Support: service@trycommonplace.com
⚠️ IMPORTANT: ALL SALES ARE FINAL
All items are sold AS-IS. Sales are FINAL once you accept delivery. Returns are ONLY available for verified “Latent Defects” reported within 48 hours. This is not a warranty or satisfaction guarantee.
SECTION 1: QUALITY VERIFICATION PROCESS
Commonplace provides two specific opportunities to verify the quality of used equipment before a sale is finalized.
1.1 The Pickup Documentation (Your Baseline)
Our drivers record a high-definition functionality video and 6+ photos at the seller’s home. This documentation is your exclusive evidence of the item’s baseline condition.
1.2 The 60-Minute Delivery Inspection
You have up to 60 minutes to test the equipment while our drivers are present. If the item does not match the Pickup Documentation, you should reject it at the door.
SECTION 2: CANCELLATION & REJECTION SCENARIOS
Scenario | Refund Amount | Logistics Fee | $1 Reservation Fee |
Seller misrepresented item | Full Refund | **$0** | Refunded |
Commonplace cancels transaction | Full Refund | $0 | Refunded |
Item fails pickup inspection | Full Refund | $0 | Refunded |
Buyer cancels BEFORE pickup | Full Refund | $0 | Refunded |
Buyer cancels AFTER pickup, BEFORE delivery | Item Price Only | $1/mile round trip | NOT Refunded |
Buyer’s Remorse / Fitment Issue at door | Item Price Only | $1/mile round trip | NOT Refunded |
Footnote: For complete cancellation policy, see Section 2.2 of Terms of Service.
SECTION 3: LATENT DEFECTS (48-HOUR WINDOW)
A defect qualifies as “latent” only if it was genuinely hidden and undetectable during normal inspection.
3.1 Examples of Latent vs. Non-Latent Defects
✓ Covered Latent Defects:
- Motor seizes completely on first use (no grinding noises during delivery test).
- Touchscreen goes permanently black within 24 hours (worked during delivery).
- Structural frame crack appears during normal use (no visible fractures at delivery).
- Electrical short causes unit to stop powering on (powered on fine during delivery).
✗ NOT Covered (Detected or Subjective):
- Belt shows wear (was visible in pickup photos).
- Pedal makes clicking noise (you heard it during delivery test but accepted anyway).
- Resistance “feels different” than a brand-new model (subjective performance).
- WiFi won’t connect (connectivity is not an equipment defect—contact manufacturer).
- Subscription expired (contact Peloton/Tonal directly).
⚠️ Buyer-Caused Damage (NOT Covered):
- Screen cracked after you dropped a weight on it.
- Frame bent after you moved it yourself after the drivers left.
- Electrical damage from a power surge (use a surge protector).
SECTION 4: RESOLUTION & REPAIR CAPS
If a Latent Defect is verified, Commonplace will determine the remedy based on cost and timeline.
Repair Cost Cap:
Repair costs are capped at the item’s purchase price (excluding delivery fees).
- Example: If you paid $800 for a bike and $300 for delivery, our maximum repair coverage is $800. If the repair exceeds this, we will offer a replacement or refund.
SECTION 5: PERFORMANCE EXPECTATIONS
Used equipment will NOT perform identically to brand-new equipment.
5.1 Normal Performance Variations (NOT grounds for return):
- ✗ Resistance feels lighter/heavier than gym equipment.
- ✗ Belt moves slightly differently than new (normal stretch).
- ✗ Display brightness is dimmer (normal screen aging).
- ✗ Item makes more noise than a brand-new unit.
5.4 Post-Sale Seller Contact:
Sellers have no ongoing obligation to you after they are paid at pickup. For technical support, contact the manufacturer (Peloton, Tonal, etc.) or our support team. Do not contact the seller for troubleshooting or passwords.
SECTION 6: REFUND PROCESSING TIMELINE
- Day 1-2: Claim Review (Requires video/photo evidence).
- Day 3-7: Item Pickup Scheduled.
- Day 8: Refund Initiated.
- Day 11-18: Money in Your Account.
- Total Timeline: 11–18 business days from claim submission.
SECTION 7: ACCOUNT HEALTH MONITORING
We track buyer patterns to prevent marketplace abuse.
Metric | Healthy | Warning | Probation |
Rejection Rate | 0-10% | 10-20% | >20% |
Return Claims | 0-1/year | 2-3/year | 4+/year |
Chargebacks | 0 | 1 | 2+ |
Probation Status: Buyers on probation must pay 100% at checkout (no $1 hold option) and may face account suspension.
SECTION 8: FAQ
Q: Can I return it if I lose my job? A: No. Financial hardship is not grounds for return. You may resell the item on our platform.
Q: The Peloton membership is expensive. Can I return the bike? A: No. Subscription costs are separate. You can use the “Just Ride” feature for free.
Q: What if my spouse doesn’t like it? A: Buyer’s remorse (including family disapproval) is not grounds for return.
SECTION 9: DELIVERY INSPECTION CHECKLIST
Take the full 60 minutes. Our drivers are patient and want you to be confident.
- Visual (5m): Compare to pickup photos. Check for new dents. Verify serial numbers.
- Functionality (20m): Power on. Test ALL resistance levels. Check touchscreen.
- Stress Test (15m): Use the item continuously for 15 minutes. Listen for noises that develop under load.
- Final Check (5m): Verify the unit is level and stable before the driver leaves.
LEGAL TERMS:
This policy is a summary. In case of conflict, the Terms of Service control.
- Section 4.2 (Latent Defects)
- Section 2.3 (Logistics Fees)
STILL HAVE QUESTIONS? Email: service@trycommonplace.com
Text: 516-357-5989
Hours: Sun–Fri, 9 AM – 9 PM ET