You are protected every time you grab an item on FreeUp.

Return and full refund is covered if your item never ships or does not match the description in the post.

TO REQUEST FOR RETURN/REFUND

Go to your profile > Bought > Rate Order and raise an issue within 48 hours of delivery. You will instantly receive an email from FreeUp requesting for more information. (After 48 hours or as soon as you give a positive review, the order is deemed as satisfactorily completed - payment will be issued to the seller and return/refund will no longer be possible.)

Option 1 - You believe seller is at fault and have an opening video:

Reply to the email from FreeUp and attach the video and clear pictures of the defects. If the opening video clearly establishes that it is the seller's fault, return shipping will be covered by seller.

(The video should be taken in one go, and to start BEFORE opening the package, with shipping label clearly visible, and include checking all sides of the package and checking for any defects.)

Option 2 - You do not have an opening video:

You may return by paying the standard shipping fee (FreeUp support team will collect payment from you and arrange return pickup from your place).

Once the item is delivered back to the seller in the original condition, you will be refunded the item's full value as well as buyer protection fee if any.


WHAT IS COVERED

1. Buyer changes mind.

2. Seller failed to disclose defects or expiry information in the post description or images.

3. Damaged, missing or wrong item. As this is often due to seller negligence or poor packaging, the seller shall send the correct item or replacement without delay at his/her own cost. If the buyer does not wish to wait, a refund of the item's value can be issued and deducted from the seller. If the seller wants the item back, he/she will bear the return cost.


WHAT IS NOT COVERED

1. Items combined in a single post reserved for a particular buyer. It is often hard to assess the value of each item in these posts and manage disputes.

2. Live plants, fruits, vegetables and food. These items are usually not suitable for long distance transportation. You may talk to the seller separately to find a solution and FreeUp can arrange refund based on your agreement.

3. Mystery boxes or any posts in which items are not disclosed. It is the buyer's own risk to grab such items.

4. Swap/Exchange. Prices are often distorted in such cases which makes it difficult to assess fair value, therefore they are not allowed.

5. Transactions outside FreeUp app. You bear all the risks associated with transactions where payment for the full value of the items is not processed through FreeUp.