Tackl policies
Buyer Protection
Buy with confidence. If something goes wrong, we’re here to help.
Who you’re buying from
How it works
- 1
Pay through Tackl checkout.
- 2
We hold the money while the order is in progress.
- 3
When it arrives, check your item.
- 4
All good? Tap ‘Everything’s OK’ to release the seller’s payout.
- 5
Problem? Add photos; after 2 days without a reply, ask Tackl to step in.
What’s covered
Not received · damaged in transit · not as described · fake · missing items.
What isn’t covered
Faults shown or described in the listing, damage after delivery, and paying outside Tackl. A change of mind on a private sale.
A few common questions
The full policy
Version 2.0 · Last updated 2026-10-26
Covers items that do not arrive, arrive damaged, are significantly not as described, are counterfeit or have missing parts.
Report within 3 days of being told the item was delivered, using I have a problem. If you tap Everything’s OK, or 3 days pass without a report, the order completes and the seller is paid.
Change of mind is not covered on private seller purchases.
What is covered
- Item not received.
- Damaged in transit.
- Significantly not as described — for example a different model, an undisclosed fault or a major difference from the photos.
- Counterfeit items.
- Missing items or parts that were listed.
What is not covered
- Change of mind, including the item not fitting your setup.
- Minor differences consistent with the listing and condition grade.
- Wear or faults the seller disclosed, or items listed as Untested where the problem relates to the stated reason.
- Damage after delivery.
- Payments made outside Tackl.
How to report a problem
- Within 3 days of the delivery notice, open the order and tap I have a problem.
- Choose the reason and add clear photos of the item, packaging and any labels.
- The order is paused and the seller’s payment is held.
What the seller can offer
The seller has 2 days to respond with one of:
- A partial refund — you keep the item.
- A full refund — you keep the item.
- A return — you send the item back for a full refund.
If you cannot agree, or the seller does not reply within 2 days, tap Ask Tackl to step in. Tackl reviews both sides and decides.
Returns
Send the return within 5 working days using a tracked service.
If Tackl upholds a claim for an item that was not as described, damaged or counterfeit, the seller pays return postage. Use the prepaid label if one is available on your order. If it is missing, contact support before sending the item. Otherwise you pay return postage.
The seller should confirm the return within 2 days after it arrives. The refund is released when the seller confirms, or when Tackl confirms the return. If the seller does not respond, contact support. There is no automatic refund just because 2 days have passed.
For suspected counterfeits, keep the item and packaging and wait for instructions before sending anything.
Refund amounts
- Full refund: the item price, the Buyer Protection fee and the original postage.
- Partial refund: the agreed amount plus the matching share of the Buyer Protection fee (4% of that amount).
- Multi-item orders: refunding some items recalculates the fee on what you keep. Refunding the last item refunds everything still held.
- Refunds normally take 5–10 working days to reach your account after release.
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