Retailer "House" Rules
Fruugo’s “House” Rules describe how we ensure that retailers, their 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 a customer 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).
Where a Legal issue is identified by the Fruugo Legal Team, including but not limited to an Intellectual Property issue, product safety issue, or non-compliant product identified via our proactive monitoring or a report via Notice and Takedown Procedure, the Fruugo Legal Team will follow the rules outlined in this document to ensure the matter is promptly resolved.
Fruugo reserves the right to amend this policy at any time. As a retailer it is your responsibility to monitor this policy for any changes, additions or removals, and ensure you follow the rules outlined in this document.
This policy should be read in conjunction with our Retailer and Terms and Conditions.
If you have any queries or questions regarding the “House” rules or any processes outlined within this document, please contact your designated Account Manager.
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
Product Compliance and Product Recalls
Holiday Mode
Age-restricted Products
Intellectual Property
Extended Producer Responsibility
Court Orders and Temporary Restraining Orders