Enquiry & Dispute Resolution

We advise that a customer should raise an enquiry about an order within a reasonable timescale.

The period of time that we consider to be reasonable for a customer to raise an enquiry to Fruugo in regards to an order is 90 days. For a dispute raised to a payment provider this is extended up to 180 days in line with the timescale that a customer can raise an issue with their payment provider.

Where the issue relates to damaged or faulty goods, the customer is entitled to raise an issue in an extended period, please see https://fruugo.atlassian.net/wiki/spaces/RR/pages/3160408084   for further information.

Where a customer raises an enquiry or there is an issue with any aspect of the order, we aim for all issues to be resolved within 72 hours.

After this time, the customer is entitled to escalate this issue to Fruugo and we may have to intervene and resolve the case on your behalf.

Where issues are escalated to us, and we require further information from yourself or the customer before taking action, we will request this information. Please aim to respond to these requests within 24 hours.  Please be aware that our approach will be to find in favour of the customer and to initiate a chargeback to you unless you can provide us with robust evidence to the contrary within this time period.

Once we have received all the information we require, our team will contact you with the information and proposed solutions to resolve the case. If no action is taken within 72 hours, or you fail to respond, our team may resolve the case by providing the customer with a refund at your expense.

If a case is escalated to us and there has already been a lot of correspondence and we feel that a resolution must be provided, we may forgo contacting you with suggested resolutions and resolve the case as we see fit, which may include refunding the customer at your expense.

Where the value of the order is below £50, Fruugo may automatically issue a refund to the customer at your expense where we feel that this is a suitable resolution. We will contact you to update you that this action has been taken to resolve the dispute.

Where considered necessary Fruugo reserves the right to refund a Customer to resolve a dispute raised at your expense at any time.