Returns & Refunds Policy

Last Updated: 2025

This Returns & Refunds Policy (“Policy”) sets out the terms governing returns, refunds, cancellations, and dispute procedures applicable to all goods, rentals, and services transacted on the Crack On Mate online marketplace (“Platform”), operated by Crack On Mate UK Ltd (“Crack On Mate”, “we”, “us”, “our”).

By engaging in any purchase, rental, or service arrangement via the Platform, you expressly acknowledge and agree to be bound by this Policy, together with the Terms & Conditions, Seller Terms, and any additional conditions displayed within individual Listings.

Crack On Mate operates strictly as a marketplace facilitator. Unless expressly stated otherwise, Crack On Mate is not the supplier, owner, manufacturer, or contractual counterparty to any transaction. All obligations concerning the quality, condition, suitability, performance, and delivery of goods or services rest solely with the Seller.

1. GENERAL PRINCIPLES

1.1 This Policy is designed to provide a clear, fair, and legally compliant framework for handling returns and refunds.

1.2 Sellers are independently responsible for satisfying the statutory rights of Buyers under the Consumer Rights Act 2015 and related UK consumer legislation.

Statutory Rights

Nothing in this Policy shall limit, exclude, or otherwise affect the statutory rights of Buyers under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The facilitation of refunds by Crack On Mate does not create any contractual liability on the part of the Platform.

1.3 Crack On Mate may, at its discretion, facilitate communication or support dispute resolution but is not obligated to compel any Seller to accept a return or issue a refund unless required by law.

1.4 All refund requests are subject to verification, evidential assessment, and compliance checks by Crack On Mate.

2. RETURN & REFUND ELIGIBILITY

A Buyer may be eligible for a return or refund where:

• the item is faulty, defective, unsafe, or non-functional;
• the item is materially misdescribed or inconsistent with the Listing;
• an incorrect item was delivered;
• the item does not meet the minimum standards required under UK consumer law;
• the item fails to arrive or delivery is unduly delayed;
• a service has not been performed with reasonable skill and care;
• statutory cooling-off rights apply (limited to certain consumer transactions).

Eligibility is contingent upon compliance with the evidence and time limits set out herein.

3. NON-RETURNABLE ITEMS

The following categories are not generally eligible for return or refund unless required by UK law:

• consumables or materials that have been used, unsealed, contaminated, or altered;
• bespoke, customised, personalised, or made-to-order items;
• goods clearly listed as used, refurbished, or sold as seen, where defects were disclosed;
• perishable, degradable, or time-sensitive goods;
• services fully performed or commenced at the User’s request;
• rental fees accrued prior to the submission of a return request;
• items damaged due to misuse, negligence, or unauthorised modification.

Sellers may specify additional lawful exclusions within their Listings.

4. RENTALS: DAMAGE, LOSS, MISUSE & LATE RETURNS

4.1 Renters must return equipment in the same condition in which it was provided, save for reasonable wear.

4.2 Renters are liable for:

• accidental or negligent damage;
• internal mechanical or electrical damage;
• contamination, improper handling, or unsafe use;
• tampering, unauthorised repairs, or modifications;
• loss, theft, or failure to return;
• late-return penalties and replacement charges.

4.3 Where equipment is returned in a hazardous, tampered, or materially altered state, Sellers may recover the full repair or replacement cost and any associated fees.

4.4 Crack On Mate accepts no responsibility for determining damage valuations but may facilitate neutral assessment where appropriate.

5. EVIDENCE REQUIREMENTS FOR RETURNS

No return or refund request will be accepted without demonstrable evidence. Users must submit:

• clear photographs and/or video recordings showing the issue;
• images of packaging and delivery condition (where relevant);
• a detailed written explanation of the defect or discrepancy;
• any additional information reasonably requested by the Seller or Crack On Mate.

Insufficient, unclear, or contradictory evidence may result in rejection of the claim.

6. TIME LIMITS FOR REPORTING ISSUES

Users must notify the Seller of issues within the following strictly enforced timeframes:

• Faulty or defective goods: within 30 days of delivery;
• Misdescribed or incorrect items: within 48 hours of delivery;
• Non-delivery or missing items: within 7 days of the expected delivery date;
• Rental equipment issues: within 24 hours of rental commencement;
• Service complaints: within 48 hours of completion.

Crack On Mate may reject claims submitted outside these periods.

