Terms & Conditions

01 —About Reluv

Reluv is a peer-to-peer online marketplace that enables private individuals (“Sellers”) to list pre-loved clothing and fashion items for sale, and other private individuals (“Buyers”) to purchase those items. Sellers and Buyers are together referred to as “Users”.

Reluv is not a seller, retailer, or trader. We do not own, inspect, warehouse, or dispatch any item listed on the Platform. The contract of sale for any item is formed exclusively between the Buyer and the Seller. Reluv is not a party to that contract.

Reluv acts solely as an intermediary providing the technology platform and facilitating payment processing and holding arrangements via Stripe. Reluv is not a buyer, seller, retailer, or trader, does not take title to any item, and does not guarantee the quality, authenticity, or delivery of any item. Payments are held by Stripe solely to enable Buyer protection and dispute resolution; Reluv does not hold or control those funds as principal.

Reluv's role is limited to:

• providing the technology platform that connects Buyers and Sellers;
• acting as a payment intermediary (via Stripe) to hold and release funds in accordance with these Terms; and
• adjudicating disputes between Buyers and Sellers where they cannot resolve matters directly.

Nothing in these Terms creates an employment, agency, partnership, or joint-venture relationship between Reluv and any User.

Following and notifications. The Platform lets you follow other Users' shops. When you follow a shop, you agree that Reluv may send you related activity updates — including in-app notifications and a periodic email summary when shops you follow list new items. These are part of the following feature and are not marketing. You can turn them off at any time in your notification settings, or via the unsubscribe link in the email.

02 —Eligibility

To use the Platform you must:

• be at least 18 years of age;
• be resident in the United Kingdom (or be purchasing from a UK-based Seller where we support international Buyers);
• have the legal capacity to enter into binding contracts;
• provide accurate, current, and complete information when registering and at all times thereafter; and
• not have been previously banned from the Platform or have an outstanding Platform ban in force.

By creating an account you represent and warrant that all of the above conditions are met. We reserve the right to verify eligibility at any time and to suspend or terminate accounts where eligibility requirements are not satisfied.

Reluv currently supports private individuals only. Business, commercial, wholesale, dropshipping, and company seller accounts are not permitted at this time. You may sell only your own personal pre-owned items and not in the course of a business, trade, or profession. We reserve the right to suspend or terminate any account we reasonably believe is being used for business selling.

03 —Seller obligations

Selling as a private individual

Reluv is a marketplace for private individuals selling their own pre-owned items. You may not use Reluv to sell as a business or in the course of trade. When you list an item you confirm that you are selling as a private individual and not as a trader. You must not misrepresent your status — presenting yourself as a private seller while in fact selling as a business is prohibited and may be unlawful. We may remove listings, suspend, or close accounts where we reasonably believe a Seller is trading, and we may use sales activity (including volume), listing patterns, account signals, and other indicators to identify and act against suspected business selling.

Listings

When creating a listing, Sellers must:

• sell only as a private individual, and not in the course of a business, trade, or profession;
• accurately describe the item's condition, size, brand, and any defects or damage, however minor;
• use a cover photo that is their own photograph of the actual item for sale; additional photos may include stock or manufacturer images to illustrate the product, provided the listing as a whole is not misleading about the specific item being sold;
• include at least one clear photograph of the item's label or tag;
• set a fair and accurate price — artificially inflating prices to manipulate the fee structure is prohibited;
• ensure they are the lawful owner of the item and have the right to sell it; and
• not list any item that falls within the Prohibited Items categories set out in Section 8.

Sellers are solely responsible for the accuracy and legality of their listings. Reluv does not verify listing content and accepts no liability for inaccuracies.

Dispatch SLA

Once a Buyer's order is confirmed (payment successfully captured), the Seller must dispatch the item within 5 calendar days. This dispatch deadline is our service-level agreement (“SLA”). Dispatch means handing the item to the carrier and uploading valid tracking information to the Platform.

If the Seller fails to dispatch within this window, the order is automatically cancelled and the Buyer refunded in full. Persistent failure to meet dispatch SLAs may result in account suspension.

Cancellations by Sellers

Sellers may cancel an order only before a shipping label has been created — for example if the item has been lost or damaged. Once a label has been created the order can no longer be cancelled by the Seller. Repeated Seller cancellations may attract account restrictions.

