Refund Policy

Refund Policy Effective Date: 10th November 2025

1. General Principles

This Refund Policy applies to all transactions conducted through Countryside Classifieds Ltd (“the Platform”). Refunds will only be issued in accordance with this policy and in compliance with UK consumer protection law. Countryside Classifieds Ltd operates as a facilitator of transactions between independent buyers and sellers. It does not act as the seller of goods listed on the Platform unless expressly stated otherwise. Only transactions completed through the Platform’s secure payment system (Stripe) are eligible for buyer protection and covered under this policy. Refunds will be returned to the original payment method used for the purchase.

2. Eligibility for Refunds

Buyers may be eligible for a refund where: The item has not been dispatched within the specified timeframe.

The item, Animal, or Livestock is materially different from its description or advertised condition, and proof or evidence of such is available.

The item arrives damaged, defective, unfit for purpose, or unfit for travel.

Livestock or Animals are found, upon verified evidence, to have been unfit for transport, unwell, or misrepresented at the time of handover (see clause 5).

Refunds are not available in cases of: Buyer’s remorse, change of mind, or post-sale dissatisfaction unrelated to misdescription.

Deterioration, death, or damage occurring after handover unless clear evidence proves a pre-existing defect or breach by the Seller (see clause 5).

Transactions or payments completed outside the Platform’s payment system.

Partial refunds, except in exceptional circumstances at the sole discretion of Countryside Classifieds Ltd.

3. Timeframes and Disputes

Sellers have 14 days from the date of purchase to dispatch an order.

Once an item has been dispatched, buyers have 14 days from the dispatch date to raise a dispute if dissatisfied with their order.

Disputes must be raised via the buyer’s Order Page using the “Raise a Dispute” function.

Automatic completion: If no dispute is raised within 14 days of dispatch, the transaction will automatically be marked as complete, and the seller payout will be released.

Once a transaction is marked as received, refunds can no longer be processed through the Platform.

If an order is not dispatched within 14 days of purchase, the order will be automatically refunded in full.

4. Lost or Undelivered Parcels

Where a parcel is confirmed lost in transit, the Seller is responsible for seeking compensation directly from the courier. In such cases, the Buyer will receive a full refund through the Platform’s payment system.

5. Post-Delivery Deterioration or Loss

Where livestock, animals, or other items arrive in acceptable condition but subsequently fail, deteriorate, or die within the applicable period after delivery or collection (seven (7) days for livestock and animals; fourteen (14) days for all other Goods and Equipment), the following shall apply:

Livestock and Animals (7 days) If livestock or animals fail, deteriorate, or die within seven (7) days of delivery or collection, refunds, replacements, or other remedies will only be considered where there is clear, verifiable evidence that the illness, injury, or death resulted from a pre-existing condition, misrepresentation, or a breach of welfare or transport obligations by the Seller.

Natural causes, post-handover stress, injury, improper aftercare, environmental factors, or events arising after the Buyer assumes responsibility will not automatically qualify for a refund.

Acceptable evidence includes, but is not limited to: contemporaneous photographs/videos, veterinary reports, transport records, or other professional assessments that demonstrably link the condition to a pre-existing issue at handover.

Goods or Equipment (including second-hand items) (14 days) For all other Goods and Equipment, including second-hand items, refunds may be issued where it can be demonstrated that a material fault existed at the time of delivery or collection, in accordance with the Consumer Rights Act 2015.

For second-hand items, the assessment of satisfactory quality takes account of the item’s age, price, description, and disclosed or visible wear. No refund will be due where the fault was clearly described, visible at the time of sale, or consistent with reasonable use and age.

Acceptable evidence includes photographs/videos, inspection or repair reports, and any other objective documentation showing the fault existed at or before handover.

Notification and Evidence

Buyers must notify the Seller and Countryside Classifieds Ltd in writing within the applicable period (seven (7) days for livestock and animals; fourteen (14) days for other Goods and Equipment) from the date of delivery or collection, providing appropriate evidence (for example, photographs, veterinary reports, inspection reports, transport documentation, or other corroborating records).

Countryside Classifieds Ltd reserves the right to request further documentation, third-party or expert verification, or to require inspection of the item before making a determination.

Outcome and Risk Where clear evidence shows a pre-existing defect, misrepresentation, or breach by the Seller, Countryside Classifieds Ltd may authorize remedies in accordance with the Refund Policy (including refund, replacement, or other reasonable remedy).

Where no such evidence is provided, or where the issue is shown to have arisen after handover, no refund or remedy shall be due through the Platform, and responsibility/risk shall remain with the Buyer from the point of delivery or the agreed handover.

