Before placing an order
- Read the full description and condition, not only the listing title.
- Review every photo and ask about anything important that is not visible.
- Confirm the location and whether pickup, delivery or paid inspection is available.
- Keep payment and order records connected to the Declutter checkout flow.
Protection when paying at collection
Some sellers use a commission-only flow: the Declutter service fee is paid online, while the item price is paid directly to the seller at collection. Inspect the item before paying the seller. If it is materially different from the listing, do not complete the item payment. The service fee is generally non-refundable after an order is placed unless Declutter cancels the order, the seller cannot fulfil it or the law requires otherwise.
Protection when the full payment is held
For eligible sellers, checkout collects the full amount and holds the item funds through the inspection window shown for the order. Check the item promptly. If it is materially different from its description, report the issue before confirming acceptance or allowing the window to expire. Declutter can withhold the seller release while the issue is reviewed.
Optional inspection and delivery
A paid inspection, where offered, is a good-faith examination of the item and does not replace a warranty. Delivery is fulfilled by third-party couriers. Review the courier option and price at checkout, and inspect the delivered item as soon as possible.
If an item is wrong or arrives damaged
Report a wrong or damaged item within 48 hours of delivery. Take clear photos of the item, packaging and damage, keep your order reference, and email hello@getdeclutter.com. Declutter will review the information with the seller and courier. An upheld claim may result in a refund or replacement as described in the Refund Policy.
What buyer protection does not cover
- A change of mind after accepting the item.
- Faults that were disclosed or visible before payment.
- Normal wear that matches a used item’s stated condition.
- Promises or payments made outside the recorded transaction flow.
Keep the evidence
Keep the listing URL, order reference, relevant messages and photos until the transaction is complete. For the full legal terms, see the Terms of Service.