Post-sale conduct

Sellers must engage honestly and promptly with Buyer queries, the dispute process (see Section 7), and any request for information from Reluv. Sellers must not attempt to conduct transactions outside the Platform in order to avoid fees or Buyer protections. Transactions arranged or completed off the Platform are not covered by Buyer protection, secure payment holding, or our dispute process, and Reluv accepts no responsibility for them.

04 —Buyer obligations

Buyers must:

• read listings carefully before purchasing, including condition descriptions and photographs;
• complete payment promptly after placing an order;
• provide an accurate and accessible delivery address;
• inspect the item upon delivery and, if there is an issue, open a dispute within the 48-hour window described in Section 7 — do not confirm the item is OK if you intend to dispute;
• confirm the item is OK honestly and promptly once they have received and inspected the item; and
• not attempt to abuse the dispute process by making dishonest claims.

Once a Buyer confirms the item is OK, the payout to the Seller is queued and cannot be reversed except through the formal dispute process and only where a dispute has been opened within the permitted window.

05 —Fees and payments

Seller fee

Reluv does not charge Sellers a selling fee. The Seller receives the full price they set for the item, less any postage and carrier-surcharge amounts they are responsible for (see below).

Buyer protection fee

Buyers pay a Buyer Protection Fee comprising £0.70 fixed plus 6% of the item price. This fee funds the secure holding of payments, dispute adjudication, and Buyer protection infrastructure.

The Buyer Protection Fee is included in the total price shown on each listing before you choose to buy, so the headline price you see is the price you pay for the item and its protection. Shipping is the only amount added at checkout, because it depends on your delivery address and chosen carrier; it is always shown to you in full before you confirm payment.

Shipping

Shipping is paid by the Buyer at checkout. Shipping options and prices are provided through our shipping partners and shown to the Buyer before purchase. We may change shipping partners or carriers from time to time without notice; the price shown to the Buyer at checkout is the price that applies to that order.

Carrier surcharges

When a Seller selects a postage option and a label is generated for their parcel, that label is a binding declaration to the carrier that the parcel's weight and dimensions fall within that option's limits. Couriers may inspect, re-weigh or re-measure parcels after collection and apply an additional charge (a surcharge) where a parcel exceeds the limits the Seller declared.

Reluv pays any such surcharge to the carrier on the Seller's behalf, and the Seller agrees to reimburse Reluv in full. Reluv recovers the amount from the Seller's sale proceeds or, at the Seller's option, by direct payment. A surcharge arises from the Seller's own declaration, is the Seller's responsibility, and is not charged to the Buyer.

Non-refundability of fees

The Buyer Protection Fee pays for a service — the secure holding of your payment, Buyer protection, and access to our dispute process — that is supplied to you from the moment you place your order and continues throughout the transaction. Because that service is provided in full, the Buyer Protection Fee is non-refundable, except where Reluv is solely at fault for an error that resulted in a failed or incorrectly processed transaction. Fees are not refunded in the event of a Buyer-initiated return, Seller cancellation, or dispute outcome — in those cases, the refund or payout relates to the item price and shipping only. This does not affect your statutory rights as a consumer.

Payment processing

All payments are processed by Stripe, a PCI DSS-compliant third-party payment processor. By placing an order, Buyers agree to Stripe's Terms of Service. Reluv does not store full card details. Stripe may apply additional fraud screening at its discretion.

Tax and digital-platform reporting (DAC7)

You are responsible for any tax due on your sales. Reluv is a digital platform within the scope of the UK's reporting rules for digital platforms (commonly known as “DAC7”). If your sales pass the reporting thresholds in a calendar year, we are required by law to report certain information about you and your activity to HMRC, and to obtain a tax identifier (your National Insurance number or Unique Taxpayer Reference) for that purpose. To minimise the sensitive data we hold, this identifier and your date of birth are collected and held securely by Stripe; Reluv stores only confirmation that they have been provided. Our Privacy Policy explains exactly what data this involves and how it is handled.

06 —Holding and releasing funds

When a Buyer places an order, funds are held securely by our payment processor, Stripe, and are not released to the Seller until one of the following conditions is met:

• the Buyer confirms the item is OK; or
• the carrier confirms delivery and no dispute is opened within the 48-hour window; or
• 11 days pass after the Seller marks the item as dispatched and no dispute has been opened (the dispatch timeout below).

Delivery confirmation: An order is marked as delivered only when the carrier's tracking confirms delivery or the Buyer marks the item as delivered. The Platform does not mark items as delivered automatically — an order that has not been confirmed delivered remains shown as in transit.

