Commercial Seller Terms

1. Your status and what it means

1.1 You confirm that you sell on Reluv in the course of a trade, business, craft or profession, and that the business details on your profile (including legal name, trading name, business address and business email) are accurate and will be kept accurate. You must not present yourself, or allow your listings to present you, as a private seller. You acknowledge that doing so is a banned commercial practice under the Digital Markets, Competition and Consumers Act 2024.

1.2 You acknowledge that your sales to Consumer Buyers are distance contracts to which the Regulations and the Consumer Rights Act 2015 apply, including:

• (a) the buyer's right to cancel within 14 days of delivery without giving a reason;
• (b) the obligation to reimburse the buyer within the time limits in regulation 34; and
• (c) the buyer's statutory rights in respect of goods that are faulty or not as described.

1.3 What we publish about you. Consumer law requires business sellers to give buyers their name, business address and business email. We display those details on your seller profile, reachable from each of your listings. Where your business address is a residential address, we show them only to signed-in Reluv users and take technical measures to prevent search engines indexing them — but we cannot withhold them altogether. If you would prefer not to publish a residential address, you may give us a registered office or trading premises address instead, provided it is genuinely your registered office or principal place of business. A mail-forwarding or virtual address is not a substitute.

1.4 Reluv treats every buyer of your listings as a Consumer Buyer for the purposes of the cancellation process. You may not ask Reluv to refuse a cancellation on the basis of the buyer's identity, account type, or selling activity.

2. Appointment of Reluv

2.1 You appoint Reluv as your agent, acting in your name and on your behalf, to: (a) give buyers the pre-contract information you are required to give, on and with your listings; (b) receive cancellation notices from buyers and acknowledge them; (c) provide and administer return postage; (d) receive information about returned goods, including carrier scans; (e) make reimbursements and apply deductions in accordance with these terms; and (f) operate the dispute and review processes described below. Acts done by Reluv within this appointment are done on your behalf for the purposes of the Regulations. This appointment, and the authorities in clause 4.2, survive any suspension or termination of your Commercial Seller status in respect of sales concluded before the suspension or termination takes effect, until the obligations relating to those sales are discharged.

2.2 Limits of the appointment. Reluv acts as your agent for the purposes in clause 2.1 only. Doing so does not make Reluv the seller of any item, a party to any contract of sale between you and a buyer, or liable for your performance of it. Reluv is not appointed to negotiate or conclude any sale on your behalf.

2.3 You must not operate a separate or conflicting returns process for Reluv sales, contact buyers to discourage cancellation, or impose conditions on cancellation beyond those in the Regulations.

3. Listings and pre-contract information

3.1 Reluv displays the standard cancellation disclosure on each of your listings, at checkout and in order confirmations. You are responsible for the accuracy of everything else in the listing, including the item's description and condition, and — for items sealed for health protection or hygiene reasons — whether the item is sealed. You acknowledge that misstating condition or seal status may make a cancellation exemption under regulation 28(3)(a) unavailable, and that any resulting cost is yours.

3.2 As between you and Reluv, costs arising from a failure of pre-contract disclosure are allocated by cause: (a) Reluv bears any cost arising because a consumer cannot be charged return postage, or a deduction is unavailable, solely because the standard disclosure for which Reluv is responsible under clause 3.1 was not displayed; (b) you bear any such cost where it arises from inaccurate or incomplete information provided by you, from listings created or amended otherwise than through Reluv's standard listing flow, or from your dealings with buyers outside the processes in these terms.

4. Payments, holding funds and payouts

4.1 Proceeds of a sale to a Consumer Buyer are held as Held Funds and released to you after the buyer's cancellation window (and, where a return is in progress, the return process) has concluded, plus a 4-hour processing buffer.

4.2 You irrevocably authorise Reluv to pay from Held Funds, or where Held Funds are insufficient to deduct from your other payouts or balance or invoice you: (a) reimbursements due to buyers under the Regulations; (b) refunds due under the Consumer Rights Act 2015; (c) return postage and disclosure-failure costs properly borne by you under these terms (including clause 3.2(b)); and (d) amounts due under clauses 6 and 7.

4.3 A buyer's confirmation of receipt or satisfaction does not waive their cancellation right and does not accelerate release of Held Funds except as stated in the payout schedule.

4.4 Enforcement holds. If your Commercial Seller status or account is suspended, restricted or terminated, Reluv may hold Held Funds and other amounts otherwise payable to you, limited to what is reasonably required to cover open-transaction obligations (refunds, returns, deductions, chargebacks and amounts owed under these terms), reviewed at least every 30 days, with each amount released when the underlying return window, claim or liability is resolved. Undispatched orders are cancelled and the buyers refunded; dispatched orders complete under clause 2.1 (which survives per its terms). A hold under this clause is not a penalty.

4.5 Payment processing. Payments are processed by Stripe Payments UK, Ltd., an electronic money institution authorised by the Financial Conduct Authority (FRN 900461). You enter into a separate agreement with Stripe for that purpose. Reluv does not hold or receive your funds: amounts described in these terms as Held Funds are held by Stripe in your connected account, and Reluv instructs their release, deduction and payout in accordance with these terms. Reluv is not a payment service provider and does not provide payment services to you.

5. Returns

5.1 When a buyer cancels, Reluv administers the return. The buyer may use a Reluv-provided tracked label (the cost of which is deducted from the buyer's refund) or their own postage with proof of postage.

5.2 Reimbursement to the buyer is made no later than 14 days after the earlier of (a) the returned item reaching you (or your nominated return address) and (b) the buyer providing evidence of having sent it. Where the buyer cancels before taking possession of the item, reimbursement is made no later than 14 days after the day Reluv is informed of the cancellation. You acknowledge that reimbursement on your behalf within these periods is a statutory requirement and is not conditional on your confirmation or inspection.

