Returns, Warranty & Guarantee

Every unit carries a warranty from you

Every unit you list carries at least 12 months of warranty from you, covering functional failure under normal household use — not cosmetic wear, customer damage or incorrect installation. The listing cannot be submitted with less. For a new unit, the manufacturer's warranty is honoured and you back it for at least the same 12 months.

Warranty reserve

A one-year promise is only worth something if the seller is still around in month eleven. So 2% of the net of each sale is held back for 12 months. It is released automatically when the period ends, provided no warranty claim on that order is open. A paid warranty claim is taken from the reserve first, then from your balance.

How a warranty claim works

• The customer contacts us. We check the claim, open it on your Claims page, attach any photos the customer sent, and tell you. You can add photos of the repair. You see the unit and what is wrong, never the customer's contact details.
• You must respond within 48 hours and resolve it within 7 days — repair, replace, or agree that we refund the customer.
• If you do not, we do it ourselves and charge you, and a missed claim deadline is a strike (one strike per claim, however many deadlines are missed).
• The cost of a claim we pay is recorded against you on your Payouts page, with its reason.

When the customer gets something wrong or broken

Our customer return policy applies to marketplace units too. In short: a unit that does not work on arrival (reported within 48 hours) or is materially different from its listing (reported within 7 days) is made right at no cost to the customer — an exchange, repair or full refund. For a change of mind, a 20% restocking fee applies.

We deal with the customer first so they are never left waiting on a dispute between us. We then recover the cost from you:

• A unit that is not as described, or arrives dead: full refund to the customer; you bear the cost and receive a strike.
• A seller-side cancellation: the customer is refunded in full and you receive a strike (the books record this as "Seller could not fulfil").
• A change-of-mind return is the customer's choice, not your fault, and is not a strike. The unit comes back to our warehouse and we agree with you whether it is relisted or sent back to you at your cost.

The Bargain Bay guarantee

In addition to your warranty, we stand behind marketplace purchases: if a unit is not as described, or does not work when it arrives, the customer can rely on us to put it right and we will sort it out with you afterwards. That guarantee costs you nothing as long as your listings are accurate; it costs you the refund and a strike when they are not.