This policy explains your rights as a buyer and your obligations as a seller when it comes to returns and refunds on the Hoggl platform. It should be read alongside our Terms and Conditions and Acceptable Use Policy.
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.
All transactions on Hoggl are covered by our buyer protection policy, which is described in full below.
As a buyer, you are entitled to a full refund in the following circumstances:
In each of these cases, 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.
Refunds will not be issued in the following circumstances:
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.
To request a refund, follow these steps:
We aim to respond to all refund requests within 3 working days.
Where a refund is approved by Hoggl following a dispute, the refund will be returned to the original payment method used at checkout. Refunds are processed via Stripe and typically appear within 5 to 10 working days depending on your bank.
The buyer protection fee charged at the time of purchase is non-refundable except in cases where the item did not arrive at all.
In cases 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 to the seller before the refund is released. Where this is required, Hoggl will provide a prepaid return label.
Items must be returned in the condition in which they were received. Buyers must not use, damage, or alter items they intend to return.
As a seller on Hoggl, you are responsible for:
Where a refund is issued to a buyer 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.
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.
Full details of our dispute process are set out in our Terms and Conditions.
Nothing in this policy affects your statutory rights under UK consumer law. Where goods are sold by a business seller, the Consumer Rights Act 2015 may apply. Where goods are sold by a private individual, the Sale of Goods Act principles of accurate description still apply.
If you are unsure of your rights, you can seek guidance from Citizens Advice at citizensadvice.org.uk.
If you have any questions about this policy, please contact:
The 4th Principle Ltd
Email: info@the4thprinciple.com