Reboxed - Merchant Terms & Conditions

Version 3

Last updated: 2nd April 2026

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.

Material Breach – A breach that is sufficiently serious in nature, consequence or duration that it deprives the affected party of a substantial part of the benefit it reasonably expected to receive under these Merchant Terms.

Merchant T&Cs / Terms – These Merchant Terms & Conditions of Trade, as updated from time to time by Reboxed and notified to the Merchant.

Platform Fees – The service and fixed fees applied by Reboxed for access to the platform, customer services, and related infrastructure.

Delivery Confirmation –  Courier proof of delivery including signature or equivalent secure receipt confirmation from the carrier.

ReService™ Fee – The operational service fee charged by Reboxed in connection with the handling and administration of product returns, including inspection, processing and customer support relating to delivery queries, warranty claims or product condition disputes.

Order Acknowledgement –  Means confirmation from the Merchant’s system that an order transmitted via the Reboxed API has been successfully received and accepted for fulfilment by the Merchant.

Reconciliation Statement –  Means the periodic report provided by Reboxed detailing orders, returns, adjustments, operational charges, and amounts payable between the Parties.

Business Day – any day other than a Saturday, Sunday or public holiday in England and Wales.

Order – a purchase order placed by a Consumer through the Reboxed platform for a Product supplied by the Merchant.

Quality Benchmark – the acceptable error or return threshold applicable to Merchant sales as defined in Clause 10 and Appendix A.

SKU – stock keeping unit identifier used to uniquely identify a product listing.

2.Partnership Summary

These Merchant 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 the service levels and operational standards outlined in these Terms, the Appendices and any channel partner agreements signed by both parties.

By listing Products for sale, fulfilling orders, or otherwise continuing to trade on the Reboxed platform, the Merchant is deemed to have accepted the Merchant T&Cs.

Reboxed acts as the merchant of record and customer-facing platform for transactions conducted through the Reboxed marketplace. The Merchant acts as the fulfilment and product supply partner responsible for the accuracy, quality and lawful supply of Products.

Reboxed may amend operational processes, service levels, and Platform Fees (including the Platform Service Fee) within these Merchant Terms (“Material Changes”) by providing written notice to the Merchant. Unless the Merchant notifies Reboxed in writing of any objection within thirty (30) days of such notice, continued use of the platform will constitute acceptance of the updated Terms.  Reboxed retains full discretion over platform presentation, ranking, search visibility and buy-box allocation.

Where a Merchant cannot accept a Material Change of these Merchant Terms, Either party may terminate this Agreement by giving not less than thirty (30) days’ written notice to the other party. Termination will take effect upon expiry of the applicable notice period.

For the avoidance of doubt, termination of this Agreement shall not affect any obligations relating to Products sold prior to the effective termination date. The Merchant shall remain responsible for all warranty obligations, returns handling and consumer protection liabilities relating to Products sold during the term of this Agreement for the remainder of the applicable warranty period.

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

Any prior commercial arrangements, informal agreements or historical trading practices between the parties are superseded by these Merchant Terms from the effective date of notification.

Any variation, exception, or additional terms proposed by the Merchant shall only be valid if agreed in writing and signed by both Parties.

Nothing in these Terms shall be interpreted as creating a partnership, joint venture or agency relationship between the parties. Each party operates as an independent contractor

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 any 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 (provided that, if such spot checks are to occur at Merchant’s facility, Reboxed shall provide Merchant with no less than 5 business days advanced notice and not more than one time per quarter), test purchases, to validate compliance with the Reboxed Grading and Fulfilment Guide (Appendix B).

5. Product Quality & Returns Compliance

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

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 (excluding change-of-mind returns) below four percent (4%), calculated on a rolling ninety (90) day basis.

Return performance may also be monitored using a thirty (30) day return metric to provide operational visibility into early returns and grading-related issues.

Where the return rate exceeds the benchmark, the Dispute and Escalation Process set out in Appendix A shall apply.

If return rates remain materially above the threshold following a reasonable remediation period, Reboxed may, upon providing advance written notice to the Merchant, temporarily adjust the Merchant’s visibility on the platform or suspend the affected listings until the issues are resolved.

Reboxed may request additional diagnostic reports, test sample devices, or conduct spot checks (provided that, if such spot checks are to occur at Merchant’s facility, Reboxed shall provide Merchant with no less than 5 business days advanced notice and not more than one time per quarter) and mystery shopping based on complaints or material 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).Reboxed may, following the Dispute and Escalation Process at Appendix A being carried out, at its reasonable 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. After a reasonable remediation period, Reboxed may, after advance written notice is provided to the Merchant, temporarily adjust the Merchant’s visibility on the platform or suspend the affected SKUs, only until such SLA issues are resolved by the Merchant.
  