Dispatch timeout: If delivery is never confirmed (for example, the carrier does not report it), the order remains in transit, but the Seller's funds are released 11 days after dispatch provided no dispute has been opened. This protects Sellers from being left unpaid by missing carrier tracking, while preserving the Buyer's right to raise a non-delivery dispute (see Section 7).

Payout timing: Where delivery is recorded (by the Buyer or the carrier), the Seller's payout is released 2 days after the 48-hour dispute window closes; if the Buyer confirms the item is OK, that window closes immediately and the 2-day clock starts. Where delivery is never confirmed, payout follows the 11-day dispatch timeout above. In all cases, an open dispute keeps funds held by Stripe until it is resolved.

Disputes: If a dispute is opened within the 48-hour window, funds remain held by Stripe until the dispute is resolved (see Section 7).

Refunds: Where a refund is due (following a dispute outcome or Seller cancellation), it is processed via Stripe and may take 5–10 business days to appear in the Buyer's account, depending on their bank or card issuer.

Reluv does not pay interest on funds held by Stripe pending release.

07 —Disputes and resolution

Opening a dispute

A Buyer may open a dispute:

• within 48 hours of delivery being recorded (by the Buyer or the carrier); or
• where the item has not been confirmed delivered, from 7 days after the Seller marked it as dispatched (for example, a “not received” dispute).

To open a dispute the Buyer must provide photographs and a written description of the issue.

The dispute window closes permanently once a Buyer confirms the item is OK, and a dispute cannot be opened once the Seller's funds have been released. Disputes cannot be opened after the applicable window has closed, regardless of circumstances.

Seller response

On receipt of a dispute, the Seller will be notified and given the opportunity to respond with counter-evidence (photographs, messages, or other documentation). Both parties may communicate through the Resolution Centre on the Platform.

Escalation and Reluv review

If Buyer and Seller cannot reach a mutually agreed resolution, either party may escalate the case to Reluv for review. A Reluv admin will examine the evidence provided by both parties and issue a binding decision. Reluv will not ordinarily seek or consider evidence that was not submitted through the Platform's dispute interface.

Possible outcomes

• Full refund to Buyer (ResolvedBuyer): The item price is refunded to the Buyer; the sale is unwound.
• Refund on return: The Buyer is refunded once they return the item to the Seller (see “Returns” below).
• Payment released to Seller (ResolvedSeller): The dispute is found in the Seller's favour and the payout is released.
• Case closed: The case is closed without a decisive finding where insufficient evidence was provided by either party; Reluv may, at its discretion, determine the outcome on the available evidence.

Returns

Some dispute outcomes require the Buyer to return the item before a refund is issued. Where a return is required, the Buyer must ship the item back to the Seller using a tracked delivery method — via the return label or tracking details provided through the Platform — within 5 calendar days of the return being requested.

If the Buyer does not ship the return within this window, the refund is voided and the transaction is automatically completed in the Seller's favour, with the payout released and no further appeal.

Once the Buyer marks the return as shipped, the Seller has 5 calendar days to receive, inspect, and confirm receipt of the item. If the Seller does not act within that window, the refund is released to the Buyer automatically. If the returned item is empty, tampered with, or materially different from the item that was sold, the Seller may reject the return with photographic evidence, and the case will be escalated to Reluv for a binding decision.

Finality of decisions

Our dispute process exists to resolve problems with an order fairly for both Buyers and Sellers: both parties are notified, both can submit evidence through the Resolution Centre, and a decision is made on the evidence provided. Reluv's decision is final and binding as a matter of our internal process — it determines how the funds held on the Platform for that order are released. Reluv provides this service on a reasonable-efforts basis; it is not legal proceedings and is not binding arbitration under the Arbitration Act 1996.

Alternative dispute resolution (ADR)

Reluv's Resolution Centre is our own internal process; it is not a certified alternative dispute resolution (ADR) body. Reluv is not currently registered with a certified ADR provider and does not undertake to use ADR. If we are unable to resolve a complaint with you to your satisfaction, this does not affect your statutory rights: you remain free to seek independent advice (for example from Citizens Advice) and to bring a claim in the courts of the United Kingdom.

