Carvana Auction relies on the National Auto Auction Association (NAAA) arbitration policy as the basis for investigating all claims that arise when there are questions about how a vehicle was represented during our sale. Additional details are outlined in our Marketplace Policies documentation found HERE.
Above all, we want you to be satisfied with your purchases. We lean heavily on the information displayed in our digital Condition Reports and on our trained team of in-house Vehicle Condition Associates who create those reports. In making the decision to buy from Carvana Auction you should feel confident relying on those reports, too. Our goal is for our CRs to let you know what we know and, if they don't, for you to let us know. We commit to being fair and transparent in all disclosures and in any decisions we make regarding adjustments or vehicle returns.