Safety · reluv.co.uk
Your money moves
only when
you say so.
Every transaction on Reluv is protected. Funds are held securely by Stripe until you confirm the item arrived as described. That's the foundation everything else is built on.
How we protect you
Six things working for you, every transaction.
Funds held securely
Funds are securely held while your order is in progress. They are only released to the seller when the item is delivered and confirmed, the buyer protection window ends, or a dispute is resolved.
48-hour dispute window
After delivery you have 48 hours to open a dispute if anything's off. The window closes the moment you tap “Confirm item is OK” to release payment, so check your item first.
Returns built in
If the item isn't as described, we step in. Most cases resolve between buyer and seller within 48 hours. If not, our team makes the call.
Secure payments
Payments are processed securely by Stripe. We never store your full card details — all sensitive data is handled directly by Stripe's PCI-compliant infrastructure.
Account security
Two-factor authentication and device review on new sign-ins. We will never DM you asking about a payment or dispute.
One-tap reporting
Something looks off? Any listing can be reported in a single tap. We investigate and respond — not a bot, not a queue.
When something goes wrong
How disputes work.
Most issues are resolved between buyer and seller. If not, we step in and make a binding decision based on the evidence.
Open a dispute
From your order, tap 'Open dispute' and describe what's wrong. Add photos — cases are decided on the evidence both sides provide, so include everything up front. The clock starts immediately.
Seller responds
The seller has 48 hours to reply with their side and propose a resolution — full refund, return, or explanation.
Agree or escalate
Most cases resolve between buyer and seller. If you can't agree, the case is escalated. Disputes are reviewed fairly based on the evidence provided by both parties, using a combination of team review and automated tools to reach a fair outcome.
Funds move
Refund to buyer or payout to seller — funds are released promptly once the decision is made. If the decision requires the item to be returned first, the refund is released once the seller confirms the return has arrived and the item is as expected.
Protect yourself
Record it. Keep it.
Selling? Film the packing.
Record yourself packing and sealing the parcel in one unedited take — item, label, box. If a buyer ever claims the item arrived damaged or wasn't what you sent, that video is the strongest evidence you can provide.
Buying? Film the unboxing.
Record opening your parcel before you confirm receipt — the unopened package first, then the contents. If something isn't right, an unedited unboxing video is the strongest evidence you can provide.
Keep your video for at least 30 days after delivery, and until any open dispute or payment claim is fully resolved. You can't re-record these moments later — and cases are decided on the evidence provided, so footage that exists is protection; footage that doesn't can't help anyone.