Reboxed – Merchant Terms & Conditions of Trade

Version 1.4  2025

1.Definitions

Platform– Reboxed Ltd, trading as “Reboxed”.
Consumer – The end customer purchasing products via Reboxed.
Merchant – The supplier of devices and accessories, presented by Reboxed to Consumers.
Products – Refurbished devices and approved accessories listed in the Reboxed catalogue.
Merchant T&Cs – These Merchant Terms & Conditions of Trade, as updated from time to time by Reboxed in accordance with channel partner agreement.
Platform Fees – The service and fixed fees applied by Reboxed for access to the platform, customer services, and related infrastructure.

2.Partnership Summary

These Terms govern the commercial partnership between Reboxed and the Merchant for selling refurbished electronics to Consumers via the Reboxed online platform, retail channels, and marketing partners.

The partnership is collaborative. Both parties commit to:

1. Supplying and marketing quality refurbished devices that protect the Consumer experience and Reboxed’s brand reputation.
   

2. Maintaining open and timely communication on stock, pricing, returns, and performance.
   

3. Honouring service levels and standards outlined in these Terms, Appendices and the Channel partner agreement signed by both parties.
   
   

3.Territory

Sales are limited to the United Kingdom unless otherwise agreed in writing.

4. Products

The Merchant shall supply refurbished electronic devices and approved accessories in line with the Reboxed catalogue and category approvals.

All Products must be original manufacturer products, 100% owned by the Merchant, and free from all third-party claims, liens, or encumbrances.

The Merchant is responsible for ensuring compliance with applicable VAT treatment (Standard or Marginal) and must inform Reboxed of the VAT scheme for each SKU.

All devices must meet minimum quality and functionality standards, including data wipe, network unlock, and battery health of at least 80% unless otherwise agreed in writing.

Accessories must be included as required (charging cable, SIM pin, or equivalent OEM quality) and meet the specifications set by Reboxed.

Reboxed reserves the right to conduct spot checks, test purchases, or request grading reports to validate compliance with the Reboxed Grading and Fulfilment Guide (Appendix D).

5. Product Quality & Returns Compliance

All Products must meet the standards set out in the Reboxed TechCheck Grading and Fulfilment Guide (Appendix D).

Devices must be genuine manufacturer products, fully functional, data-wiped, unlocked, and free from third-party liabilities or stolen status.

The Merchant acknowledges Reboxed’s brand standards and must take all reasonable steps to ensure accuracy and consistency in grading and fulfilment to protect customer experience and trust.

The Merchant must maintain a return rate below 5%, calculated on a rolling 90-day basis. Where return rates exceed this level, Reboxed may request corrective action, temporarily suspend listings, or adjust seller visibility until quality issues are resolved.

If a device is returned for the same fault more than once, Reboxed reserves the right to issue a full refund to the Consumer and recover costs from the Merchant.

Reboxed may request additional grading documentation or diagnostic reports, test sample devices, or conduct spot checks and mystery shopping based on complaints or quality concerns.

If a device is delivered to a Consumer in a lower cosmetic grade than advertised by the Merchant, Reboxed will apply the deductions outlined in Appendix A (Appearance – Cosmetic Grading Penalties). These deductions are designed to reflect the impact on Consumer trust, brand reputation, and the associated cost of resolution.If the Merchant fails to meet the service levels and response times set out in Appendix A, Reboxed may, at its discretion:

Automatically refund or compensate the Consumer; and

Deduct the corresponding amount (including any associated costs or administrative charges) from the Merchant’s next payout or reconciliation.

Persistent SLA breaches may also trigger a performance review. Reboxed reserves the right to suspend affected SKUs, adjust Merchant visibility, or suspend the Merchant’s account in cases of repeated non-compliance.

Any quality-related charges for misgraded, faulty, or misrepresented stock will be applied as set out in Appendix A.

6. Commercial & Financial Terms

The Merchant shall pay the Platform Fees set out in Appendix A. These include a fixed monthly platform fee and a platform service fee per order.

The fixed platform fee is £50 per month, billed monthly in arrears and aligned with the 14-day consumer return cycle.

The platform service fee is 2.5% of the sale price per order (excluding VAT and shipping). This fee contributes to Reboxed’s platform costs, customer access, care management, finance fees, and data services.

All operational charges, penalties, and adjustments (including quality claims, fulfilment errors, and returns liabilities) are applied as set out in Appendix A and included in the monthly reconciliation.