Once the SLA issues are resolved, Reboxed shall promptly, and in any event within 24 hours, reinstate the Merchant’s former visibility and/or end the suspension of the affected SKUs. 

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

Any investigations undertaken by Reboxed as mentioned in this clause 5 shall be carried out under the Dispute and Escalation Process set out in Appendix A. No liability shall be attributed to the Merchant unless and until the joint review concludes that the Merchant is at fault based on reasonable and objective evidence. Pending the outcome of the joint review, the Merchant shall not be required to pay any fees or costs associated with such claims.

6. Diagnostic Verification & Records

Reboxed may, from time to time, request supporting diagnostic test results for any device listed or sold on the Platform in order to validate functionality, or quality checks.

Diagnostic results may include reports from recognised third-party diagnostic providers including Phonecheck, Blackbelt, Asset Science or equivalent services approved by Reboxed. Such requests shall be reasonable and proportionate.

Where requested, the Merchant must provide the relevant diagnostic test results within 2 Business Days of written notification from Reboxed.

Diagnostic information may be requested to:

– Support quality assurance checks
– Resolve customer queries or disputes
– Support general Platform compliance and reporting

The Merchant must retain diagnostic test records for a minimum period of 12 months from the date of testing and make such records available to Reboxed upon request.

The Merchant confirms that any diagnostic results provided will be accurate, complete, and relate to the specific device supplied.

7. Outbound Delivery Responsibilities

The Merchant retains outbound delivery risk until confirmed receipt by the Consumer. Proof of delivery must include electronic signature or equivalent secure courier confirmation from a recognised carrier. Courier investigations cannot be used to indefinitely defer liability; the Merchant remains responsible for loss, theft, or misdelivery.

The Merchant must maintain appropriate courier insurance covering loss or damage for Products shipped on behalf of Reboxed. Reboxed recommends declared value coverage equal to the retail value of the Product.

Lost / Not Received Claims the Merchant Obligations, if notified by Reboxed that a Consumer has reported non-receipt of the Product/s, the Merchant has 3 Business Days from notification to respond and either:

• Provide valid proof of delivery / Delivery Confirmation; or
• Initiate a courier claim and supply tracking/claim ID; or Provide other reasonable forms of evidence.

Failure to respond within 7 Business Days entitles Reboxed to refund the Consumer and seek recovery from the Merchant under the clawback provisions.

Where the Merchant is awaiting information or confirmation from the relevant courier, the Merchant may request a reasonable extension to the response period, provided that (i) Reboxed is notified promptly of the reason for the delay and (ii) such extension shall not exceed seven (7) Business Days from the date of the original notification of the claim.

Where the Merchant arranges or controls the courier dispatch of a device, the Merchant shall  remain responsible for the device from the point of dispatch until confirmed delivery to the customer. The parties shall cooperate in good faith in investigating any loss, theft, or misdelivery; however, the Merchant’s liability to Reboxed shall not be conditional upon establishing fault following such investigation. 

In the event of confirmed loss, theft, or misdelivery occurring while the device is under the Merchant’s control or in transit via a courier arranged by the Merchant, the Merchant shall reimburse Reboxed for the full declared value of the device. The Merchant shall maintain adequate transit and courier insurance sufficient to cover such value, and any recovery from the courier or insurer shall be for the Merchant’s account and shall not limit or delay the Merchant’s obligation to reimburse Reboxed.

8. Commercial & Financial Terms

The Merchant shall pay the Platform Fees set out in Appendix A. 

The platform service fee for the sale price per Order (excluding VAT and shipping). This fee contributes to Reboxed’s platform costs, customer access, care management, finance and transaction fees, and data and reporting services.

The fixed platform fee and service fee are typically billed monthly and aligned with the thirty (30) day consumer change-of-mind window. Reboxed may, where operationally required, adjust the billing method or settlement timing (including deduction from sales proceeds or self-billing arrangements) with reasonable notice and agreement from the Merchant.

Reboxed operates as the primary, customer-facing platform for all transactions, including pre-sale enquiries, order management, delivery queries, returns, refunds, warranty queries, and post-sale support. To reflect the operational cost of managing customer engagement and Merchant coordination at scale, Reboxed shall charge a ReService™ Fee of £1.49, on all successful transactions, applied in connection with customer care and transaction handling.

