🐴 Tack Trove Refund Policy

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Overview

At Tack Trove, we want every transaction to feel safe and fair for both buyers and sellers. All payments are held securely in escrow via Trustap, our regulated payment partner, until the buyer confirms their item has arrived and matches the description.

We’re here to make buying and selling pre-loved horse, rider, and yard gear simple and trustworthy.

How Payments Work

  • When you purchase an item, your payment is processed and held in escrow by Trustap.
  • After you confirm the order has arrived and is as described, Trustap releases the payment to the seller.
  • If you don’t confirm and no issue is reported within 48 hours of delivery, the payment is released automatically.

Tack Trove never directly handles or stores customer funds. All transactions are securely facilitated by Trustap.

When You Can Request a Refund

You can request a refund if:

  • The item doesn’t match the description or photos (e.g., wrong size, undisclosed damage, missing parts).
  • The item was never delivered or was lost in transit.
  • The item is counterfeit or breaches our listing rules.

Refunds won’t be issued for:

  • Change of mind or incorrect sizing when the item matches the description.
  • Normal signs of second-hand use or wear.
  • Items that have been used, altered, or damaged after delivery.

How to Request a Refund

  1. Within 48 hours of confirmed delivery, go to My Orders → Report an Issue.
  2. Upload clear photos and explain the problem in detail.
  3. Our team reviews cases within 5 working days and may request more information.

If your claim is approved, we may issue a full or partial refund. In some cases, we’ll provide a return label so you can send the item back to the seller before the refund is processed.

Escrow Release

If no issue is raised within 48 hours of confirmed delivery, funds are automatically released from escrow by Trustap to the seller. After release, refunds are no longer available through the Tack Trove platform.

Returns Policy

Tack Trove does not offer change-of-mind returns. Individual sellers may choose to accept returns at their discretion—if so, this must be stated clearly in the listing.

Dispute Resolution

If a dispute can’t be resolved between buyer and seller, Tack Trove will make a final decision based on the evidence provided. Our decisions are guided by UK Consumer Rights Law and the Consumer Contracts Regulations 2013 (where applicable).

Need Help?

Questions about refunds or disputes? Email us at support@tacktrove.co. Please include your order number and any supporting photos.

Legal Notice

Tack Trove acts as an intermediary marketplace platform and does not directly handle or hold payments. All financial transactions are securely processed and held in escrow by Trustap, a regulated payment intermediary. By using Tack Trove, you agree to this policy as part of our Terms of Service and Buyer & Seller Protection Policy.