These Platform time limits and processes are for Countryside Classifieds Ltd’s internal dispute handling. They do not remove or limit any statutory rights a Buyer may have directly against a Seller under applicable UK law.

6. Burden of Proof

In accordance with the Consumer Rights Act 2015, responsibility for proving whether a defect or fault existed at the time of delivery or collection shall be determined as follows: The Buyer must demonstrate that the Goods, livestock, or animals were not as described, not of satisfactory quality, or not fit for purpose at the time of delivery or handover.

7. Marketplace Refund and Dispute Window

Buyers must raise any disputes or refund claims within fourteen (14) days of dispatch of the Goods.

For livestock and live animals, any issues relating to health, welfare, condition, or fitness must be reported within seven (7) days of delivery or collection.

If no dispute is raised within the applicable period, the transaction will automatically be marked as complete, and payout to the Seller will be triggered.

After this point, Countryside Classifieds Ltd shall have no further obligation to facilitate refunds or dispute resolution, and any subsequent claims shall be made directly between Buyer and Seller.

Evidence Assessment and Timing

In the event of a dispute relating to damage or defects, Countryside Classifieds Ltd will make a determination based on the evidence provided by both parties.

Buyers are encouraged to provide clear, time-stamped photos or videos showing the item immediately upon receipt and before use.

Sellers are encouraged to retain photos taken before dispatch showing the item’s condition.

Where a defect or damage is reported but there is reasonable doubt as to whether it existed at the time of dispatch, Countryside Classifieds Ltd may resolve the claim in favour of the Seller.

Conversely, where the Buyer provides credible, time-stamped photographic evidence clearly showing the item’s condition upon unboxing, the Platform may resolve the claim in favour of the Buyer.

This limitation applies solely to the Platform’s internal dispute and refund process and does not affect the Buyer’s statutory rights under the Consumer Rights Act 2015.

8. Goods Sold as Seen

All Goods, Animals, and Livestock listed through the Service are sold “as seen” and “as described” by the Seller.

Countryside Classifieds Ltd makes no warranties, express or implied, regarding condition, quality, or fitness for purpose.

Sellers are responsible for ensuring that listings accurately describe the Goods. Buyers are solely responsible for verifying the suitability, quality, and condition of Goods prior to purchase or collection.

This clause does not exclude or limit liability for misrepresentation, fraudulent description, or where exclusion would contravene applicable UK consumer law.

9. Payments Covered by This Policy

This Refund Policy applies only to payments processed through the Countryside Classifieds Ltd website using Stripe. Transactions conducted or paid for outside the Platform are not covered by Countryside Classifieds Ltd’s buyer protection, refund process, or dispute resolution procedures. Countryside Classifieds Ltd accepts no liability for such transactions.

10. Refund and Dispute Resolution Process

Refunds can only be initiated by Countryside Classifieds Ltd following a verified dispute.

All refund decisions are made based on the evidence provided by both buyer and seller.

Once approved, refunds will be processed through Stripe and issued to the original payment method.

If a dispute is resolved in favour of the Seller, funds will be released accordingly.

11. Resolution in Favour of Buyer

Where Countryside Classifieds Ltd determines, based on clear and verifiable evidence, that Goods, Animals, or Livestock were not accurately described, misrepresented, or unfit for purpose or travel at the time of sale or collection, the dispute will be resolved in favour of the Buyer. Acceptable forms of evidence include, but are not limited to: Photographs or videos showing clear misdescription or undisclosed defects.

Veterinary reports or professional assessments verifying pre-existing illness or unfitness.

Communications or listings proving inaccurate or misleading claims.

In such cases, Countryside Classifieds Ltd may, at its sole discretion: Issue a full or partial refund to the Buyer;

Require the Seller to arrange and fund the return, replacement, or other appropriate resolution; or

Take disciplinary action against the Seller, including account suspension or permanent removal.

When a dispute is not resolved after 60 days, the system automatically cancels the transaction and issues a full refund to the customer, including marketplace commission. Countryside Classifieds Ltd’s decision shall be final and binding, based solely on the evidence provided through the Platform. No external or extended appeals process will apply.

12. Fraud, Abuse, and Misuse

Countryside Classifieds Ltd reserves the right to withhold, delay, or refuse refunds where fraudulent, abusive, or suspicious activity is suspected, or where sufficient evidence is not provided by the Buyer.

13. Legal Compliance

This Refund Policy is designed to comply with all applicable UK laws and regulations, including: Consumer Rights Act 2015

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Payment Services Regulations 2017

Nothing in this policy limits or excludes any statutory rights available to consumers under UK law.

14. Contact

For questions or assistance regarding refunds or disputes, please contact: support@countrysideclassifieds.co.uk

Please also refer to the full Terms of Service for additional information and conditions.