Returns and refunds policy

For an online purchase from Tackl as the seller, or another business seller, you can normally cancel without a reason within 14 days after delivery. Tell the seller within that period, then return the goods within a further 14 days.

The business must refund within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. For cancellation of the whole purchase, standard outward delivery must also be refunded; an extra premium-delivery charge need not be.

You normally pay change-of-mind return postage if this was explained before purchase. Otherwise the business must bear that cost. For faulty or misdescribed goods, the business bears reasonable return costs.

You have a 30-day short-term right to reject faulty, misdescribed or unfit-for-purpose goods. Other statutory remedies can apply after 30 days. Tackl’s 48-hour review window does not remove these rights.

See GOV.UK returns and refunds guidance and the Consumer Rights Act.

[DECISION NEEDED] The order claim tool does not provide a separate 14-day business cancellation or 30-day faulty-goods workflow. Contact the business seller and Tackl support to exercise these rights; do not wait for the in-app review window.

Private sellers do not have to accept change-of-mind returns unless they have agreed to do so. Goods must still match their description.

Buyer Protection handles items not received, significantly not as described, damaged on arrival or the wrong item. Report suspected counterfeits as not as described and contact support. Counterfeit goods are not acceptable on Tackl.

The current fee is 4% of the item total plus £0.50 once per seller per checkout. It is not charged on postage. Public item prices include the fee; the final payment shows the breakdown.

The service covers secure card payment, holding the seller’s payout while an accepted claim is reviewed, evidence-based dispute handling and the applicable refund. A return label is attempted for an in-app claim at no additional label charge to the buyer; availability is not guaranteed.

• No general change-of-mind cover for private sales.
• No cover for disclosed wear or minor differences consistent with the listed condition.
• No cover for damage caused by the buyer after delivery or payments made outside Tackl.
• The normal in-app claim window is limited; statutory business-sale rights remain separate.

[DECISION NEEDED] Confirm the formal counterfeit procedure and how faulty-business return costs are recovered. The code currently buys claim return labels through Tackl rather than charging the buyer.

1. Message the seller first. Keep messages and photos. Do not let this delay reporting within the review window.
2. Open My Orders, choose the purchase and select “Report Issue”. Add the reason, description and evidence.
3. The usual review window is 48 hours after delivery is recorded. The payout is paused when the claim opens. Do not confirm “Everything’s OK” until you have checked the order.
4. Read the claim thread for requests for evidence and the decision. A return label is supplied if it can be generated; otherwise contact support before returning anything.
5. [DECISION NEEDED] The claim endpoint only accepts orders in “delivered_review”. A never-arrived order still marked “shipped” needs support; no separate not-received deadline is configured. It checks the order status, not a strict elapsed 48-hour deadline.
6. [DECISION NEEDED] No enforced seller-response or Tackl-decision deadline is configured. The old dispute page’s 48-hour seller response is not enforced by the claim code. No claim-return posting deadline is configured.
7. Approved refund messages advise 5–10 working days for the money to reach your account. This is a payment-processing estimate, not the statutory refund deadline or a claim-decision promise.

For a partial basket refund, Tackl refunds the item’s paid line total plus its stored percentage share of the Buyer Protection fee (currently 4%). The fixed fee and outward postage stay with the order.

When the entire order is refunded, all remaining money paid for that order is refunded, including the fixed fee and outward postage. Refunding the last remaining item also refunds those remaining amounts. Amounts already refunded are not paid twice.

These are Tackl’s current payment calculations, not a restriction on statutory consumer rights. Contact support if a business-sale refund needs statutory handling.

Statutory change-of-mind cancellation exceptions can apply to genuinely custom-made or clearly personalised goods, rapidly perishable bait, and goods unsealed after delivery that are genuinely unsuitable for return for health or hygiene reasons.

Opening a packet of bait does not automatically remove all return rights. These exceptions never remove rights for faulty or misdescribed goods.

[DECISION NEEDED] No item-level opened-bait or custom-made returns rule is configured. Confirm which bait products qualify and how exceptions will be disclosed before purchase. A blanket ban on opened-bait returns is not stated as law here.

Before dispatch, use the cancellation-request action on the order. The seller can approve or decline the request. It is not an immediate buyer cancellation.

The seller can also cancel an unposted order. A successful seller cancellation or approved buyer request triggers a full payment refund.

After dispatch, use the appropriate returns or problem-reporting process. A business seller cannot remove your statutory cancellation rights by declining an in-app request.

For missed dispatch deadlines and extensions, see the postage policy.