Effective Date: June 27, 2025
At The Sequel, we are committed to providing every customer with a safe and reliable shopping experience. This Buyer Protection Policy outlines how we safeguard your purchase and what steps we take to support you in the event of delivery issues, damaged items, or disputes.
1. Purchase Integrity
Every product listed on https://thesequel.com is inspected before shipment to ensure it meets the stated condition and quality standards. Each item is accurately described based on our Product Conditions Guide, so you can shop with confidence.
2. Safe and Secure Checkout
Our checkout process uses encrypted technology to protect your payment information. We never store your full credit card data on our servers. All transactions are processed through secure, PCI-compliant platforms.
3. Guaranteed Delivery
If your order does not arrive within the expected delivery window, or if it is marked as delivered but not received, please contact us within 7 days. We will work with the shipping carrier to investigate the issue and, if necessary, issue a replacement or refund.
4. Damaged or Incorrect Items
If the item you receive is materially different from what was described, arrives damaged, or is the wrong item, notify us within 72 hours of delivery. Please include photos of the item and packaging. We will take corrective action at no additional cost to you.
5. Secure Returns
We offer a structured return process as detailed in our Returns & Refunds Policy. If you follow the steps for an approved return, your refund is protected and will be issued once the returned item is inspected and confirmed.
6. Unauthorized Charges
If you see a charge on your account for an order you did not place, contact us immediately. We will investigate the activity, and if verified, reverse the charge and take steps to protect your account.
7. Resolution Support
Our customer support team is available to assist with any disputes or concerns. We aim to resolve most issues within 3 business days. If you are not satisfied with the outcome, we will escalate the case internally for further review.
8. Contact Us
For questions related to purchase protection or to report an issue, please contact:
The Sequel
3000 NW 27th Ave, Suite 100
Pompano Beach, FL 33069
United States
Phone: (800) 509-9213
Email: support@thesequel.com
Website: https://thesequel.com