Friperiz Refund Policy

At Friperiz, we are committed to providing a safe and satisfactory buying and selling experience. Our refund policy is designed to protect both buyers and sellers, while encouraging fair transactions.

Important: this policy applies only to purchases paid for within the Friperiz app. Purchases paid for outside the app (payment on handover, cash, bank transfer or any other payment method not offered by Friperiz) are not covered by any protection: no refund or mediation is possible (see the section "Payment on handover and payments outside the app" below and article 7.5 of our Terms and Conditions).

1. General refund conditions

For buyers

• You may report a problem and request a refund as long as receipt of the item has not been confirmed, either by you or automatically.
• A refund may be requested in the following cases:
  • The item has not been received
  • The item received does not match the description (size, color, condition, etc.)
  • The item is damaged or defective upon receipt

For sellers

• Payment is held until the buyer confirms receipt and conformity of the item.
• If no problem is reported, receipt is confirmed automatically and the payment is released: 14 days after shipment when the buyer and the seller are located in the same territory, 25 days after shipment when they are located in two different territories, 10 days after handover for an in-person handover, and upon delivery for Friperiz Delivery.

2. Refund procedure

1. The buyer must report the problem through the Friperiz platform before receipt is confirmed.
2. Photographic evidence of the problem must be provided where applicable.
3. Friperiz customer service will review the refund request.
4. If the request is approved, the buyer must return the item to the seller (except in the case of non-receipt).
5. Once the item has been returned and received by the seller, the refund will be processed.

3. Return costs

• As a general rule, return costs are borne by the buyer.
• If the item received differs significantly from the description or was damaged due to the seller, Friperiz may, at its discretion, bear the return costs.

4. Refund amount

• The refund includes the price of the item and the initial delivery costs.
• Buyer protection fees are also refunded if the request is approved.

5. Refund timeframes

• Once the request has been approved and the item returned (if applicable), the refund is processed within 5 to 10 business days.
• The timeframe may vary depending on the payment method used.

6. Special cases

Items not received (standard carrier)

• If a parcel is marked as delivered but the buyer has not received it, an investigation is carried out with the delivery service.
• A refund is issued if the loss of the parcel is confirmed.

Cancellations before shipment

• If the seller has not shipped the item within 5 business days of the purchase (standard carrier), the buyer may request cancellation of the order from the app. The request is reviewed by the Friperiz team and, if accepted, the buyer is fully refunded.

In-person handovers (paid for within the app)

• For transactions involving an in-person handover, the buyer must check the item on the spot before confirming receipt.
• No refund is possible after receipt has been confirmed for in-person handovers.

Payment on handover and payments outside the app

• When an item is reserved with payment on handover, or paid for by any other means outside the app, the transaction takes place directly between the buyer and the seller.
• Friperiz does not collect any funds: no refund, no compensation and no mediation is possible, regardless of the problem encountered (non-conforming, damaged or counterfeit item, item not handed over, payment not received, etc.).
• Always check the item on the spot before paying. To be protected, pay within the app.

Friperiz Delivery — seller unavailable for pickup

• If Friperiz is unable to collect the parcel from the seller after 2 attempts, the delivery is cancelled.
• The buyer is fully refunded (item + delivery costs + buyer protection) within 5 to 10 business days.
• The seller is not paid for the sale.

Friperiz Delivery — buyer absent

• After 2 unsuccessful delivery attempts, the parcel is held by Friperiz for 7 days. The buyer is invited to collect it by appointment.
• After this period, the delivery is cancelled, the buyer is fully refunded, and the seller takes back the item (without payment).

Friperiz Delivery — loss or damage during transport

• The buyer is fully refunded.
• The seller is compensated up to the sale price, capped at €100 per parcel. For items of higher value, prior written agreement with Friperiz is required.

7. Disputes

• In the event of a disagreement between the buyer and the seller regarding a purchase paid for within the app, Friperiz customer service acts as a mediator.
• We reserve the right to make a final decision based on the evidence provided by both parties.
• This role does not replace the remedies available to the consumer buyer (see article 11 of our Terms and Conditions).

8. Abuse of the refund system

• Friperiz reserves the right to suspend or close the accounts of users who abuse the refund system.
• Fraudulent refund requests may result in permanent suspension of access to the platform.

9. Contact us

If you have any questions about our refund policy or need help with a refund request, please do not hesitate to contact our customer service at support@friperiz.fr.

We strive to handle all refund requests fairly and transparently, with the aim of maintaining an environment of trust for all our users.