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Clutch Protection


Clutch Protection is what makes our community so strong. Here’s how we ensure a positive experience within the Clutch marketplace, whether you’re a buyer or a seller

Secure Transactions

Clutch provides a safe, secure platform for buying and selling online.
Learn More »

Human Interactions

In the unlikely event of a dispute, Clutch will assist both the buyer and seller.
Dispute Resolutions »

Simple Return Process

We get it. Sometimes you need to return an item. Our return process is straightforward.
About Returns »

Chris, I can't thank you enough for your assistance. I truly appreciate the way in which Clutch handled this matter. It was very professional. I will definitely use your service again.
– Clutch Buyer

How do I qualify for Clutch Protection?

Orders must be carried out directly through the Clutch website or mobile app to qualify for Clutch Protection. This includes record of both payment and shipment. Any order transacted through private messaging or offsite does not qualify. Additionally, disputes must be communicated to Clutch within 7 days of the shipment being received (or within 14 days of the anticipated delivery date in cases of non-delivery).

Clutch Team

Clutch Protection for Buyers

At Clutch, we understand the joy that comes with getting new gear as well as the disappointment that sets in if there’s any issue. In the unlikely event that a problem with your order arises, please let us know as soon as possible. Whether you pay with Clutch Direct Checkout or PayPal, you’re protected from any fake, faulty, or falsely advertised items.

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Our Process

1

The buyer should fill out this form or contact Clutch support at support@Clutch.com immediately and describe the situation with relevant details on what has occurred. Communication must be made within 7 days of receiving the item where applicable.

2

Clutch will review the sale and communicate with the seller in order to reach resolution in accordance with their shop policies and expectations.

3

If no resolution is reached, Clutch will recommend the next step the buyer should take depending on the method of payment used. If payment is made through Paypal, we will walk you through the Paypal dispute process and provide any materials needed to ensure the dispute reaches the correct end. If the sale is completed through Clutch's Direct Checkout payment system, Clutch will issue a refund direct to the buyer's credit card once it has been established that no other agreeable resolution has been reached with the seller.

4

Clutch will provide documentation to payment institutions in situations deemed appropriate. This is left to the sole discretion of the Clutch.com staff.

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Alex, I am very impressed with the way you guys have handled this, and your knowledge and professionalism have been top notch. I look forward to doing business with you and Clutch in 2016 and beyond.
– Clutch Seller

Who is selling on Clutch?

Clutch Sellers include some of the coolest independent gear shops in the world, many manufacturers who sell direct,
and individuals who love gear as much as you do. Here are just a few of our favorite Clutch shops:


Alto Music » | Cream City » | Unique Squared » | Chicago Music Exchange » | Electric Mojo »

Clutch Team

Clutch Protection for Sellers

For those offering Direct Checkout, Clutch processes all Direct Checkout Payments and therefore assumes all of the fraud risk. For items paid for through PayPal, sellers are protected by PayPal's Seller Protection and Clutch customer service staff will aid in providing details during PayPal's resolution process.

Unlike some other marketplaces, Clutch is fully aware of the realities that come with selling instruments and gear online. As preventative steps, we recommend outlining your exact shipping and payment policies by editing your shop page here. We also strongly encourage thorough and upfront listings, with photos and details outlining the exact condition of your gear.

Our Process

1

In the event of the dispute, the seller should notify Clutch support at support@Clutch.com as soon as possible.

2

Clutch will make contact with the buyer and relay any relevant information back to the seller.

3

In the event of a dispute, your account will remain in good standing so long as effort is made to reach a reasonable resolution to the situation. Sellers who are not responsive to our resolution efforts are subject to account suspension.

4

As with sellers, Clutch will provide documentation of our recommendations to payment institutions in situations deemed appropriate. This is left to the sole discretion of the Clutch.com staff.

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