Refund & Returns Policy

Overview

Because items on ReClass are collected in person at your institution rather than shipped, there's no "return by post" process — instead, if something goes wrong with an order, buyers and sellers can raise a refund request and have it reviewed by our team.

This policy explains how that works. It should be read alongside our Terms of Service.

How to Request a Refund

If an item wasn't as described, wasn't handed over, or something else went wrong with a paid order, either the buyer or the seller can submit a refund request from the order, with a reason for the request. There's no fixed deadline for raising a request, but we recommend doing so as soon as possible — ideally before you confirm collection of the item.

Important: confirming collection of an order signals that you received the item. If you're not going to collect an item you've paid for, or something is wrong with it, please raise a refund request or contact us rather than leaving the order unconfirmed — collection isn't automatically tracked or refunded on its own.

Review Process

Refund requests are not processed automatically or instantly. Our team reviews each request and either approves or rejects it. If approved, the refund is then processed against the original order.

Refund Outcomes

Depending on the situation, a refund may cover the full order, a single item within a larger order, or a partial amount. Where an item is fully refunded, it's also restocked so it can be listed again if appropriate.

What Happens to Your Payment

• • The buyer is refunded the approved amount back through the original payment method.
• • The seller's proceeds and the institution's share for the refunded amount are reversed accordingly.
• •ReClass's platform fee is not refunded — it covers the cost of running the marketplace regardless of the outcome of an individual order.

Collection & Completion Windows

Once you confirm you've collected an item, the order automatically finalises 72 hours later. We'll send a reminder before that window closes. If a dispute needs to be raised, it's best to do so before an order finalises — though a refund request can still be made afterwards if needed.

ReClass Extra subscriptions