Merchant Terms & Conditions of Trade
Reboxed – Merchant Terms & Conditions of Trade
Version 1.3 April 2025
Definitions
-
Buyer – Reboxed Ltd trading as Reboxed
-
Consumer – End consumer purchasing products from Reboxed
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Merchant – The supplier of devices, presented by Reboxed to consumers
Partnership Summary
The parties agree to a commercial partnership to sell refurbished electronics to consumers (B2C) through Reboxed’s online platform and retail partner marketing channels
Territory
United Kingdom, with the option to add further territories as agreed between the Parties.
Products
Refurbished electronic devices, according to the Reboxed catalogue.
Associated accessories, subject to category and/or brand approval by Reboxed.
Products may be provided under Standard VAT or Marginal VAT schemes. The Merchant must inform Reboxed of the VAT scheme for each SKU.
The Reboxed Care team may issue consumer compensation, which will be charged back to the Merchant as outlined in Appendix A.
Product Quality & Returns Compliance
Grading Standards – All devices must meet the Reboxed TechCheck Grading Guide criteria (Appendix B).
Authenticity & Ownership – Devices must be original manufacturer products, 100% owned by the Merchant, and free from third-party liabilities, claims, or stolen status.
Brand Reputation & Compliance – The Merchant acknowledges Reboxed’s brand standards and must take all reasonable steps to ensure accuracy and consistency to protect customer experience and trust.
Return Rate Compliance – The Merchant must maintain a return rate below 5%, calculated on a rolling 90-day basis. If the return rate exceeds this threshold, Reboxed reserves the right to:
Request corrective action to improve grading accuracy or fulfilment processes.
Temporarily suspend listings for affected SKUs until quality issues are resolved.
Adjust seller ratings and visibility based on quality performance.
Corrective Measures & Quality Audits
If quality issues are identified, Reboxed may:
Request additional grading documentation and a full diagnostic report from the Merchant for specific devices.
Test sample devices to validate grading accuracy and ensure compliance with Reboxed TechCheck Grading Guide standards.
Conduct spot checks based on customer feedback, complaints, or return rates.
Charge quality-related agreed fee for misgraded or misrepresented stock, as per Appendix A.
Financial Terms
Fees as outlined in Appendix A.
- A monthly platform fee is charged one month in advance.
- Reboxed pays the Merchant weekly, one week in arrrears.
- Any fees, returns, or related costs will be deducted from the weekly payments.
The Merchant remains fully responsible for handling all returns and warranty claims related to their sales on the Reboxed platform, for the full duration of the advertised warranty period (e.g. 12 months), regardless of whether the commercial agreement is later terminated or expires.
If the Merchant ceases trading with Reboxed but customers remain within their warranty period, the Merchant is still expected to honour all warranty obligations. Should a claim arise and not be appropriately resolved, Reboxed reserves the right to refund the customer and recover any associated costs from the Merchant.
Packing and fulfilment
The Merchant must process orders daily (Mon-Fri, excluding bank holidays).
The Merchant must provide Reboxed with a daily cut-off time, no earlier than 13:00.
All orders must be shipped daily using a tracked next-day service via a reputable courier.
If a consumer selects Saturday delivery, Reboxed will cover the fulfilment bonus outlined in Appendix B.
The Merchant must follow the Reboxed Fulfilment Guide (Appendix B) and use Reboxed-branded packaging where required.
The Merchant must ensure the returns labels are sent to reboxed customer care in line with the terms set in (Appendix A).
The Merchant is responsible for shipping costs and liable for any loss or claims during transit.
Orders must include relevant charging cables, accessories, and SIM pins at the Merchant’s cost. Accessories must meet OEM quality and specifications.
The Merchant must keep Reboxed updated on packaging stock levels and notify supplies@reboxed.co if they are running low.
After sales service
Reboxed Care will handle consumer-facing support at no additional charge.
When support from the Merchant is needed, communication will be via email to the contact details in Appendix B.
If the Merchant fails to meet response times (Appendix A), Reboxed may refund the consumer and recoup costs from the Merchant.
If a Merchant cannot resolve a dispute within 30 days, Reboxed reserves the right to compensate the consumer and reclaim costs from the Merchant.
Warranties
The Merchant will provide a 12-month warranty, starting from the delivery date. During the first 30 days the consumer may choose to request a refund, rather than warranty claim.
The warranty covers all device defects, including those resulting from refurbishment.
The warranty does not cover:
- Accidental damage
- Cracked screens or casings
- Liquid damage
- Software defects
- Locked devices (e.g., PIN or Find My iPhone)
- Damage from neglect or third-party repairs
During the warranty period, starting from 31 days after delivery, the merchant will support all claims of defect. The merchant will have the option to repair, replace, or refund the device (refunding is discouraged). If the merchant opts to replace they must provide a device of equal or higher spec. The replacement must be the same or better grade as the device being replaced at time of replacement, not point of sale).
Reboxed will have the final decision on any disputed warranty claims.
Returns Process
Reboxed Care will manage consumer returns at no extra charge.
Once approved, returns go directly to the Merchant.
The Merchant must process returns within 24 hours and update Reboxed Care on the device status. (Appendix A)
If no update is provided within 48 hours, Reboxed will process the return automatically.
Consumers have a 30-day change-of-mind return window.
After 30 days, returns are for defective products only under warranty.
Faulty devices must be repaired or replaced and refunds are a last resort.
Performance Management & Reporting
The Merchant and Reboxed will maintain open communication on stock levels, fulfilment, and customer support.
