Returns & Refunds

This policy explains your rights as a buyer and your obligations as a seller when it comes to returns and refunds on Hoggl. It should be read alongside our Terms and Conditions and Acceptable Use Policy.

1. Our Approach

Hoggl is a peer-to-peer marketplace. Sales are made directly between individual buyers and sellers — Hoggl is not the seller and does not hold stock. However, we take buyer protection seriously and will mediate all disputes fairly and impartially.

2. When You Are Entitled to a Refund

As a buyer, you are entitled to a full refund in the following circumstances:

• Your item does not arrive within a reasonable timeframe and cannot be located via tracking
• Your item arrives significantly different from how it was described in the listing
• Your item arrives damaged in a way that was not disclosed in the listing
• You receive the wrong item entirely

You must raise a dispute within 5 days of the expected delivery date or within 5 days of receiving the item. Disputes raised after this window may not be eligible for a refund.

3. When You Are Not Entitled to a Refund

• You have changed your mind after purchase
• The item does not fit or suit your needs, where this was not misrepresented in the listing
• Minor wear or imperfections that were visible in the listing photographs or described in the listing
• You arranged collection in person outside of the Hoggl platform
• The transaction was conducted outside of the Hoggl app

Because Hoggl sells pre-loved items listed by individual sellers, buyers are expected to review listing photographs and descriptions carefully before purchasing. If you are uncertain about an item's condition, please message the seller before buying.

4. How to Request a Refund

1. Contact the seller directly through Hoggl's messaging system and explain the issue
2. If the seller does not respond within 48 hours, or you cannot reach a resolution, contact Hoggl at support@hoggl.co.uk
3. Include your order reference number and a clear description of the issue
4. Where relevant, include photographs showing the condition of the item as received

We aim to respond to all refund requests within 3 working days.

5. How Refunds Are Processed

Approved refunds are returned to the original payment method. Refunds are processed via Stripe and typically appear within 5 to 10 working days depending on your bank. The buyer protection fee is non-refundable except where the item did not arrive at all.

6. Returns

Where a refund is approved on the grounds that an item was significantly not as described or arrived damaged, the buyer may be asked to return the item before the refund is released. Where required, Hoggl will provide a prepaid return label. Items must be returned in the condition in which they were received.

7. Seller Responsibilities

As a seller on Hoggl, you are responsible for:

• Describing your items accurately and including clear photographs that honestly represent the item's condition
• Disclosing any defects, damage, or significant wear before a buyer makes a purchase
• Dispatching items promptly and in secure packaging
• Responding to buyer messages and dispute requests in a timely manner

Where a refund is issued as a result of a seller's failure to meet these responsibilities, Hoggl reserves the right to recover the refunded amount from the seller's pending balance or future transactions.

8. Disputes

Where a buyer and seller cannot reach agreement, Hoggl will mediate. We will review all available evidence including listing photographs, item descriptions, tracking information, and messages between both parties. Our decision is final.

9. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. If you are unsure of your rights, you can seek guidance from Citizens Advice at citizensadvice.org.uk.

10. Contact Us

The 4th Principle Ltd
Email: support@hoggl.co.uk