Returns & Refunds Policy

Last updated: September 2026

TradeOut is a multi-vendor marketplace. Returns and refunds depend on the nature of the product, the reason for the return and the applicable vendor and marketplace rules.

1. When to Contact Us

Contact TradeOut as soon as reasonably possible if your order is damaged, incorrect, materially different from its listing, incomplete or otherwise has a significant problem. Include your order number and clear photographs where relevant.

2. Products That May Qualify

• Products damaged during delivery.
• The wrong product was supplied.
• A material part of the order is missing.
• The product is materially different from the description or agreed specifications.
• Another return reason is required by applicable law or has been expressly offered by the vendor.

3. Products With Special Conditions

Custom-made, personalized, made-to-order, perishable or hygiene-sensitive products may have different return conditions where permitted by law. Check the product listing and vendor terms before purchasing.

4. Return Condition

Where a return is approved, the product should normally be returned in the condition required by the vendor or TradeOut, with relevant accessories, packaging and proof of purchase where applicable. Do not send a product back before receiving return instructions.

5. Refunds

Once an approved return, cancellation or refund request has been reviewed, the applicable refund will be processed using the available payment/refund method. Processing time can vary by payment provider and financial institution.

6. Delivery Charges

Whether original or return delivery charges are refundable depends on the reason for the return, the vendor’s stated policy and applicable law. Where an item is defective, incorrect or materially misrepresented, TradeOut will work with the vendor to determine the appropriate resolution.

7. Marketplace Disputes

If you and a vendor cannot resolve an order issue, contact TradeOut support with your order number, evidence and the steps already taken. TradeOut may review the transaction and request information from both parties before determining what marketplace action is appropriate.

8. Fraudulent or Abusive Claims

False, fraudulent or abusive refund and return claims may result in a review or restriction of an account, subject to applicable law.

9. Contact

Start a return or refund enquiry through our Contact page and include your order number.