival, and Kellstar pays the return shipping.
Faults that appear later in the 30 days are still covered — the 48-hour rule is about damage and dead-on-arrival, not about the whole warranty. Tell us as soon as it happens either way.
What happens next
- We respond within one business day.
- If a return is needed, you get a label or the shipping cost, and an address. Do not send anything back before we have confirmed it — unannounced returns cannot be matched to an order.
- Once it is back and checked, a replacement goes out or a refund is issued within five business days.
- Send it back with everything that came with it. A return missing the power cable is a return we cannot resell.
Changed your mind
Change-of-mind returns are not accepted. Nothing in the marketplace is held in stock. Each item is sourced against your order once you have paid, which means an unwanted return cannot go back on a shelf — there is no shelf.
This is why the listings are written the way they are: model, storage, condition and what is in the box, stated plainly, so the decision is made before the money moves. If anything about a listing is unclear, ask before you buy — a question costs nothing and a wrong purchase costs you the item.
If you are buying as a consumer rather than for a business, you may have statutory cancellation rights in your country that apply regardless of what this section says. Those rights are not affected by this policy.
How refunds are paid
A refund goes back the way the money came in.
| Paid by | Refunded | How long |
|---|---|---|
| Card, Apple Pay, Google Pay | To the same card | 5–10 business days after we issue it |
| PayPal | To the same PayPal account | Usually within 3 business days |
| Bank transfer | To the account it came from | 3–5 business days |
| Crypto or Monero | Store credit, or crypto at the rate on the day of the refund | Within 2 business days of agreeing which |
Crypto refunds are settled at the rate on the day they are issued, not the day you paid. Crypto payments cannot be reversed, so a refund is a fresh transaction at whatever the market is doing that morning. If the price has moved against you, store credit at the original dollar value is usually the better option, and it is always offered.
Points earned on a refunded order are removed. Points you spent on it are returned to your account. Neither of those needs you to ask; it happens when the order is marked cancelled.
Shipping and what happens in transit
Orders ship once payment has cleared — immediately for card and PayPal, once the transaction confirms for crypto. You get a tracking number when it moves.
- Damaged in transit: covered. Photograph the box as well as the item, before you throw the packaging away.
- Lost in transit: covered. If tracking stops moving, tell us and we will chase the carrier and replace or refund.
- Delivered to the address you gave and taken from there: not covered. Check the shipping address before you confirm the order.
- Refused or unclaimed: comes back to us, and the refund is the item price less the shipping actually spent both ways.
Delivery estimates are estimates. A carrier delay is not a fault with the item and does not start the warranty early — the 30 days runs from the day it actually arrives.
Asking first
Most problems with used hardware are avoidable by asking one question before buying. Whether a specific game runs on it. Whether a controller is included. Whether it will work in your country. What the casing actually looks like — we will photograph the exact unit if you ask.
kell@kellstaragency.com. Straight answer, same day. If we don't know, we will say we don't know rather than guess at your expense.
Kellstar Corp · kell@kellstaragency.com
Questions about anything on this page get a straight answer. Ask before
you buy rather than after.