The Merchant issues weekly invoices to Reboxed. Reboxed will pay in arrears, 7 days after receipt of invoice, net of any applicable deductions. Platform fees and adjustments are reconciled once per month.

Reboxed reserves the right to introduce a self-billing arrangement in future, with Appendix A updated accordingly.

Reboxed may amend operational processes, service levels, and Platform Fees (including the Platform Service Fee) by updating these Merchant T&Cs with at least 30 days’ notice. Any concerns may be raised and discussed in good faith at the next scheduled performance review.

Reboxed reserves the right to apply operational deductions, as detailed in Appendix A, for fulfilment errors including late delivery, incorrect packaging, wrong item shipped, or devices delivered in unacceptable condition (e.g. locked, blacklisted, non-functional, or materially not as described).

7. Packing & Fulfilment

The Merchant must process and dispatch all orders on business days (Monday–Friday, excluding UK bank holidays). Orders received before the agreed daily cut-off time (no earlier than 13:00) must be dispatched the same day.

All shipments must use a tracked next-day courier service. If a Consumer selects Saturday delivery, Reboxed will cover the fulfilment bonus set out in Appendix C.

Orders must be packaged securely in line with the Reboxed Fulfilment Guide (Appendix C) and include Reboxed-branded materials where required. The Merchant must maintain sufficient stock of packaging and notify supplies@reboxed.co if levels are running low.

Each order must include all required accessories at the Merchant’s cost, including charging cables, SIM pins, and any other accessories specified in the Reboxed catalogue. Accessories must meet OEM quality standards.

Reboxed may from time to time require the inclusion of additional materials (e.g. SIM cards, promotional inserts) or alternative packaging formats (including co-branded or partner-specific packaging). Such requirements will be communicated in writing, and the Merchant must comply. Bespoke packaging changes will be agreed in writing between the Parties before implementation.

The Merchant is responsible for all shipping costs and remains liable for any loss or claims during transit.

8. After Sales Service

Reboxed Care will handle all consumer-facing support at no additional charge to the Merchant.

Where support from the Merchant is required, all communication will be via email to the contacts listed in Appendix B. The Merchant must meet the response times set out in Appendix A.

If the Merchant fails to meet these response times, Reboxed may refund or replace the Consumer’s device and recover the cost from the Merchant.

If a Consumer return or dispute remains unresolved for more than 30 days, Reboxed reserves the right to close the case, compensate the Consumer directly, and reclaim the cost from the Merchant.

The Merchant must cooperate in good faith with Reboxed Care, providing timely updates, diagnostic reports, or replacement devices as reasonably requested to ensure a positive Consumer experience.

9. Warranties

The Merchant shall provide a 12-month warranty for all devices, commencing on the date of delivery to the Consumer.

During the first 30 days, Consumers may elect to return a device for a refund rather than a warranty claim. After this period, all claims will be handled under warranty.

The warranty covers device defects, including those resulting from refurbishment. It does not cover accidental damage, cracked screens or casings, liquid damage, software defects, locked devices (e.g. PIN or Find My iPhone), or damage arising from neglect or third-party repairs.

Where a device is deemed faulty under warranty, the Merchant must repair the device or replace it with a same-spec or higher-spec model of equivalent grade. Refunds are to be treated as a last resort.

If a device is returned more than once for the same fault, Reboxed may require the Merchant to provide a replacement or issue a refund.

Reboxed shall have the final decision on any disputed warranty claim.

10. Returns Process

Reboxed Care will manage all consumer return requests at no additional charge to the Merchant.

Once a return is approved, the device will be sent directly to the Merchant for inspection and resolution. The Merchant must process the return and update Reboxed Care on the product status within the timelines set out in Appendix A.

If no update is provided within the required timeframe, Reboxed may process the return automatically, compensate the Consumer, and recover the associated costs from the Merchant.

Consumers are entitled to a 30-day change-of-mind return window. After this period, returns may only be accepted for devices deemed defective under the warranty.

Faulty devices must be repaired or replaced in line with Section 9 (Warranties). Refunds are considered a last resort.

11. Performance Management & Reporting

Reboxed and the Merchant will maintain open communication on stock, pricing, fulfilment, and customer support.

Regular performance reviews will be held to assess sales, stock availability, return rates, and customer experience. These reviews may take the form of Quarterly Business Reviews (QBRs) or other agreed sessions.