6. Inspection, deductions and non-returned goods

6.1 Inspection window. From the carrier's delivered-back scan you have 48 hours (which will always end before the statutory reimbursement deadline) to inspect the item and submit either: (a) a diminished value claim under regulation 34(9); or (b) a goods-not-returned report (the parcel did not contain the item). Where a return has no carrier delivery scan, you may instead submit a claim or report at any time after the item reaches you and before the reimbursement date notified for that return. Claims and reports submitted after the applicable window, or without the required evidence, are not actioned and do not delay reimbursement.

6.2 Diminished value claims. A claim must state a specific amount, capped at the amount available to be deducted, together with the basis on which that amount was reached, and must include evidence of the item's condition as dispatched and as returned. Reluv will put your claim and evidence to the buyer, consider any response, and decide the claim by reference to the statutory standard: whether the buyer handled the goods beyond what is necessary to establish their nature, characteristics and functioning — the standard of examination a buyer could make in a shop. A buyer's failure to respond is not evidence and does not lower that standard. Where Reluv decides a claim on which the buyer has not agreed, the amount allowed will not exceed the amount you proposed. Amounts allowed are paid to you from the sum otherwise reimbursable. No diminished value claim is available in respect of a sale for which the required cancellation-right information was not provided pre-contract.

6.3 Review. Either party may request that a claim decision be reviewed by a second, different reviewer. Where the claim is for the whole of the amount available to be deducted, a second review is carried out before the deduction is applied, whether or not either party requests it. Nothing in this clause prevents you or the buyer from pursuing a matter through alternative dispute resolution or the courts.

6.4 Goods-not-returned reports must include continuous unpacking evidence: photographs or video showing the unopened parcel, its return label, its opening and its contents in a single continuous sequence. A diminished value claim for the whole of the amount available to be deducted must be supported by evidence at least as strong. Where Reluv reasonably considers the evidence submitted to be credible and sufficient — which may be the unpacking evidence alone where it meets the standard in this clause, together with any carrier or account data available to Reluv — Reluv may pause reimbursement and investigate. A report that is late, incomplete, or unsupported by evidence meeting that standard does not delay reimbursement, and your remedy is under clause 6.6.

6.5 Claims not decided in time. Where you submit a complete claim within the applicable window and Reluv does not reach a decision before the statutory reimbursement deadline, the buyer is reimbursed in full and your claim is not lost. Reluv will decide the claim out of time against the same standard, and where the claim is allowed Reluv will pay you the amount allowed from its own funds. Reluv will not seek to recover that amount from the buyer. This clause does not apply to claims that were late, incomplete, or unsupported by the required evidence, which are dealt with under clause 6.1.

6.6 Nothing in this clause 6 limits your right to pursue a buyer directly, or Reluv's right to pursue any person, in respect of fraud.

7. Lost returns

7.1 Where a buyer provides evidence of having sent a return and the item is not delivered back, the buyer is reimbursed in accordance with clause 5.2. Reluv may pursue recovery from the carrier (including under its own label contract or under any compensation claim assigned by the buyer) but is not obliged to do so; any amount recovered in respect of a return is credited against sums deducted or deductible under clause 7.2 for that return.

7.2 Any amount not recovered from the carrier may be deducted from Held Funds or your payouts. Reluv's current policy is to bear such losses in full. Bearing a loss on one occasion does not oblige Reluv to do so on another.

8. Data protection

8.1 Buyer data. Where Reluv provides you with a buyer's personal data in order to fulfil an order, you act as an independent controller of that data. You must use it only to fulfil, deliver and support that order and to comply with your legal obligations, and must not use it for marketing or any other purpose without a lawful basis of your own.

8.2 Joint controllership for publication of your business details. You and Reluv are joint controllers in respect of the publication of your business name, business address and business email on Reluv, which we carry out to comply with a legal obligation (UK GDPR Article 6(1)(c)). As between us:

• (a) you are responsible for the accuracy and currency of the details you supply;
• (b) Reluv is responsible for how and to whom those details are displayed, for the technical measures described in clause 1.3, for retention, and for handling data subject requests relating to the display;
• (c) either of us will pass to the other, without undue delay, any request or complaint that relates to the other's responsibilities.

8.3 The essence of the arrangement in clause 8.2 is made available to data subjects in the Reluv Privacy Policy, as required by UK GDPR Article 26.

9. Compliance and indemnity

9.1 You must comply with all law applicable to your sales, including the Regulations, the Consumer Rights Act 2015, the Digital Markets, Competition and Consumers Act 2024, and product safety law applicable to the items you sell.

9.2 You will indemnify Reluv against losses, claims, penalties and reasonable costs arising from: (a) your breach of these terms; (b) inaccurate listing information provided by you; (c) your dealings with buyers outside the processes in these terms; and (d) any determination that you misrepresented your seller status.

10. Records

10.1 Reluv maintains records of disclosures, cancellations, scans, claims and decisions relating to your sales and will make records relating to a specific sale available to you on request for the purpose of a dispute. These records, excluding evidence media which is retained under Reluv's shorter evidence-retention policy, are retained for 6 years from the date of the sale.

10.2 Evidence submitted in support of a claim or report becomes part of the record of that return and cannot be deleted or replaced once submitted. Reluv may redact or summarise material that is abusive, irrelevant to the item's condition, or contains third-party personal data, but will not rely on any material that has not been shown to the other party.

11. Changes and termination of Commercial Seller status

11.1 Reluv may amend these terms on notice for legal, regulatory or operational reasons; material changes require your re-acceptance before you continue to list. Loss of Commercial Seller status does not affect obligations relating to sales already made.