Zoipler Returns, Refunds and Protection Policy

Version 2026-07-30 · effective 30 July 2026

Zoipler is a marketplace unless Zoipler is shown as the seller. The sales contract is normally between buyer and seller. This policy explains Zoipler’s marketplace process; nothing in it removes rights that cannot lawfully be excluded. Seek independent advice where necessary.

1. About this policy and seller status

Seller status is displayed before payment. Sellers are shown as Private Seller or Business Seller. Zoipler may review an incorrectly declared status and record the reason for any change.

2. Private Sellers

Private Sellers do not normally have to accept change-of-mind returns. A Private Seller may offer voluntary returns on the terms shown before purchase. Zoipler Buyer Protection can still cover eligible problems such as an item materially not as described.

3. Business Sellers

Business Sellers must comply with applicable UK consumer law. Eligible distance-purchase cancellation requests are normally supported for 14 days, followed by a return period where applicable. Faulty, counterfeit, misdescribed and other non-conforming goods are not excluded by ordinary cancellation exceptions.

4. Cancellation and exceptions

Cancellation before dispatch is handled through the order. Personalised goods, perishables and eligible sealed hygiene or media goods may have limited ordinary change-of-mind rights, subject to applicable law. A buyer normally pays direct return costs only where this was disclosed and law permits it.

5. Faulty or not-as-described goods and reporting

Items must match their listing. Buyers should report protected Private Seller problems within Zoipler’s 72-hour Buyer Protection reporting period after tracked delivery. Claims made outside Zoipler’s normal reporting period may not qualify for Zoipler Buyer Protection. Buyers may contact support where exceptional circumstances or statutory rights may apply. This does not remove non-excludable legal rights.

6. Evidence, seller responses and authorisation

Buyers and sellers may provide photographs, videos, reports, identifiers, serial numbers, IMEIs, weights, tracking, dispatch records and written statements. Return evidence is kept securely. Sellers normally have 48 hours to respond. Do not send an item back until Zoipler authorises the return and gives instructions, route, address and tracked-postage deadline.

7. Postage, tracking and inspection

Sellers normally pay return postage for faulty, wrong, materially misdescribed, counterfeit, incomplete or seller-packaging damage claims. Buyers normally pay for change-of-mind, accurate-fit and voluntary Private Seller returns. A carrier return scan only proves a parcel was posted; Zoipler does not routinely refund at the first carrier scan. Once delivered, sellers normally receive two business days to inspect it.

8. Returned-item condition and deductions

Buyers must return the same item received. Serial numbers, parcel weights, photographs and security tags may be compared. There is no automatic restocking fee. For eligible Business Seller cancellations, any diminished-value deduction must reflect actual loss of value caused by handling beyond reasonable inspection, not ordinary administration; disputed deductions are reviewed by Zoipler.

9. Wrong, incomplete, substituted, high-value and unsafe returns

Wrong, incomplete, empty, substituted or materially damaged returns may be disputed with evidence. High-value or high-risk items may be routed to Zoipler or an approved verification partner. Counterfeit, illegal or unsafe goods may require an admin review and a different return route.

10. Refund amounts and Buyer Protection

Where required by law, refunds may include item price and standard outbound delivery, but normally not an enhanced-delivery upgrade. Buyer Protection is subject to eligibility and may cover non-delivery, wrong item, material misdescription, counterfeit goods, material transit damage, missing important parts, empty parcels, non-response and refusal of a required remedy. It normally excludes change of mind from a Private Seller, accurate fit, disclosed faults, minor differences, buyer damage, off-platform arrangements, manipulated evidence, missed return deadlines without good reason and duplicate chargeback claims.

11. Seller Protection

Seller Protection is not insurance. Subject to eligibility and coverage limits, it may help with wrong or empty returns, missing components, buyer misuse or substitution fraud, approved-carrier loss, verified false claims or a Zoipler-funded remedy despite strong seller compliance evidence. Accurate listings, disclosed faults, required dispatch evidence, approved tracked shipping, appropriate packaging and timely responses are normally required.

12. Return abuse, disputes and appeals

Zoipler may investigate manipulated evidence, serial mismatch, parcel-weight discrepancy, altered security tags, duplicate claims and other fraud indicators. A high return rate alone does not prove fraud. Zoipler may require evidence, verification, restrictions, withdrawal pauses, suspension or referral where appropriate. Either party may submit an internal appeal within seven calendar days, with the decision challenged and overlooked or new evidence. External legal rights are not removed.

13. Off-platform arrangements, chargebacks and changes

Do not arrange payment or returns outside Zoipler. Duplicate chargeback and marketplace refund claims may be paused while reviewed. Zoipler may update this policy following changes in law; the version applicable to an order is recorded at purchase.