Reboxed will provide the Merchant with reporting and insights, including:
– Sales performance and trends
– Financial summaries and reconciliation statements
– Stock and pricing insights, including competitive benchmarks
– Customer feedback and return rate analysis
– Forecasting and projections where applicable

Reboxed is committed to improving reporting and platform tools to give Merchants greater visibility over sales performance, buy-box status, and consumer trends. Merchants are expected to use this data to update stock levels and pricing regularly to remain competitive.

Both parties will collaborate in good faith on pricing, costs, and promotional strategies to maximise sales and ensure a fair commercial partnership.

If persistent underperformance, quality issues, or return-rate breaches occur, the matter may be escalated under the Performance & Collaboration process set out in these Terms.

Merchant agrees to align pricing with market conditions and review pricing on a daily or weekly basis to remain competitive. The Merchant shall not consistently sell the same products at lower prices on other marketplaces in a way that disadvantages Reboxed. Where benchmarking identifies persistent disparities, Reboxed may request corrective action, suspend affected SKUs, or reduce visibility until resolved.

The Merchant must maintain up-to-date contact details for business, care, logistics, technical, and finance functions, and promptly notify Reboxed of any changes, including bank details. Until such notification is received, Reboxed may rely on the most recently provided information.

12.Technical Integration

Reboxed provides technical tools and APIs to enable efficient order processing, inventory management, and data exchange.

The Merchant must:
– Maintain accurate stock levels and pricing, updating data at least once every 24 hours.
– Acknowledge and process all API orders within 1 hour of receipt.
– Upload valid tracking details on the day of shipment to provide full visibility to Consumers and Reboxed Care.
– Provide IMEI/serial numbers for all devices within 24 hours of shipment.
 – Report any technical issues affecting orders or stock to Reboxed within 24 hours of detection.

The technical standards are further set out in the Reboxed API and Integration Guides and all Merchant must comply with these standards.

Reboxed may update its technical processes and integration requirements from time to time. Any material changes will be communicated in writing and supported with updated documentation.

Both Parties will work together in good faith to resolve technical issues quickly and to improve automation, reporting, and data sharing.

13. Marketing Support

Subject to the Merchant’s written consent, the Merchant grants Reboxed a revocable, worldwide licence to use its name, logo, and product images for branding, campaigns, and promotional activity connected to this agreement.

Reboxed may feature the Merchant’s products across its platform, marketing channels, and partner campaigns to drive sales and consumer awareness.

Merchants are encouraged to collaborate with Reboxed on promotions, seasonal offers, and campaign activity. Any co-funded marketing initiatives will be agreed in writing between the Parties.

14.Payment and invoicing

Reboxed will provide weekly order and refund statements to the Merchant.

Unless otherwise agreed, the Merchant will issue weekly invoices to Reboxed. Payments will be made in arrears, 7 days after invoice receipt, net of any applicable deductions.

Platform Fees and monthly adjustments (including quality claims, chargebacks, or returns liabilities) will be reconciled once per month in line with Appendix A.

Reboxed reserves the right to introduce a self-billing arrangement in future. Should this be implemented, the Merchant will be notified in writing and Appendix A will be updated accordingly.

Reboxed reserves the right to recover or invoice for costs associated with returns, warranty claims, fulfilment failures, or other Merchant liabilities, as set out in these Terms and the Merchant Agreement

Reboxed reserves the right to recover or invoice separately for any costs associated with returns, warranty claims, fulfilment failures, misgrading, or other Merchant liabilities. Such costs may be deducted from future payouts or invoiced directly to the Merchant. Reboxed may also conduct audits of invoices, reconciliations, or operational processes to verify compliance with these Terms

Reboxed may, upon reasonable notice, audit and verify the Merchant’s invoicing, credit notes, and reconciliation records to ensure accuracy and compliance with these Terms. Any discrepancies identified will be corrected in the next payment cycle or by separate debit/credit note, as appropriate

15.Data Protection

The Parties shall comply with all applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.

All buyer and Consumer data must be collected, processed, stored, and used strictly in accordance with these laws and with the Reboxed Data Sharing Agreement (as updated from time to time).

The Merchant must take all reasonable measures to protect personal data from unauthorised access, loss, or misuse. Any actual or suspected data breach must be reported to Reboxed within 24 hours of discovery.

Reboxed may suspend platform access or terminate this agreement if the Merchant is found to be in material breach of applicable data protection obligations.

For the purposes of these Terms, Reboxed has appointed a Data Protection Officer (DPO) contactable at partners@reboxed.co.

16. Intellectual property

Each Party shall retain ownership of any intellectual property it created or owned prior to this agreement.