The ReService™ Fee applies irrespective of whether a Buyer initiates direct contact with customer support and is non-refundable, including where a transaction is returned or refunded. No quality claim or related deduction shall apply where a return is due to customer change of mind or where a reported defect is not confirmed following inspection and the device is found to be fully functional and as described.

The ReService™ Fee shall not apply where a transaction does not complete due to reasons outside of the Merchant’s control, including but not limited to payment failure, order cancellation, courier-related issues, platform errors, or any other matter not attributable to the Merchant. 

ReService™ Fees relating to change-of-mind returns will only apply where return volumes exceed the operational benchmark thresholds set out in Appendix A.

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 monthly.

Any concerns may be raised and discussed in good faith between the parties at the next scheduled performance review.

On 30 days’ prior written notice to the Merchant, Reboxed reserves the right to apply reasonable and proportional operational deductions, as detailed in Appendix A, for fulfilment errors including late delivery, incorrect packaging, wrong item shipped, or devices delivered in unacceptable condition (including but not limited to devices that are locked, blacklisted, non-functional, or materially not as described).

9. Packing & Fulfilment

The Merchant must process and dispatch all orders on business days (Monday–Friday, excluding UK bank holidays and religious holidays observed by MERCHANT (Passover, Shavuot, Rosh Hashanah, Yom Kippur, Sukkot, Shemini Atzeret, and Simchat Torah)). Orders received before the agreed daily cut-off time (no earlier than 13:00) must be dispatched the same day.

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.

Accessories provided with a device must be compatible with the device generation supplied. For example, devices originally supplied with Lightning connectors must include a compatible Lightning cable, while devices designed for USB-C charging must include a compatible USB-C cable or equivalent charging accessory, unless otherwise specified in the applicable grading standards.

Reboxed may from time to time request the inclusion of additional materials (e.g. SIM cards, promotional inserts) or alternative or bespoke packaging formats (including co-branded or partner-specific packaging). Any such request shall be communicated in writing. The Merchant shall comply with such request, unless compliance would, acting reasonably and demonstrably, violate applicable law or infringe the intellectual property rights of a third party.

Where the Merchant reasonably considers that compliance would give rise to such a breach or infringement, it shall promptly notify Reboxed in writing, providing reasonable supporting detail, and the Parties shall work together in good faith to agree an alternative solution.

Any bespoke packaging changes shall be agreed in writing between the Parties prior to implementation.

The Merchant is responsible for all shipping costs  as outlined in Appendix A. 

10. Quality Benchmarks and Operational Errors

Reboxed applies a benchmark error tolerance of 4% of total sales per Merchant, calculated on a rolling 30-day basis (the Quality Benchmark). Errors include, without limitation, mis-graded devices, cosmetic discrepancies, functional defects identified within 30 days of sale, and packaging errors (Quality Errors).

Quality Errors exclude returns where the Consumer has changed its mind and cases where defects are not confirmed following inspection by Reboxed and the Product is found to be fully functional and as described. Reboxed shall provide the Merchant with a monthly Quality Errors report.

The Merchant shall have ten (10) days’ from receipt of the monthly Quality Errors report to challenge any alleged Quality Error, during which all disputed amounts shall be paused. Unresolved disputes will be escalated to a joint review by the Parties. 

Quality Errors within the Quality Benchmark (4% in a 30-day period) will not be subject to charges. Where the volume of Quality Errors in any 30-day period exceeds the Quality Benchmark, Reboxed may levy charges in respect of the number of Quality Errors above the Quality Benchmark, subject to a monthly review. The applicable charges are set out in Appendix A (Fees).

Reboxed will carry out a quarterly reconciliation of Quality Errors against the Quality Benchmark to account for timing differences in returns. Any adjustments will be applied to the next monthly statement.

All warranty claims arising after 30 days and within 12 months of sale remain the responsibility of the Merchant. A benchmark tolerance of 4% also applies to warranty claims on a rolling annual basis, with excess claims subject to charges in accordance with Appendix A (Fees).

The Quality Benchmark does not apply to errors arising from Merchant operational failures, including double-selling, stock-outs, or failure to dispatch orders, which are chargeable in full under the service levels and appendix A (Fees).

Where agreed in writing between the Parties, the Merchant may provide a replacement device in lieu of the financial charges outlined in Appendix A in respect of the Quality Benchmark. 

