Buyer Protection Policy

1. Introduction

This Buyer Protection Policy (“Policy”) sets out the protections available to buyers who purchase goods through the Mulligans platform operated by Mulligans Golf Limited. It should be read alongside our Terms of Service and Privacy Policy.

2. What Is Buyer Protection?

Every purchase completed through the Mulligans checkout is automatically covered by Buyer Protection. This programme is funded by the Buyer Protection Fee (7.5% of the items total plus £0.99 per item) and the Shipping Protection Fee (1.25% of the items total) charged at checkout. The Shipping Protection Fee specifically contributes to coverage for items lost or damaged in transit. No additional sign-up or action is required — protection applies to every qualifying transaction from the moment payment is confirmed.

Buyer Protection is designed to give you confidence that, if something goes wrong with your order, you have a clear route to resolution and, where appropriate, a refund.

3. What Is Covered

Buyer Protection covers the following situations:

3.1 Item Not Received

The item you purchased has not been delivered by the estimated delivery date and the seller cannot provide proof of delivery.

3.2 Item Significantly Not as Described (SNAD)

The item you received is materially different from the listing description. This includes, but is not limited to:

• Wrong item sent entirely
• Significant undisclosed damage, defects, or wear
• Incorrect brand, model, or specification
• Key features or components missing that were described in the listing
• Condition materially worse than stated (e.g. listed as “excellent” but arrived with significant cosmetic damage)

3.3 Item Damaged in Transit

The item arrived in a damaged condition that was not present when the seller dispatched it, as evidenced by packaging damage or photographic evidence.

4. What Is NOT Covered

Buyer Protection does not cover the following:

4.1 Buyer’s Remorse or Change of Mind (Private Sellers)

If you simply change your mind about a purchase from a private (non-business) seller, this is not covered under Buyer Protection. Note that purchases from business sellers may carry separate cancellation rights — see Section 14 below.

4.2 Minor Discrepancies

Minor variations that do not materially affect the use, value, or enjoyment of the item are not covered. For example, slight colour variation due to photography or monitor differences, or minor cosmetic marks consistent with the listed condition grade.

4.3 Items Purchased Outside the Mulligans Platform

Only transactions completed through the Mulligans checkout are eligible. If you arrange payment outside the platform, Buyer Protection does not apply.

4.4 Damage Caused by the Buyer After Delivery

Any damage that occurs after the item has been delivered and received by the buyer is not covered. This includes damage resulting from use, modification, improper storage, or negligence.

5. The 3-Day Inspection Window

5.1 How It Works

Once delivery of your order has been confirmed, you have 3 calendar days to inspect the item and raise any issues. This is your inspection window.

5.2 What You Should Do

During the inspection window:

• Carefully inspect the item against the listing description
• Check for any damage, defects, or discrepancies
• Test functionality where applicable
• Take photographs if you identify any issues

5.3 If No Dispute Is Raised

If no dispute is raised within the 3-day inspection window, funds are automatically released to the seller. Once funds have been released, Buyer Protection for that transaction is closed.

5.4 Early Release

You may confirm receipt and satisfaction at any time during the inspection window. Doing so will release funds to the seller immediately. Early release is voluntary and cannot be reversed once confirmed.

6. How to Raise a Claim

6.1 In-App Dispute Flow

All claims must be raised through the in-app dispute flow within the applicable time limits set out in Section 8. To raise a claim:

1. Navigate to the relevant order in your account
2. Select “Raise a Dispute”
3. Choose the reason for your dispute from the available options
4. Provide a written description of the issue
5. Upload supporting evidence (photographs are strongly recommended)

6.2 Evidence

The more evidence you provide, the faster and more effectively your claim can be assessed. Photographic evidence is particularly important for claims relating to item condition or transit damage.

7. Escrow Mechanism

All funds from Mulligans transactions are held in escrow by our payment partner, Stripe. This means:

• Payment is collected from the buyer at checkout
• Funds are held securely by Stripe and are not released to the seller during the inspection window
• Funds are only released to the seller when: (a) the 3-day inspection window closes without a dispute being raised; (b) the buyer confirms receipt early; or (c) a dispute is resolved in the seller’s favour
• If a dispute is raised, the escrow hold remains in place until the dispute is fully resolved

This mechanism ensures that both buyers and sellers are protected throughout the transaction.

8. Claim Timelines

The following time limits apply to raising a Buyer Protection claim:

Claims raised outside these time limits may not be eligible for Buyer Protection. We encourage all buyers to inspect items promptly upon receipt.

