Refund Policy

This policy explains when you can get a refund on Declutter AI. It works alongside our Terms of Service. Because most items are pre-owned and sold by independent sellers, please read it before you buy.

1. Inspect before you pay the seller

On listings where you pay the item price directly to the seller at collection, you inspect the item first. If it is not what was advertised, do not pay for it. This is your main protection, and it is the reason we encourage collection or a paid inspection.

2. The Declutter service fee

The service fee is what you pay Declutter online to place an order. It is non-refundable once the order is placed, except where we cancel the order ourselves or the law requires otherwise. We will refund it if a seller cannot fulfil an order you have already paid the fee for.

3. Items paid for online and held until inspection

On listings where you pay the full price online:

• If the item is materially different from its description, tell us within the inspection window shown at checkout and we will withhold release and work with you and the seller on a refund or exchange.
• If you confirm the item is fine, or the window passes without a report, funds are released to the seller.

4. Delivery charges

Delivery is carried out by third-party couriers. Once a courier has been dispatched, the delivery charge is generally non-refundable. If a courier fails to deliver through no fault of yours, contact us and we will help recover the charge from the courier where possible.

5. Items that arrive damaged or wrong

If an item arrives damaged or is the wrong item, report it within 48 hours of delivery, with photos. We will investigate with the seller and courier and, where the claim is upheld, arrange a refund or replacement.

6. What is not covered

• Change of mind after you have accepted an item.
• Faults you were told about, or could see, before paying.
• Normal wear consistent with a used item and its stated condition.

7. How to request a refund

Email hello@getdeclutter.com with your order reference and what went wrong. Approved refunds are made to your original payment method within the timeframe of our payment partner.