Retailer "House" Rules

Fruugo’s “House Rules” describe how we ensure that retailers, customers, and Fruugo itself are each treated fairly. These rules provide clear guidance on the service levels and policies that retailers are required to support and comply with and should be read alongside our Terms and Conditions, which describe obligations in accordance with best industry practice.

Where an issue is escalated to Fruugo and/or a payment provider (known as customer dispute chargeback), Fruugo customer support will follow the rules outlined in this document to aid a timely resolution for our mutual customer and in some circumstances a third party payment provider (Visa, MasterCard, PayPal, Klarna etc).

Table of Contents

Abuse & Discrimination

Counterfeit Goods

Enquiry & Dispute Resolution

Management of Orders

Cancellation Requests

Delivery of Goods

Returns

Damaged, Incorrect, Faulty or Not As Described Goods

Seller Protection

Prohibited Products

Dangerous products & RAPEX alerts

Holiday Mode

Age-restricted Products

Intellectual Property

Extended Producer Responsibility

Court Orders and Temporary Restraining Orders