7. CONDITION & PACKAGING OF RETURNED ITEMS

Returned goods must be:

• in substantially the same condition as received;
• safely and securely packaged to avoid transit damage;
• accompanied by all parts, accessories, documentation, certificates, and attachments originally supplied.

Sellers may decline returns where items arrive in a materially degraded condition.

8. RETURN SHIPPING LIABILITY

Responsibility for return costs is determined as follows:

• Faulty, unsafe, or misdescribed items: Seller pays all return costs;
• Buyer remorse/Change of mind: Buyer bears return costs (where applicable under law);
• Incorrect item delivered: Seller bears all return costs;
• Rentals: Renter bears return/collection costs unless stated otherwise in the Listing.

Failure to comply with return instructions may reduce or void refund entitlement.

9. INSPECTION, VERIFICATION & ASSESSMENT

Upon receipt of a returned item, the Seller may conduct a thorough inspection.
Crack On Mate or an independent assessor may be involved where necessary.

Refunds will not be issued until inspection is complete.
If the inspection contradicts the Buyer’s claim, the Seller may lawfully refuse the return.

10. FRAUD, MISCONDUCT & SYSTEM ABUSE

Crack On Mate adopts a zero-tolerance approach to fraudulent or abusive behaviour.
We may investigate where:

• evidence appears inconsistent, manipulated, or contrived;
• repeated or excessive returns suggest misuse;
• non-delivery claims conflict with delivery or tracking data;
• rental damage appears deliberate or concealed.

Crack On Mate may take enforcement action, including:

• declining the return or refund request;
• withholding funds;
• restricting, suspending, or terminating accounts;
• referring matters to law enforcement or regulatory bodies.

11. REFUND PROCESSING

Where a refund is approved:

11.1 Refunds will be issued exclusively to the original payment method.

11.2 Refunds may cover the item price, delivery costs (where legally required), or rental deposits.

11.3 Refunds will not include:

• platform service charges;
• Seller commissions;
• promotional fees (boosts, upgrades, ads);
• payment processing fees;
• late fees, misuse fees, or damage charges.

Payment Handling

Crack On Mate reserves the right to temporarily withhold funds during disputes for purposes of compliance, risk management, and investigation.

11.4 Crack On Mate may delay processing a refund where:

• fraud or abuse is suspected;
• identity verification is required;
• legal, regulatory, or banking checks are pending.

12. DELIVERY FAILURES & REFUSALS

If a Buyer:

• refuses delivery without legitimate cause, or
• fails to collect an item after reasonable delivery attempts,

the Seller may deduct delivery, return, storage, and administrative fees from any refund due.

13. SELLER REMEDIES PRIOR TO REFUND

Where legally permissible, Sellers may offer remedies including:

• repair of the goods;
• replacement with an identical or equivalent item;
• a partial refund or price reduction;
• repetition or correction of services.

If the Buyer unreasonably rejects an appropriate remedy, Crack On Mate may decline to support a full refund.

14. CHARGEBACKS & PAYMENT REVERSALS

14.1 Chargebacks may result in the immediate suspension of Seller payouts pending investigation.

14.2 Crack On Mate may supply evidence to financial institutions to dispute fraudulent or improper chargebacks.

14.3 Users who misuse chargeback processes may face permanent account removal.

15. PLATFORM LIABILITY EXCLUSION

To the fullest extent permitted by law:

• Crack On Mate disclaims all responsibility for the condition, safety, legality, quality, functionality, or performance of goods or services sold or rented on the Platform;
• Crack On Mate does not warrant the accuracy or completeness of Listings;
• all contractual obligations lie solely between Buyer and Seller.

Crack On Mate’s involvement in dispute resolution does not create any warranty or assumption of liability.

16. CRACK ON MATE’S DISCRETIONARY REFUND AUTHORITY

Crack On Mate may, at its sole discretion (but is not obliged to):

• issue a refund where a Seller has become inactive, unresponsive, or suspended;
• intervene where fraud, misconduct, or unlawful behaviour is reasonably suspected;
• act upon recommendations from law enforcement or regulatory authorities.

Any refund issued by Crack On Mate may be recovered from the Seller.

17. AMENDMENTS TO THIS POLICY

We may amend this Policy from time to time to reflect operational, legal, or regulatory developments.
Continued use of the Platform following publication of any updates constitutes acceptance of the revised Policy.

18. CONTACT INFORMATION

For queries relating to returns, refunds, cancellations, or disputes, please contact:

Crack On Mate UK Ltd

www.CrackOnMate.com/contact-us