This Returns and Disputes Policy explains how returns and transaction disputes are handled when buying or selling through Rigged.
Rigged is an online marketplace that facilitates transactions between Buyers and Sellers. Unless a listing expressly states otherwise, the contract for the goods is between the Buyer and the Seller named on the listing and order.
This policy should be read alongside our Terms and Conditions, Buyer Protection Policy and Refund Policy. Nothing in this policy limits statutory rights that cannot legally be excluded.
Once delivery is confirmed by carrier tracking or another Rigged-approved delivery event, a 72-hour (3-day) inspection window may begin.
During this period, the Buyer should inspect and, where appropriate, test the item. If the item is faulty, damaged or not as described, the Buyer must report the problem through the relevant Rigged order tools.
If the Buyer confirms that the item has been received and is in working order, or the inspection window ends without an eligible problem or other valid hold being raised, the order may become eligible for Seller payout.
A return may be available where an item arrives faulty, damaged or materially not as described.
The Buyer must report the problem through Rigged during the applicable inspection window and follow the return process provided for the order. For an eligible faulty, damaged or not-as-described return, the Seller is responsible for the return shipping label.
Rigged may request information reasonably necessary to understand the issue before a return or refund is processed.
For purchases from private Sellers, changing your mind does not automatically give you the right to return an item through Rigged.
A private Seller may refuse a change-of-mind return. If the Seller chooses to accept the return, the Buyer is responsible for the return shipping label under Rigged’s standard process.
Different legal rights may apply where the Seller is acting as a trader. Nothing in this policy removes statutory consumer rights that apply to those transactions.
Where a return is approved through Rigged, the Buyer should follow the return instructions provided through the order process.
Buyers should not independently return an item without following the Rigged process. This helps ensure that the return can be tracked and connected to the correct transaction.
Where the return is for an eligible faulty, damaged or not-as-described item, the Seller pays for the return label. Where a private Seller voluntarily accepts a change-of-mind return, the Buyer pays for the return label.
If a Buyer and Seller cannot resolve an eligible transaction problem, the issue should be raised and managed through the tools provided by Rigged.
The User raising the issue should provide accurate information about what has happened. Rigged may request relevant information from either party where reasonably necessary to understand the issue and determine how the marketplace process should proceed.
Users should continue to communicate and cooperate through Rigged while the issue is being reviewed.
Rigged may keep an order on hold while reviewing a reported problem, return, missing parcel or suspected fraud.
While a valid hold is active, Seller payout may also remain on hold until the issue has been reviewed or otherwise resolved.
A payout becoming eligible for release does not necessarily mean that the money will reach the Seller’s bank immediately, as Stripe, banks, verification and risk controls may add additional processing time.
Where a parcel appears to be missing or has been damaged during delivery, the issue should be reported through the relevant Rigged order process.
Shipping is carried out by independent carriers and tracking information is provided by the carrier or shipping provider. Rigged is not itself a courier and does not hold the goods while they are in transit.
Rigged may keep the order on hold while a missing-parcel report is reviewed.
Where a return or dispute results in an approved refund, the refund will be handled in accordance with Rigged’s Refund Policy.
Under Rigged’s standard process, original outbound shipping is not refunded once the outbound label has been used or the parcel has entered transit or been delivered. Stripe’s payment-processing cost may also be retained where the law allows. Where applicable law requires a different refund amount, the law prevails.
Buyers and Sellers must provide truthful information when raising or responding to a return or dispute.
Users must not knowingly make false claims, provide misleading information, manipulate evidence, abuse the returns process or attempt to obtain goods or money fraudulently.
Rigged’s Terms prohibit fraud, stolen or counterfeit goods, misdescription and other marketplace abuse. Where appropriate, Rigged may restrict accounts, stop payouts, retain relevant records and report suspected criminal activity to the appropriate authorities.
Nothing in this Returns and Disputes Policy removes or restricts rights that cannot legally be excluded.
Where a Seller is acting in the course of a business, they are a trader and applicable consumer protection law may give the Buyer additional rights. Rigged’s Seller Terms specifically recognise that duties under the Consumer Rights Act 2015 may apply to trader Sellers.
Where applicable law requires a different return, refund, remedy or process from Rigged’s standard marketplace policy, the law prevails.
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