Chargebacks

Because our dispute process is designed to give both Buyers and Sellers a fair outcome, we ask that you raise any problem with an order through the Resolution Centre before contacting your bank or card provider, and give us a reasonable opportunity to resolve it. If you raise a chargeback or payment reversal that bypasses our dispute process — in particular after a matter has already been decided through it — we may treat that as a breach of these Terms, defend the chargeback using the evidence on file, and seek to recover from you any amount we have already paid out as a result, together with reasonable costs of recovery. Nothing in this paragraph removes or limits any chargeback or dispute rights you have with your bank or card scheme, or your statutory rights — it sets out how we expect the dispute process to be used and what may follow if it is bypassed.

08 —Prohibited items

The following items may not be listed or sold on the Platform under any circumstances:

• Counterfeit and replica goods: Items that infringe trade marks, are presented as genuine branded goods when they are not, or are otherwise counterfeit or replica in nature.
• Stolen property: Items obtained by theft or dishonesty.
• Intellectual property infringements: Items that infringe copyright, design rights, or other intellectual property rights of any third party.
• Dangerous items: Weapons (including knives, firearms, imitation firearms, and related accessories), hazardous materials, or any item whose sale or supply is restricted or prohibited under UK law.
• Adult content: Sexually explicit items or content.
• Illegal items: Any item whose sale, supply, or possession is prohibited or restricted under the laws of England and Wales or UK law more broadly.
• Non-fashion items: Items that are not clothing, footwear, accessories, or related fashion goods, unless expressly permitted by us in writing.

Listing a prohibited item may result in immediate removal of the listing, suspension or permanent banning of the account, and referral to law enforcement where appropriate. Reluv reserves the right to determine whether an item falls within a prohibited category, acting reasonably.

Reporting illegal content and online safety

Reluv allows Users to create listings and to message one another, and is a user-to-user service within the meaning of the Online Safety Act 2023. We take steps to assess and reduce the risk of illegal content appearing on the Platform, to act on reports, and to remove illegal content when we become aware of it.

If you see a listing, message, image, or other content that you believe is illegal, counterfeit, stolen, or otherwise in breach of these Terms, please report it to us using the report option on the listing or conversation where available, or by emailing safety@reluv.co.uk. Tell us what the content is and where you found it. We review reports, remove content and take action against accounts where appropriate, and may report illegal content or activity to the relevant authorities. If you are not satisfied with how we have handled a report, you can ask us to review it by replying to our response or contacting legal@reluv.co.uk.

09 —Intellectual property

Reluv's intellectual property

All intellectual property rights in the Platform, including its software, design, trademarks, and content created by Reluv, are owned by or licensed to Reluv. Nothing in these Terms grants Users any right to use Reluv's intellectual property except as strictly necessary to use the Platform in accordance with these Terms.

User-generated content

By uploading photographs, descriptions, or other content to the Platform, you warrant that:

• you are the owner or licensee of all intellectual property rights in that content;
• the content does not infringe the intellectual property rights, privacy rights, or any other rights of any third party;
• the content is accurate and not misleading; and
• you have obtained all necessary consents for any individuals who appear in photographs.

You grant Reluv a non-exclusive, royalty-free, worldwide licence to use, reproduce, display, and distribute your content for the purposes of operating, improving, securing, and promoting the Platform, including marketing the Platform across our own channels (such as our website, apps, emails, and social media accounts). This licence ends when you delete the content or close your account, subject to any copies already published or distributed.

Reluv does not claim ownership of content you upload and does not use it for commercial purposes beyond operating the Platform.

10 —Account suspension and bans

Reluv may suspend or permanently ban any User account at any time where we reasonably believe that the User has:

• breached these Terms;
• engaged in fraudulent, dishonest, or abusive conduct;
• listed or sold prohibited items;
• harassed, threatened, or abused another User;
• attempted to conduct transactions outside the Platform to circumvent fees or protections; or
• repeatedly failed to meet Seller dispatch SLAs or Buyer obligations.

How we take enforcement action

In cases involving suspected fraud, prohibited items, threats to the safety or security of the Platform or its Users, serious breaches of these Terms, or where required by law or by Stripe or another service provider, Reluv may suspend or terminate an account immediately and without prior notice. In all other cases we will provide reasonable notice where practicable. Users will be given a statement of reasons for any enforcement action and information on how to appeal, except where this is prohibited by law or would prejudice an ongoing investigation.

Email, IP, and account-signal recording

For fraud prevention purposes, we record the email address and IP address used at account registration and at each subsequent login, together with the approximate location (country) derived from that IP address. We may use these records and other account signals — such as account age, activity patterns, and accounts sharing the same connection — to detect fraud, ban evasion, and other abuse. This data is processed in accordance with our Privacy Policy.