11. Operational Errors and Stock-outs

Merchants must ensure stock feeds and availability information are accurate and up to date at all times. Orders confirmed by Reboxed must be fulfilled in full and on time.

If a Merchant is unable to fulfil an order due to a stock-out or double-selling, the Merchant must:

• Replace the order within 2 business days of notification; and
• Notify the Reboxed customer service team within 4 hours if replacement is not possible.

Where replacement is not possible, the Merchant may offer the customer a like-for-like alternative or an upgrade of equal or greater value, subject to the customer’s agreement.

If the order cannot be fulfilled or replaced in accordance with the above, Reboxed may apply a charge as set out in Appendix A (Fees) where such operational errors are persistent or cause the Merchant’s overall error rate to exceed the 4% Quality Benchmark.

12. After Sales Service

Where support from the Merchant is required, all communication will be via email to the relevant merchant customer service contacts 

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

13. Return Logistics

Return labels for Consumers must be issued and tracked centrally through Reboxed systems or in a format accessible to Reboxed via API or portal integration. If a return label is generated manually outside Reboxed’s system, the Merchant must upload tracking information within the day of fulfilment

Where a return label has been provided to the Consumer, the Merchant must notify Reboxed within 7 business days if the Product has not been received.  (Return Notification Deadline) Failure to notify within the Return Notification Deadline is deemed acceptance of the return.

Once notified of an unreceived return, the Merchant must: 

1. Initiate an investigation with the carrier within 2 Business Days, and
2. Provide updates to Reboxed within 7 business days.

If the Merchant fails to meet these timelines, Reboxed may process the Consumer refund and claw back corresponding costs.

14. Returns issues and Frauds

The Merchant must retain and promptly provide any evidence reasonably requested by Reboxed or the relevant third-party logistics provider in support of any delivery or return investigation, including (without limitation):

• Delivery Confirmation;
• full tracking history;
• return receipt or scan records; and
• any courier or carrier claim references or correspondence.

Where a return is not received within 7 business days of a return label being issued and the Merchant has notified Reboxed within this period, the Merchant may raise a fraud or dispute claim with the relevant carrier and must confirm this to Reboxed.

Where Reboxed reasonably determines, upon an objective investigation and based on the available evidence, that the loss, delay, or non-receipt was caused by the Merchant’s actions or failure to follow agreed fulfilment or returns processes, the Merchant shall be deemed at fault. In such cases, Reboxed may resolve the Consumer claim directly and recover all reasonable and proportional associated costs from the Merchant in accordance with these Terms.

Where objective evidence (including verified courier CCTV, carrier audit records, or transaction logs) demonstrates that a Consumer’s delivery or return claim is fraudulent, Reboxed may refuse or recover any refund issued.

The Merchant must cooperate fully with any fraud investigation and provide all reasonably requested documentation within 2 Business Days.

Returns Risk Allocation

Reboxed strongly recommends that all returns are completed via tracked collection or signed-for delivery. Returns made via third-party drop-off locations or unsecured reverse logistics services are accepted at the Merchant’s risk unless receipt can be proven with objective evidence.

Where a return is not received and cannot be substantiated by such evidence, Reboxed shall undertake an objective investigation, and where the Merchant is found to be at fault, Reboxed may resolve the Consumer claim directly and recover the full cost from the Merchant in accordance with these Terms.

Reboxed reserves the right to:

• Refund Consumers directly; and
• Seek recovery of all reasonable and proportionate associated costs from the Merchant where the Merchant has not complied with delivery, returns or fraud obligations and upon objective investigation by Reboxed, the Merchant is found to be at fault.
  

Reboxed, as the merchant of record, will manage and respond to chargeback disputes raised by payment processors. The Merchant must cooperate fully and provide all reasonably requested evidence and documentation within 2 Business Days of request.

Where, upon an objective investigation by Reboxed, it is found that a chargeback arises has arisen from the Merchant’s failure to comply with these Terms, including delivery, fulfilment, or returns obligations, Reboxed may recover all reasonable and proportional associated chargeback amounts, fees, and costs from the Merchant in accordance with these Terms.

Any investigations undertaken by Reboxed as mentioned in this clause 14 shall be carried out under the Dispute and Escalation Process set out in Appendix A. No liability shall be attributed to the Merchant unless and until the joint review concludes that the Merchant is at fault based on reasonable and objective evidence. Pending the outcome of the joint review, the Merchant shall not be required to pay any fees or costs associated with such claims. 

15. 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.

Reboxed shall provide a monthly warranty and claims report to the Merchant detailing all claims opened, closed and outstanding, and all issued identified with such claims.

