Refund & Returns Policy
Last Updated: June 8, 2026Thank you for shopping and supporting independent creators at the Trans-First Marketplace. Because our ecosystem connects you with physical, digital, and professional sellers, our return guidelines are divided clearly by product type. Please review the details below before completing your transaction.
The Giving Loop Surcharge
To support community progress, a transparent 1% surcharge is added to each transaction and allocated to the Giving Loop fund. Contributions are tracked separately and held until they are distributed to participating organisations that support the trans community. As the programme grows, we’ll publish details of partner organisations, distributions, and community impact. Because this contribution supports the Giving Loop fund rather than the purchased product or service, it is generally non-refundable, including where an order is cancelled or refunded, unless required by applicable law.
Physical Marketplace Essentials
We want you to feel comfortable and confident when shopping with independent creators on Trans-First. For physical products such as binders, apparel, accessories, and wellness items, return and exchange policies are set by each individual seller. Please review the seller’s shop policies before placing your order.
• Individual Seller Policies: Return eligibility, time limits, and exchange options vary between sellers.
• Product Exclusions: Some products—particularly those related to hygiene, health, intimate use, or customisation, may not be eligible for return unless required by applicable law.
• Return Instructions: If a return is approved, the seller will provide the appropriate return instructions and shipping address. Where appropriate, sellers should encourage discreet packaging for returns involving sensitive products.
Digital Resources & Media
Due to the instant-access nature of downloadable assets, refunds are generally not available once download links have been generated. This includes digital resources such as gender marker and legal name change templates, digital transition planners, and voice training audio guides.
1-on-1 Professional Consulting Services
Booking a private session reserves time with an independent seller. Cancellation and refund policies for consultations and appointments are set by the individual seller and should be reviewed before booking.
Sale Items, Gifts, and Exchanges
• Exchanges
Sellers may offer replacements or exchanges for eligible items. If you receive a defective or damaged product, please contact the seller through your order or shop page to discuss the available options.
• Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Gift returns are handled according to the individual seller’s policies. Please review the seller’s shop policies before making your purchase.
Processing, Shipping, & Late Refunds
• Processing Your Refund
Approved refunds are processed and automatically routed back to your original method of payment. Please allow 5 to 10 business days for the credit to appear on your bank statement.
• Late or Missing Refunds
If you haven’t received an approved refund yet, please take the following steps:
- Check your bank account again
- Contact your credit card company; it may take some processing time before your refund posts.
- Contact your banking institution to verify pending merchant credits.
• Shipping Returns
To return your product, you must initialize a claim via your account panel to receive the correct, discreet shipping destination address for that merchant. You will be responsible for paying for your own shipping costs. Shipping costs are non-refundable.
Need Help?
Contact our Trans-First support team at hello@trans-first.com for any questions related to refunds, returns, or independent vendor disputes.