Legal Notices

This page informs you about your rights when using our platform and explains how our platform works. Our Privacy Policy, Cookie Policy and Terms and Conditions apply in addition. Purchase agreements for products are concluded exclusively between you and the relevant seller; refurbed is not a party to those purchase agreements (see Terms and Conditions, Section 1.4).

As an online marketplace, we are subject to Regulation (EU) 2022/2065 on Digital Services (DSA).

1.1 Reporting illegal content

If you believe that content on our platform is unlawful or violates our Terms and Conditions, you may notify us using the following reporting channel:

Reporting channel: dsacompliance@refurbed.com

To allow us to process your report, please provide:

• the precise location of the content in question (URL or equivalent);
• the reasons why you consider the content unlawful or in breach of our Terms and Conditions;
• your name and contact details.

Upon receipt of your report, we will review the content without undue delay and inform you of our decision. Use of this reporting channel is free of charge.

For questions about your order, delivery, payment or other customer service matters, please contact our customer service team directly. These enquiries cannot be handled through the DSA compliance address above.

1.2 Combating misuse

If you act unlawfully, materially breach our Terms and Conditions or other agreements, or misuse the reporting channel under Section 1.1, we may suspend or terminate your account, subject to prior warning where reasonable. In cases of suspected fraud, we may act without prior warning. You may challenge any such measure by filing a complaint under Section 1.4.

1.3 Recommender system and ranking

refurbed aims to offer a broad selection of high-quality products at competitive prices. The presentation and ranking of products reflects what we consider most relevant to users when making a purchase decision. We do not use personalised user data for ranking or product badges.

Ranking and search results

When you search or browse products, results are displayed by the relevant product type (e.g. iPhone 13, red) or category (e.g. iPhone, laptop, tablet). Products are shown in a default sort order, which you may adjust. The following sort options are available:

• Popularity (default) — displays the most relevant products first. The main factors are sales history, price and availability.
• Price: high to low — products sorted in descending order by price.
• Price: low to high — products sorted in ascending order by price.

You may also apply filters (e.g. brand, price, size) based on available product attributes to narrow results further. For more information, see Terms and Conditions, Section 10.1–10.3.

Offers for a specific product

Where multiple seller offers exist for a specific product or product variant, offers are ranked to provide users with the best value and a smooth experience. The main factor is price, followed by the seller's product quality, customer service performance and shipping reliability. For more information, see Terms and Conditions, Section 10.5–10.6.

Product badges

Badges highlight products or offers to help you identify items of interest. The following badges are used:

• Bestseller — highlights the best-selling products in a given category. The primary factor is current and historical sales volume across all available variants (e.g. colour, storage capacity).
• Almost sold out — indicates products with very limited availability (fewer than 3 units of a specific product type and configuration).
• Best deal — highlights products at their lowest price over the preceding 14 days. The primary factors are price and availability.

For more information, see Terms and Conditions, Section 10.7.

Reference price

Where a crossed-out reference price is displayed, it is either the current average price of the product based on offers listed on an independent price comparison portal (recalculated daily) or the manufacturer's recommended retail price, where provided. The applicable basis is indicated alongside the price. For more information, see Terms and Conditions, Section 10.8.

"Recommended for you"

Products shown as "Recommended for you" are based on either recently viewed products or aggregated sales data. No individual user profile is used for this purpose. For more information, see Terms and Conditions, Section 10.9.

1.4 Internal complaints procedure

If we take action affecting content or your account — such as removal, demotion, suspension or termination — you have the right to challenge that decision free of charge through our internal complaints procedure.

Complaints channel: dsacompliance@refurbed.com

Please include the relevant decision and the reasons for your complaint. We will review your complaint without undue delay and notify you of the outcome in writing.

1.5 Sellers on our marketplace

If you operate as a seller on our platform, our Seller Guide and any other agreements concluded with you apply in addition. Information on ranking criteria, the measures we may take and your rights as a seller — including your rights under Regulation (EU) 2019/1150 (Platform-to-Business Regulation) — can be found there.

1.5.1 Measures for non-compliance

Where unlawful content is provided or agreements are materially breached, we may remove or demote content, restrict payments, or suspend or terminate your account. In determining the appropriate measure, we take into account the severity, frequency and repeat nature of the conduct.

We will notify you of any such measure in writing, stating the reasons and the contractual or legal basis. Certain decisions are published in anonymised form in the European Commission's DSA Transparency Database (transparency.dsa.ec.europa.eu). You may challenge any measure under Section 1.4.

1.6 Points of contact (Art. 11 and 12 DSA)

For recipients of the service (Art. 12 DSA): You may contact us directly, by electronic means, in connection with the application of the DSA at dsacompliance@refurbed.com. We do not rely solely on automated tools for this communication, and human contact is available.

For authorities (Art. 11 DSA): Member State authorities, the European Commission and the European Board for Digital Services may contact us at dsacompliance@refurbed.com, in German or English.

1.7 Active recipient numbers (Art. 24(2) DSA)

The average monthly number of active recipients of our marketplace in the European Union over the past six months is below 45,000,000.

As an e-commerce service provider, we are subject to Directive (EU) 2019/882 on the accessibility of products and services (European Accessibility Act). Our accessibility statement can be found in the footer of our website.

Certain features on our platform — including chat assistants and support tools — are powered by artificial intelligence. Where technically feasible, data is anonymised or pseudonymised before processing by AI systems. Where you interact with an automated system rather than a human agent, this is indicated, and human assistance is available on request. We do not make solely automated decisions.