The warranty covers device defects, including those resulting from refurbishment by Merchant prior to sale and delivery. It does not cover accidental damage, cracked screens or casings, liquid damage, software defects, locked devices (e.g. PIN or Find My iPhone),failure by the customer to comply with instructions provided (including quick start guides, instruction manuals and returns instructions) 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 within the warranty period,, Reboxed may require the Merchant to provide a replacement or issue a refund.

16. 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 operational reporting and performance insights relating to Products sold through the Reboxed platform. Such reporting may be delivered through periodic reports, digital dashboards, or other reporting tools made available by Reboxed from time to time.

Reporting may include, where applicable:

• Sales performance and trends
• Financial summaries and reconciliation statements
• Stock and pricing insights, including competitive benchmarks
• Customer feedback and return rate analysis
• Warranty claims and quality error reporting
• Forecasting insights or projections where reasonably available

Warranty and claims reporting will be provided by Reboxed on a monthly basis.

Reboxed may update the format, frequency, or delivery method of reporting (including the introduction of digital dashboards or self-service reporting tools) where reasonably required for operational or platform development purposes.

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.

Merchant agrees to align pricing with market conditions and review pricing on a daily or weekly basis to remain competitive. Merchants shall not intentionally engage in conduct solely for the purpose of harming Reboxed; provided that differences in pricing or terms arising from ordinary commercial, operational, or marketplace specific factors shall not be considered harmful or disadvantageous. 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.

17.Technical Integration

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

The Merchant must:

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

Reboxed will use reasonable commercial efforts to maintain the reliability and availability of its API and integration feeds used for order transmission, pricing updates and inventory synchronisation. The Merchant acknowledges that such integrations rely on third-party infrastructure, networks and systems and therefore uninterrupted or error-free availability cannot be guaranteed.

The Merchant remains responsible for maintaining accurate inventory levels and ensuring that Products listed through the Reboxed platform are available for fulfilment at the time an order is received.

Where a Product becomes unavailable due to a simultaneous sale across multiple channels, the Merchant must promptly notify Reboxed. Reboxed and the Merchant will work together to identify an appropriate resolution, which may include offering a like-for-like replacement device of equal or higher specification, subject to Merchant and customer approval.

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

18. Marketing Support

Subject to the Merchant’s written consent, the Merchant grants Reboxed a revocable, non-exclusive 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. Provided that such use is accurate, and consistent with the Merchant’s branding.

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.

Reboxed may not use the Merchant’s name, logo, and product information for marketing, promotional, and sales purposes related to this Agreement, in line with any agreed brand guidelines without the expressed written consent of Merchant.

19.Payment, invoicing and Audit verification

Reboxed will provide weekly order and refund statements to the Merchant, including relevant device identifiers (such as IMEI or serial numbers) to support reconciliation.

Unless otherwise agreed in writing between the parties, the Merchant will issue weekly invoices to Reboxed based on the reconciled sales report. Payments will be made in arrears within seven (7) days of receipt of a valid invoice, net of any applicable deductions under these Terms.

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

The Merchant shall have seven (7) calendar days from receipt of the monthly reconciliation statement to review and dispute any charges or adjustments prior to settlement.

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.

So the merchant is aware payments relating to transactions on the Reboxed platform may be processed and held through third-party payment service providers used by Reboxed, including but not limited to Stripe Connect, PayPal, Klarna or Clearpay. Settlement and reconciliation of transactions will be reflected within the weekly merchant statement provided to the Merchant. Regardless of the payment provider used, all Merchant payouts will continue to be made by Reboxed in accordance with the agreed commercial terms.

Reboxed may update or introduce alternative payment service providers from time to time where reasonably required for operational or regulatory purposes.

Reboxed may, upon providing at least seven (7) Business Days’ written notice to the Merchant, audit the Merchant’s invoicing, reconciliation and credit note records solely for the purpose of verifying the accuracy of such records and compliance with these Terms.

Any audit shall be conducted during normal business hours and in a manner that does not unreasonably interfere with the Merchant’s business operations.

Access shall be limited to information reasonably required to verify invoicing and reconciliation records and shall exclude any proprietary systems, trade secrets or third-party confidential information not directly relevant to the audit.

All information disclosed or accessed in connection with any audit shall be treated as Confidential Information in accordance with these Terms.

If discrepancies are identified, the parties shall work together in good faith to resolve them and any agreed adjustments will be reflected in the next payment cycle or by separate debit or credit note.

