UNEW RETURN, REFUND & MARKETPLACE PROTECTION POLICY

Version: 1.0

Effective Date: 01/07/2026

Applicable To: All Buyers and Sellers using the Unew Platform

1. Purpose

This Return, Refund & Marketplace Protection Policy ("Policy") explains the circumstances in which a Product purchased through the Unew Platform may be eligible for return, refund, replacement, or other appropriate resolution.

Unew is an online marketplace that connects independent Buyers and Sellers. As most Products sold on the Platform are pre-owned or unique, this Policy aims to balance the interests of honest Buyers and honest Sellers through Unew's Marketplace Protection Programme.

Refunds are not automatic and are not available simply because a Buyer is dissatisfied with a purchase. All eligible claims are reviewed on the basis of the available evidence and the facts of each transaction.

2. Scope

This Policy applies to:

1. all Orders placed through the Unew Platform;
2. all Buyers and Sellers;
3. Marketplace Protection claims;
4. returns approved by Unew;
5. refunds processed through the Platform.

This Policy should be read together with:

1. Unew Terms & Conditions;
2. Seller Terms & Conditions;
3. Marketplace Standards Manual;
4. Shipping Policy; and
5. any other applicable Unew policies.

3. Marketplace Protection Programme

Unew's Marketplace Protection Programme is designed to promote trust and fairness by protecting honest Buyers and honest Sellers.

Marketplace Protection is based on the following principles:

1. evidence before assumptions;
2. impartial investigations;
3. transparency;
4. proportional remedies; and
5. fair treatment of all parties.

Participation in the Marketplace Protection Programme does not guarantee a refund, replacement, or compensation.

4. No Change-of-Mind Returns

Unless otherwise required by applicable law or expressly approved by Unew, Products are not eligible for return or refund solely because:

1. the Buyer changed their mind;
2. the Buyer no longer wants the Product;
3. the Buyer ordered the wrong Product;
4. the Buyer found the Product elsewhere at a lower price;
5. the Buyer expected ordinary wear that was accurately disclosed in the Listing;
6. the Buyer dislikes the Product despite it matching the Listing.

Buyers are responsible for reviewing Listings carefully before placing an Order.

5. Eligible Claims

A Buyer may be eligible to request Marketplace Protection where the Buyer reasonably believes that:

1. the Product received is materially different from the Listing;
2. the Seller shipped an incorrect Product;
3. the Product contains significant undisclosed defects;
4. accessories specifically included in the Listing are missing;
5. the Product was materially damaged before or during shipment;
6. the Product cannot reasonably be identified as the Product purchased.

Eligibility for a claim does not guarantee that the claim will be approved.

6. Mandatory Evidence Requirements

Marketplace Protection relies upon evidence provided by both parties.

Seller Evidence

Sellers are required to retain the mandatory packaging video and any supporting documentation required under the Marketplace Standards Manual.

Buyer Evidence

Where a Buyer wishes to report:

1. incorrect Products;
2. damaged Products;
3. missing accessories;
4. missing contents;
5. tampered packages; or
6. Products materially different from the Listing,

the Buyer is strongly expected to record a continuous, uninterrupted unboxing video beginning before the package is opened and continuing until the Product and all contents have been fully removed and inspected.

The video should clearly show:

1. the unopened shipping label;
2. the sealed package;
3. the opening of the package;
4. all contents;
5. the condition of the Product upon opening.

Failure to provide reasonably expected evidence may affect Unew's ability to assess the claim fairly.

7. Investigation Process

Upon receiving an eligible claim, Unew may:

1. request additional information from either party;
2. review photographs and videos;
3. review Platform communications;
4. verify shipment records;
5. examine serial numbers or IMEI numbers;
6. seek technical or expert assessment where appropriate;
7. consider any other relevant evidence.

Claims are assessed on the balance of probabilities after considering all available evidence.

8. Evidence Considered

When resolving a Marketplace Protection claim, Unew may consider, among other things:

1. the Seller's packaging video;
2. the Buyer's unboxing video;
3. the Listing and Product description;
4. Product photographs;
5. courier tracking information;
6. package weight records, where available;
7. serial numbers or unique identifiers;
8. communications exchanged through the Platform;
9. invoices, warranties, or authenticity documentation;
10. expert opinions; and
11. any other relevant information.

No single piece of evidence is guaranteed to determine the outcome of a claim.

9. Possible Outcomes

Following an investigation, Unew may determine that:

1. no further action is required;
2. the claim should be declined;
3. the Product should be returned;
4. the Seller should replace the Product, where appropriate;
5. a partial refund should be issued;
6. a full refund should be issued;
7. another fair remedy is appropriate based on the circumstances.

The remedy selected will depend upon the nature of the issue and the available evidence.

10. Return Procedure

Where Unew approves a return:

1. the Buyer shall follow the return instructions provided by Unew;
2. the Product should be returned in substantially the same condition in which it was received, subject to reasonable inspection;
3. all included accessories should also be returned unless otherwise instructed.

Failure to comply with reasonable return instructions may affect eligibility for a refund.

11. Refund Processing

Approved refunds will generally be processed using the original payment method or another method determined by Unew where appropriate.

Processing times may vary depending on the payment provider, banking system, or other operational requirements.

Any Platform fees, shipping charges, or deductions will be handled in accordance with the applicable Unew policies and the circumstances of the approved claim.

12. Fraud and Abuse

Marketplace Protection must not be misused.

Without limitation, Users must not:

1. submit false claims;
2. fabricate evidence;
3. alter photographs or videos;
4. intentionally damage Products;
5. conceal material information;
6. misuse the return process;
7. repeatedly submit fraudulent or abusive claims.

Where Unew reasonably believes that Marketplace Protection has been abused, Unew may take enforcement action under the applicable Terms & Conditions.

13. Limitation of the Policy

Marketplace Protection is intended to resolve genuine issues arising from eligible transactions.

It is not:

1. a product warranty;
2. an insurance policy;
3. a guarantee against ordinary wear and tear;
4. a guarantee that every dispute will result in a refund;
5. a substitute for statutory rights available under applicable law.

14. Amendments

Unew may update this Policy from time to time to reflect changes in law, marketplace operations, security practices, or user feedback.

The latest version will be published on the Platform and will take effect from the date specified.

15. Contact

Questions relating to this Policy or Marketplace Protection claims may be submitted through the Resolution Centre or other contact channels published by Unew.

End of Return, Refund & Marketplace Protection Policy