Ban evasion

Banned Users may not re-register using a different email address, device, or IP address. Attempting to evade a ban will result in permanent exclusion from the Platform and may be referred to law enforcement. Reluv uses email addresses and IP records, in combination with other signals, to detect and prevent ban evasion.

Appeals

If you believe your account has been suspended or banned in error, you may contact us at legal@reluv.co.uk with your account details and the reason for your appeal. We will review appeals within a reasonable time but are not obliged to reinstate accounts.

11 —Limitation of liability

Platform as intermediary

Reluv is a technology platform connecting independent Buyers and Sellers. The sale contract is between Buyer and Seller. Reluv is not responsible for:

• the quality, authenticity, condition, fitness for purpose, or safety of any item listed or sold through the Platform;
• the accuracy or completeness of any listing created by a Seller;
• the conduct, acts, or omissions of any Buyer or Seller;
• delays or failures in delivery, or the acts or omissions of any shipping carrier;
• Stripe, Sendcloud, Resend, or any other third-party service provider integrated with the Platform; or
• the outcome of any dispute where Reluv has acted in good faith on the available evidence.

Cap on liability

To the fullest extent permitted by law, Reluv's total liability to any User in connection with the Platform, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising out of or in connection with these Terms or the use of the Platform, shall not exceed the total platform fees paid by that User to Reluv in the 12 months immediately preceding the event giving rise to the claim.

This limitation applies to all claims arising from or in connection with the Platform's payment holding and release arrangements and its dispute resolution services, in each case subject to the “Statutory rights” provisions below.

Exclusion of certain losses

To the fullest extent permitted by applicable law, Reluv excludes all liability for:

• loss of profits, revenue, or anticipated savings;
• loss of business, contracts, or opportunities;
• loss of goodwill or reputation;
• any indirect or consequential loss; and
• any loss arising from a User's reliance on the accuracy of listings or other User-generated content.

Statutory rights

Nothing in these Terms excludes or limits Reluv's liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable UK law, including rights under the Consumer Rights Act 2015.

12 —Indemnity

You agree to indemnify, defend, and hold harmless Reluv, its directors, officers, employees, contractors, and agents from and against any claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising from or relating to:

• your use of the Platform;
• any item you list or sell, including claims by Buyers regarding authenticity, condition, or intellectual property infringement;
• your breach of these Terms, including any breach of the requirement to sell only as a private individual or any misrepresentation of your seller status or of an item's condition, authenticity, or provenance;
• your breach of any applicable law or regulation;
• any content you upload to the Platform, including infringement of any third party's intellectual property or other rights; or
• any dispute between you and another User.

This indemnity reflects the fact that the contract of sale is between Buyer and Seller. Where a third party brings a claim against Reluv arising from a transaction on the Platform, the relevant Buyer and/or Seller — not Reluv — are the appropriate respondents.

If you are a consumer, this section applies to you only in a limited way: you are responsible under it only for losses that arise from your own breach of these Terms, your own deliberate act, fault or negligence, or your infringement of a third party's rights, and only to the extent those losses were reasonably foreseeable. Nothing in this section requires you to compensate Reluv for losses caused by our own breach or negligence, makes you liable for indirect or unforeseeable losses, or affects your statutory rights under the Consumer Rights Act 2015.

13 —Governing law

These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.

You and Reluv agree to submit to the exclusive jurisdiction of the courts of England and Wales, except that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of Scotland or Northern Ireland respectively.

Your statutory rights as a consumer, including under the UK Consumer Rights Act 2015, apply where applicable. The terms of that Act prevail to the extent they conflict with any provision of these Terms.

14 —Changes to these terms

We may update these Terms from time to time to reflect changes in the law, our services, or our business practices. When we make material changes:

• we will post the updated Terms on this page with a new “Last updated” date;
• for existing registered Users, we will provide at least 30 days' notice by email before the changes take effect; and
• for new users registering after the update date, the updated Terms apply immediately.

If you do not agree with updated Terms, you must stop using the Platform before the effective date of the changes. Continued use of the Platform after the effective date constitutes your acceptance of the updated Terms.

Minor changes (such as corrections of typographical errors, clarifications that do not affect your rights, or updates to contact information) may be made without notice.

15 —Contact

For legal queries, notices, or appeals relating to these Terms, please contact us at:

For support queries, order issues, or dispute escalations, please use the in-app Resolution Centre or visit our Help Centre.