Reboxed will not conduct more than one audit in any twelve (12) month rolling period unless material discrepancies are identified.

20.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 2 Business Days 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.

21. Intellectual property

Each Party shall retain ownership of any intellectual property it created or owned prior to this agreement. Furthermore, any intellectual property developed or obtained by a party during the term of this agreement, but which arises outside of this agreement, shall also be retained by the party who created or obtained it. 

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.

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

22.Confidentiality

Each Party undertakes not to use, other than for fulfilling their respective obligations under this Agreement, or 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 Merchant Terms (provided they are bound by confidentiality obligations); or
• Where required by law, regulation, or a competent authority; provided that the receiving party first notifies the disclosing party, to the extent legally permitted, so as to give disclosing party an opportunity to challenge or narrow the disclosure requirement, at disclosing party’s sole cost and expense.  If disclosing party is unsuccessful in such challenge or otherwise waives compliance, receiving party shall only disclose that portion of disclosing party’s Confidential Information necessary to comply with such 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.

Any concerns raised will be discussed in good faith at the next scheduled performance review.

Reboxed may amend operational processes, service levels and Platform Fees (including the Platform Service Fee) by updating these Merchant Terms and Conditions with at least thirty (30) days’ written notice to the Merchant.

Where such amendments materially affect the Merchant’s commercial or operational obligations, the Merchant will have the opportunity to review the changes and may elect to accept the updated Terms or terminate their participation on the Reboxed platform prior to the changes taking effect.

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

23.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 thirty  (30) days’ written notice.

Either party may terminate this agreement by giving not less than thirty (30) days’ written notice to the other Party if:

1. for the other Party commits a material breach of these Merchant Terms. Where the breach is remediable, the breaching Party shall have fourteen (14) days’ (or such other period as the parties may agree) from notice to remedy the breach before termination takes effect.
2. the other Party takes or has taken against it (other than in relation to a solvent restructuring) any step or action towards its entering bankruptcy, administration, provisional liquidation or any composition or arrangement with its creditors, applying to court for or obtaining a moratorium under Part A1 of the Insolvency Act 1986, being wound up (whether voluntarily or by order of the court), being struck off the register of companies, having a receiver appointed to any of its assets, or its entering a procedure in any jurisdiction with a similar effect to a procedure listed in this clause 23(b);
3. the other Party fails to pay any amount due under these Merchant Terms on the due date for payment and remains in default not less than 60 days after being notified in writing to make such payment; and 
4. there is a change of control of the other Party. 

24.Governing law

If a dispute arises under this agreement, the 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 following the Dispute and Escalation Process set out in Appendix A.

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 Merchant Terms and any other agreement between the Parties

Where there is inconsistency between any previous agreements,  these Merchant Terms, shall prevail

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

Appendix A - Fees

The operational charges set out in this schedule represent reasonable estimates of the administrative, logistics and customer support costs incurred by Reboxed when resolving fulfilment errors, quality issues or operational discrepancies, including the impact on customer experience, brand reputation and order remediation.

These charges are intended to recover operational costs rather than act as penalties and will be applied reasonably and proportionately in accordance with these Terms. Operational charges will typically only be applied where return rates or operational errors materially exceed the quality benchmarks set out in this Agreement.

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	£25
Pristine	Great	£50
Pristine	Good or below	£75
Excellent	Great	£25
Excellent	Good or below	£50
Great	Good or below	£25
Good	Below Good	£25

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	1 Business Day
Reboxed will process the return automatically if unresolved (minimum 1 hour notice given)	2 Business Days

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 2 Business Days

Dispute and Escalation Process:

This escalation process shall apply to all investigations undertaken by the Parties, including those relating to service levels, delivery issues, quality claims, returns and any other matters where Reboxed seeks to attribute responsibility to the Merchant. 

1. Operational Review – The issue is logged and all supporting evidence is shared with the Merchant (CX ticket, courier data, diagnostics). 
2. Merchant Response Window for Escalations – Merchant has up to 3 business days  to respond or provide counter-evidence.
3. Joint Assessment – Where required, Reboxed and Merchant undertake a joint assessment to determine responsibility based on the available evidence. 
4. Outcome Applied – Only following completion of this process may any recovery, replacement, service credit or case closure be applied. All outcomes must be proportionate, evidence based and notified in advance. 

This process does not apply where Reboxed holds clear objective evidence of fraud in which case Reboxed may act immediately.

Appendix B – Grading Document 

Reboxed Grading and Fulfillment Guide is found here: