1. Payout hold
Reluxit does not operate an escrow account. The buyer's payment is processed by Stripe to the Reluxit platform account, and the payee's proceeds (the consignor for Reluxit-managed consignment items) are held there until the order completes.
This hold is what makes the inspection window and the dispute process meaningful: while the payout is held, a refund can still be issued to the original payment method.
2. The 48-hour inspection window
When delivery is recorded on an order, a 48-hour inspection window opens. During this window you may accept the item or open a dispute.
The 48-hour deadline is calculated and enforced by our servers using server time. It cannot be extended by changing your device clock.
If you take no action, the order completes automatically at the end of the window and the proceeds become releasable to the payee.
Accepting the item confirms receipt in acceptable condition, closes the window immediately and makes the payout releasable. Acceptance cannot be undone.
3. The security tag
A numbered Reluxit security tag is attached to the item before dispatch, and the tag number is recorded on the order.
Keep the tag attached while you inspect the item. If you open a dispute, a photograph showing the tag still attached to the item is the strongest evidence available to you, because it demonstrates the item has not been substituted or worn.
A dispute opened after the tag has been removed may be harder to decide in your favour.
4. What protection covers
An item that never arrives, where delivery cannot be evidenced.
An item materially different from the listing — wrong item, wrong model, undisclosed damage or undisclosed material defects.
An item that Reluxit determines, after review of the evidence, to be counterfeit.
The available remedies are a full refund, a partial refund, or a decision in the seller's favour. Remedies are paid through Stripe to the original payment method.
5. What protection does not cover
Buyer's remorse, a change of mind, a wrong size, or a price found cheaper elsewhere.
Wear, patina, or characteristics that were disclosed in the listing, in the photographs or in the condition grade.
Damage occurring after delivery, after the security tag is removed, or after you accepted the item.
Claims raised after the 48-hour inspection window has closed or after the order has completed.
Consignment items listed by Reluxit are received and authenticated by Reluxit before listing, as described in the Authenticity & Screening Disclosure. Reluxit does not authenticate legacy marketplace listings before sale and makes no guarantee of authenticity for them.
6. How to report a problem
Open a dispute from the order page inside the inspection window. Include a written description and photographs, including the security tag where it is still attached.
Opening a dispute immediately stops automatic completion and holds the payee's proceeds while an administrator reviews the case.
Timelines, evidence and outcomes are described in the Dispute Policy.
7. Chargebacks
Nothing in this policy limits rights you may have with your card issuer. If you raise a chargeback, we will cooperate with the issuer and may pause any parallel Reluxit dispute.