1. 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'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.
2. 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.
Where a User is selling in the course of a business, additional legal obligations may apply (including under the Consumer Rights Act 2015 and Consumer Protection from Unfair Trading Regulations 2008). Business sellers are responsible for ensuring their own compliance with all applicable laws.
3. Seller obligations
Listings
When creating a listing, Sellers must:
- accurately describe the item's condition, size, brand, and any defects or damage, however minor;
- only use photographs that genuinely depict the actual item for sale;
- 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 business days. Dispatch means handing the item to the carrier and uploading valid tracking information to the Platform.
Failure to dispatch within this window entitles the Buyer to cancel the order and receive a full refund. Persistent failure to meet dispatch SLAs may result in account suspension.
Cancellations by Sellers
Sellers may cancel an order before dispatch if they are unable to fulfil it (for example, the item has been damaged or lost). Cancellation after a Buyer has confirmed delivery, or after payout has been queued, is not possible. 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.
4. 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 3-day window described in Section 7 — do not confirm delivery if you intend to dispute;
- confirm delivery 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 delivery, 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.
5. Fees and payments
Seller fee
Sellers are charged a platform fee of 2% of the net seller price (the price the Seller sets for the item, before any Buyer-side fees). This fee is deducted from the payout before it is released to the Seller.
Buyer protection fee
Buyers pay a Buyer Protection Fee comprising £0.50 fixed plus 6% of the item price (after any seller-set markup). This fee funds the escrow, dispute adjudication, and Buyer protection infrastructure.
Shipping
Shipping costs are paid separately by the Buyer at the actual carrier cost. Shipping rates are calculated at checkout via our shipping partner (ShipEngine). Reluv does not mark up shipping costs.
Non-refundability of fees
Platform fees (Seller fee and Buyer Protection Fee) are non-refundable, except in the following circumstance: 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.
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.
6. Escrow and payout
When a Buyer places an order, funds are held in escrow via Stripe Connect and are not released to the Seller until one of the following conditions is met:
- the Buyer confirms delivery of the item; or
- the system automatically marks the order as delivered (see below) and no dispute is opened within the 3-day window.
Auto-delivery: If the carrier does not confirm delivery within 7 days of the Seller marking the item as dispatched, the Platform will automatically mark the order as delivered. The Buyer will be notified and the 3-day dispute window will begin at that point.
Payout timing: The Seller's payout is released 2 days after the dispute window closes. If the Buyer confirms delivery, the dispute window closes immediately at that moment and the 2-day clock starts. If delivery is confirmed automatically (auto-delivery), the 3-day dispute window runs from that point, and the payout follows 2 days after it expires with no open dispute.
Disputes: If a dispute is opened within the 3-day window, funds remain in escrow 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 in escrow.
7. Disputes and resolution
Opening a dispute
A Buyer may open a dispute within 3 calendar days of delivery being confirmed (whether by the Buyer, the carrier, or the auto-delivery mechanism). 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 delivery. Disputes cannot be opened after the 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.
- 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.
Finality of decisions
Reluv's dispute decision is final and binding on both parties. Users agree not to initiate chargebacks or payment reversals through their bank or card issuer in relation to a dispute that has already been reviewed and decided by Reluv. Initiating a chargeback after a binding decision may result in permanent account suspension and recovery action.
Reluv provides the dispute adjudication service on a reasonable-efforts basis. Decisions are made on the available evidence and do not constitute legal proceedings or binding arbitration under the Arbitration Act 1996.
Nothing in this section limits a User's statutory rights under applicable UK consumer protection legislation.
8. 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.
9. 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 solely for the purposes of operating and promoting the Platform. 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.
Email and IP recording
For fraud prevention purposes, we record the email address and IP address used at account registration and at each subsequent login. 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, ShipEngine, 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.
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;
- 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.
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.
The UK Consumer Rights Act 2015 applies to transactions between private consumers and business sellers 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.