Buyer Protection

1. How we check resale items

Merchables sells two kinds of resale items.

• Our own stock. We check that each item is authentic before we list it.
• Items from vetted outside sellers. The seller sends the item to us first. We inspect it. Only then do we send it to you. The item never goes straight from the seller to you.

We reject items that fail our checks. We do not guess. If we cannot be sure an item is real and as described, we do not sell it.

2. How you pay

You pay by card or Apple Pay. Stripe processes your payment. We never see your full card number. The price you see is the price you pay.

3. If an item is not as described

An item is not as described if it is fake, a different item, a different size or condition from the listing, or has damage the listing did not show.

1. Email communicate@merchables.io as soon as you notice. Include your order number and clear photos.
2. We review your photos and the listing. We may ask you to send the item back.
3. If the item is not as described, we refund you in full, including delivery. We pay the return postage.

You also keep your legal rights. See Returns and refunds. Buyer protection adds to those rights. It does not reduce them.

4. Refunds

We refund to the card or Apple Pay account you paid with. A refund usually reaches your bank within 5 to 10 working days after we send it. The time depends on your bank.

5. If we do not agree

If you disagree with our decision, reply to our email and say why. A different team member looks at it again.

You can also ask your card provider for help. You can use the UK courts. If you live in the UK, you can use an approved alternative dispute resolution service, if we cannot settle the matter.

6. Outside sellers

When a vetted outside seller sells through Merchables, we handle your payment, the inspection, delivery, and any return or refund. You deal with us, not with the seller. Sellers must follow our rules. Sellers who break them are removed.