Purchase and Refund Policy

When you buy an item, you pay Cluttapp, not the seller. We only pay the seller after you have collected the item. Always use the account details given by Cluttapp and put your order reference (for example WA-ABC123) in the transfer description.

Once our team confirms your payment, we arrange the handover with you and the seller. You check the item in person there and take it home yourself; Cluttapp does not deliver. After payment is confirmed, you cannot cancel the purchase because you changed your mind. The refund rules below still apply.

If you are not satisfied with the item at the pick-up point, you are eligible for a 100% refund. To qualify for a hassle-free refund:

• Inspect the item in person before you accept it.
• Give proof of any defect or problem, such as photos or a short video.
• Contact us within 48 hours of pick-up if you have any concern.
• Do not take the item, yourself or through a friend, rider or logistics company, if you are not satisfied. We pay the seller when the item is picked up, so collecting it confirms that you accept it.

You also get a full refund if:

• the item is no longer available for pick-up, or
• the seller cannot be reached.

A refund requested because of distance or logistics (for example, the item turns out to be too far for you to collect) carries a 10% service charge. Please check the item's location before you pay.

If the buyer and seller agree to return an item between themselves, Cluttapp does not decide who pays for delivery or logistics. That is up to the two of you.

Approved refunds are sent to the bank account you paid from. Tell our team if you need it sent somewhere else.

Chat with our team on WhatsApp at 0907 164 4076, or see the Help Center. Please have your order reference ready.

Thank you for trusting Cluttapp.