If an item you shipped to Pure does not pass verification, the sale does not complete and no payout is issued. Pure tells you the item did not pass, usually with the reason and photos, and refunds or re-matches the buyer. Pure handles each case on its own facts: rejected items generally go back to you at your expense, while an item Pure suspects is counterfeit may be held instead.
Does Pure treat counterfeit, damaged, and wrong items differently?
Yes. Pure looks at each case individually, and what happens to the item depends on why it did not pass.
Why the item did not pass | What happens to the item |
Different product, date, mint mark, or grade than your confirmed Purchase Order | Returned to you at your expense |
Condition or damage the listing did not disclose | Returned to you at your expense |
Pure suspects it is counterfeit or unlawful | Pure may hold it, dispose of it, or deliver it to law enforcement instead of returning it |
Will Pure tell me why my item failed?
In practice, yes. Pure's support team tells you the item did not pass, usually explains why, and sends photos of the item when operations can capture them. Pure's Terms of Service do not require a reason for every rejection, and Pure does not publish the specific tests it runs, so counterfeiters cannot learn what to beat.
Am I charged anything if my item fails?
There is no payout for a failed item, and any fee depends on the cause.
Situation | Cancellation Fee | Market Loss |
Pure cancels for reasons unrelated to your conduct | None | None |
The carrier lost or delayed a shipment you sent on time with Pure's label and instructions, and tracking or other documentation shows the loss or delay | None | None |
Your item did not match the confirmed Purchase Order, or you misrepresented it | Greater of $50 or 3% of the confirmed order value | Yes, if any |
Market Loss is the amount by which Pure's cost to replace the item at the time of cancellation exceeds your confirmed price, and it can include reasonable direct costs such as shipping and replacement costs. It is separate from the Cancellation Fee. Full detail is in the Market Loss Policy in Pure's Terms of Service.
Can I dispute a failed verification?
Yes, you can ask Pure to take another look. Contact Pure support through the chat widget on the site or at (949) 402-1421 with your order number, carrier receipt and tracking, photos of the item and packaging from before you shipped, and any grading paperwork. Pure reviews disputes case by case, so the outcome depends on the item and what the review shows.
What happens if Pure got the decision wrong?
If Pure's review finds the decision was a mistake, Pure reverses it and corrects your order.
Can my account be suspended for failed items?
Pure's Terms of Service let Pure restrict, suspend, or close an account, up to a permanent ban, when a seller violates them, for example by shipping an item that does not match the order or that Pure suspects is counterfeit. Pure can also pause new orders until any Cancellation Fee or Market Loss owed is paid.