9. Resolution Process

Once a dispute is raised, the following resolution process applies:

Step 1 — Buyer Raises Dispute

The buyer raises a dispute through the in-app dispute flow, selecting the relevant reason and providing supporting evidence including photographs where applicable.

Step 2 — Seller Response (72 Hours)

The seller is notified immediately and has 72 hours to respond. The seller may:

• Accept the claim (agreeing to a full refund)
• Make a counter-offer (e.g. proposing a partial refund or replacement)
• Reject the claim (disputing the buyer’s account and providing their own evidence)

Step 3 — Auto-Escalation on No Response

If the seller does not respond within 72 hours, the dispute is automatically escalated to Mulligans administration for review and decision.

Step 4 — Buyer Review of Counter-Offer

If the seller makes a counter-offer, the buyer may accept or reject it. If the buyer rejects the counter-offer, the dispute is escalated to Mulligans administration.

Step 5 — Admin Decision

A member of the Mulligans administration team will review all evidence submitted by both parties and make a final, binding decision. The admin may:

• Issue a full refund to the buyer
• Issue a partial refund to the buyer
• Find in the seller’s favour and release funds to the seller
• Request additional evidence from either party before making a decision

10. Refund Mechanics

10.1 Full Refund

Where a full refund is awarded, 100% of the item price is returned to the buyer’s original payment method. Platform fees (the buyer protection fee) and shipping costs are not refunded, as these funded the protection service and delivery respectively.

10.2 Partial Refund

Where a partial refund is awarded, a proportional amount of the item price is returned to the buyer based on the resolution agreed or determined by Mulligans administration.

10.3 Seller-Fault Disputes

Where a dispute is resolved against the seller, the platform commission is retained from the seller’s payout in accordance with the standard fee structure set out in our Terms of Service. The seller receives the remaining balance (if any) after the refund and commission have been deducted.

10.4 Refund Processing Time

Refunds are processed promptly following resolution. The time taken for the refund to appear in the buyer’s account depends on the buyer’s payment provider and is typically 5–10 working days.

11. Payment Hold During Disputes

When a dispute is raised, the escrowed funds held by Stripe are frozen indefinitely until the dispute is fully resolved. Neither the buyer nor the seller can access the disputed funds during this period. This ensures that funds remain available to honour whatever outcome the resolution process produces.

12. Early Release of Funds

Buyers may confirm receipt and satisfaction at any point during the 3-day inspection window by using the “Confirm Receipt” function within the app. This immediately releases the escrowed funds to the seller and closes the Buyer Protection window for that transaction. Once early release is confirmed, it cannot be reversed.

13. Appeals

13.1 Finality of Admin Decisions

Decisions made by Mulligans administration under this Policy are final and binding within the platform. Mulligans administration will review all available evidence carefully before reaching a decision.

13.2 External Remedies

If you are not satisfied with the outcome of a dispute and have exhausted the resolution process set out in this Policy, you may:

• Contact your local Trading Standards office for advice and assistance
• Use the Online Dispute Resolution (ODR) platform provided by the European Commission (where applicable) or equivalent UK dispute resolution services
• Seek independent legal advice regarding any rights you may have under applicable law

Nothing in this Policy affects your statutory rights as a consumer.

14. Business-to-Consumer (B2C) Sellers

Sellers who are acting in the course of a business (“B2C sellers”) are subject to additional legal obligations under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In particular:

• B2C sellers must provide buyers with a 14-day cancellation right (commonly known as a “cooling-off period”) from the date of delivery, during which the buyer may cancel the contract for any reason and receive a refund.
• This 14-day cancellation right is separate from and in addition to the Buyer Protection provided under this Policy.
• B2C sellers are responsible for ensuring they comply with all applicable consumer protection legislation, including providing required pre-contractual information.

If you are a buyer purchasing from a B2C seller and wish to exercise your statutory cancellation right, please contact the seller directly through the Mulligans messaging system.

15. Changes to This Policy

Mulligans Golf Limited reserves the right to update or amend this Policy from time to time. Material changes will be communicated to users via email or in-app notification. The effective date at the top of this document indicates when the current version came into force.

16. Contact

If you have any questions about this Buyer Protection Policy, please contact us at:

Email: info@mulligans.uk.com

Mulligans Golf Limited
Flat 1 Sunrise House, 79J Riddlesdown Road, Purley, England, CR8 1DH
Company registration number: 16647100

This Policy should be read in conjunction with our Terms of Service and Privacy Policy.