Regular performance reviews will assess sales performance, stock availability, return rates, and customer feedback to ensure alignment on business objectives.
Quarterly Business Reviews (QBRs) will cover market trends, growth opportunities, and pricing strategies to optimize performance and long-term success.
Reboxed will provide the Merchant with regular reporting, including:
- Sales performance & trends
- Financial reporting & payment summaries
- Stock & pricing insights
- Forecasting and Projections where applicable
- Customer feedback & return rate analysis
- Additional reporting may be provided as required to support business growth and operational improvements.
The Merchant agrees to align pricing with market conditions and review pricing and update where applicable weekly to remain competitive.
Both parties will collaborate on pricing, costs, and promotional strategies to maximise sales and ensure a fair commercial partnership.
Technical Integration
Reboxed provides technical tools for the Merchant to report stock levels, update pricing, receive orders, and manage fulfilment efficiently.
Stock & Pricing Updates – The Merchant must maintain accurate stock levels and pricing, ensuring that pricing data is updated at least every 24 hours.
Order Processing via API – The Merchant must acknowledge and process API orders within 1 hour of receipt to ensure timely fulfilment.
Order Tracking – Tracking details must be uploaded on the day of shipment to ensure full visibility for consumers.
Device IMEI/Serial Updates – IMEI/Serial numbers must be updated within 24 hours of shipment to maintain accurate inventory and security records.
Technical Issue Reporting – Any technical issues affecting orders, inventory, or API functionality must be reported by the Merchant within 24 hours of detection.
Marketing Support
Subject to written permission of the Merchant, the Merchant grants Reboxed a revocable, worldwide license to use its name and logo for branding and promotions related to this agreement.
Payment and invoicing
Reboxed and the Merchant will enter a Self-Billing arrangement.
Reboxed will provide weekly order & refund statements.
Payments will be made each Friday for the previous week’s sales.
Returns and refunds will be deducted automatically.
Data Protection
All buyer’ data must be collected, processed, used and stored in accordance with applicable data protection legislation (including GDPR and Data Protection Act 2018) and other laws and regulations related to protection of personal data. Any data management processes will be agreed by both parties in good faith.
Intellectual property
Each Party shall retain any pre-existing intellectual property that it owned prior to entering into this agreement. Any intellectual property required to fulfil parties’ obligations under this agreement will be subject to a non-exclusive license for the sole purpose of fulfilling their obligations under this agreement.
Confidentiality
Each party undertakes that it shall not at any time during this agreement, and for a period of two years after termination or expiry of this agreement, disclose to any person any confidential information concerning the business, affairs, customers, clients or suppliers of the other party or of any member of the group of companies to which the other party belongs.
Each party may disclose the other party's confidential information:
- to its employees, officers, representatives, contractors, subcontractors or advisers who need to know such information for the purposes of exercising the party's rights or carrying out its obligations under or in connection with this agreement. Each party shall ensure that its employees, officers, representatives, contractors, subcontractors or advisers to whom it discloses the other party's confidential information comply with this; and
- as may be required by law, a court of competent jurisdiction or any governmental or regulatory authority.
No party shall use any other party's confidential information for any purpose other than to exercise its rights and perform its obligations under or in connection with this agreement.
Duration, termination and amendments
Initial term: 1 year, with auto-renewal unless terminated by either party on no less than 60 days' written notice.
Either party may terminate with 30 days’ notice for material breach.
The notified party has 14 days to rectify the breach before termination.
Material breaches include:
- Poor product quality negatively impacting Reboxed.
- Repeated failure to meet service levels.
- Late payment of fees.
- Consistently high return rates.
Any amendments, modifications, or additional terms to this agreement may be made outside of this contract, provided they are agreed upon in writing by both parties. Such amendments shall be considered binding and incorporated into the agreement as an addendum or supplemental agreement.
Governing law
If a dispute arises from this agreement, either party may issue a written notice detailing the dispute.
The parties will attempt to resolve the dispute in good faith within 30 days.
If no agreement is reached, the dispute will be settled in the courts of England and Wales.
This agreement and any non-contractual claims shall be governed by and construed in accordance with English law
Appendix A - Fees
| Fee | Amount |
|---|---|
|
Platform fee |
£50 monthly |
|
Finance charge for Pay in Time sales |
1% of all sales |
|
Charge backs |
Charged at cost |
|
Quality Claims |
As per grid below |
Quality Claims
Missing, incorrect, or faulty accessories
| Item | Amount |
|---|---|
|
Charging Cable |
£10 |
|
SIM Pin |
£5 |
|
Laptop/Macbook Charger |
£20 |
Logistics
| Item | Amount |
|---|---|
|
Late Delivery |
£10 or Shipping cost paid |
|
Incorrect packaging |
£25 |
|
Wrong item shipped |
£50 |
Timings for response
|
Response for all customer care , customer returns or complaints the customer service team must respond within |
4 hours |
|
Rend refund or notification of blocker - from time of return delivery |
24 hours |
|
Reboxed will process the return automatically if returns are not resolved by. (no less than 1 hour notice will be given) |
48 hours |
| Trading Day | 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 | |
| Delivery confirmation | Product status | Same working day |
| Returns | SIM or FMI Lock | Next working day |
| Disputes | Any type | 48 hours |
Appearance
| Merchant Selling Grade | ||||
|---|---|---|---|---|
| Customer Indicated Grade | Pristine | Excellent | Great | Good |
|
Excellent |
£50 | |||
|
Very Good |
£75 | £50 | ||
|
Good |
£100 | £75 | £25 | |
