Refunds, Returns and Cancellations: What Buyers Should Know

Most orders arrive exactly as expected, but occasionally plans change or something isn’t right. Here is how cancellations, refunds and returns work on Zurgle.

Cancelling an order

If you change your mind shortly after ordering, you may be able to cancel. The Cancel order option appears in My Orders and on the order details page only while the order is still eligible. Cancellation rules are set by the marketplace and typically allow cancelling:

• within a limited time after placing the order, and
• before the seller has started preparing or shipping it.

You will be asked for a short reason, which is shared with the seller. If the option isn’t shown, the order can no longer be cancelled from your account – contact the seller instead.

Orders for won auctions usually can’t be cancelled, because auctions have their own payment rules.

If you paid before cancelling

If your order had already been paid when it was cancelled, the refund is processed back to your original payment method. Timings depend on your payment provider.

The refund window

After an item is delivered, a refund window opens. The order details page shows whether the item is still eligible and the exact date the window closes. Each item has its own window, counted from the date its seller marked it as delivered.

Raising a request

If an item arrives damaged, faulty or not as described:

1. Open the item in My Orders.
2. Click Raise a Request in the Refund / Return section.
3. Explain the problem clearly and include photos where possible.

Your request opens a conversation with the seller about that specific order. Most sellers will work with you to find a fair solution, whether that’s a replacement, a return or a refund.

If you can’t agree

If you and the seller can’t resolve the issue, our support team can review the conversation and help. Keeping all communication on Zurgle makes this much quicker.

Our tips

• Check items as soon as they arrive.
• Keep original packaging until you are sure everything is right.
• Raise any issue before the refund window closes.
• Read each seller’s store policies before buying.

We want every purchase on Zurgle to be a good one, and when something does go wrong, a fair and simple way to put it right.