Any intellectual property required to fulfil obligations under this agreement is provided under a non-exclusive, royalty-free licence, strictly for the purpose of fulfilling such obligations.

All Reboxed trademarks, branding, designs, platform materials, and consumer data remain the exclusive property of Reboxed. Consumer data may not be copied, transferred, or used by the Merchant or any third party for marketing, profiling, or any purpose other than fulfilment of the specific transaction under these Terms, unless expressly authorised in writing by Reboxed.

17.Confidentiality

Each Party undertakes not to disclose to any third party any confidential or commercially sensitive information concerning the other Party’s business, customers, or suppliers, except as permitted under these Terms.

Permitted disclosures include:

– To employees, advisers, or agents who need to know for the purpose of fulfilling obligations under these Terms (provided they are bound by confidentiality obligations); or

– Where required by law, regulation, or a competent authority.

This obligation does not apply to information that is public, already known to the receiving Party, or independently developed without reliance on the other Party’s information.

Reboxed may amend operational processes, service levels, and Platform Fees (including the Platform Service Fee) by updating these Merchant T&Cs with at least thirty (30) days’ notice. Any concerns raised will be discussed in good faith at the next scheduled performance review.

Any additional amendments or variations not covered by the above must be agreed in writing by both Parties.

18.Duration, termination and amendments

This agreement will commence on the Start Date and continue for an initial term of one (1) year, renewing automatically for successive one-year periods unless terminated by either Party on no less than sixty (60) days’ written notice.

Either Party may terminate this agreement with thirty (30) days’ written notice for material breach. The breaching Party shall have fourteen (14) days from notice to remedy the breach before termination takes effect.

Material breaches include, but are not limited to:
– Poor product quality negatively impacting Reboxed or Consumers
– Repeated failure to meet service levels
– Consistently high return rates or misgraded stock
– Late payment of fees or amounts owed
– Conduct that materially damages Reboxed’s brand or Consumer trust

Reboxed may amend operational processes, service levels, and Platform Fees (including the Platform Service Fee) by updating these Merchant T&Cs with at least thirty (30) days’ notice. Any concerns raised will be discussed in good faith at the next scheduled performance review.

Any other amendments or variations not covered above must be agreed in writing by both Parties and shall be incorporated into these Terms as an addendum or supplemental agreement.

19.Governing law

If a dispute arises under this agreement, either Party may issue a written notice detailing the dispute. The Parties will attempt to resolve the matter in good faith within thirty (30) days of such notice.

If no resolution is reached within that period, the dispute shall be submitted to the exclusive jurisdiction of the courts of England and Wales.

This agreement, and any non-contractual obligations arising from it, shall be governed by and construed in accordance with the laws of England and Wales.

Precedence

In the event of conflict between these Terms and any other agreement between the Parties:

– A signed Merchant Agreement or Channel Partner Agreement shall prevail over these Terms;

– The Data Sharing Agreement shall govern all matters relating to personal data; and

– These Terms shall prevail over any inconsistent operational policies or guidelines.

 Fixed Platform Fee: £50 per month, billed monthly in arrears and aligned with the 30-day consumer return cycle.

Platform Service Fee: 2.5% of the sale price per order (excluding VAT and shipping). This fee contributes to Reboxed’s platform, customer access, care management, finance, and data services.

Appendix A - Fees

Quality Claims

Missing, incorrect, or faulty accessories

Appearance - Cosmetic grading penalties 

If the Consumer reports a cosmetic grade lower than advertised by the Merchant, the following deductions will apply:

Merchant Selling Grade	Downgraded To	Deduction
Pristine	Excellent	£50
Pristine	Great	£75
Pristine	Good or below	£100
Excellent	Great	£50
Excellent	Good or below	£75
Great	Good or below	£50
Good	Below Good	£50

Timings for response

Scenario	SLA
Response for all customer care, returns or complaints must be within	4 hours
Refund or notification of blocker – from time of return delivery	24 hours
Reboxed will process the return automatically if unresolved (minimum 1 hour notice given)	48 hours

Trading Days	Response Time Frame
Mon-Fri – 9:00-17:00	4 hours
Mon-Fri – after hours	Next working day by 11am
Sat-Sun & Bank Holidays	Next working day by 11am

Returns Service Levels

Return type	Response Type	SLA
Delivery confirmation	Product status	Same working day
Returns	SIM or FMI Lock	Next working day
Disputes	Any type	Within 48 hours

Appendix B – Grading Document 

Reboxed Grading and Fulfillment Guide is found here: