Buyer Policy

This Buyer Policy (the “Policy”) sets expectations for purchasing on Managem. It sits alongside the Terms & Conditions (the “Terms”), the Grading & Condition Policy, Seller Policy, Shipping guidance, Counterfeit & Authenticity Policy and Privacy Policy. If anything in this Policy differs from the Terms, the Terms prevail. Capitalised terms not defined here have the meanings in the Terms.

1. Who can buy on Managem

1.1 Age & location. You must be 18 or over and located in the United Kingdom to place orders on Managem.
1.2 Marketplace role. Managem is a marketplace. You purchase from independent Sellers; Managem acts as the Seller’s limited payments agent for checkout and payouts.

2. What you can buy

2.1 Permitted items. Individual trading cards (including graded) and sealed trading‑card products.
2.2 Not permitted. Digital codes, pre‑orders, “mystery packs”, and trading supplies (e.g., toploaders, sleeves). Listings must comply with our Grading & Condition Policy.

3. Prices, Buyer Protection Fee & checkout

3.1 Prices. Prices are set by Sellers; shipping and fees are shown at checkout before you pay.
3.2 Buyer Protection Fee. Managem charges a Buyer Protection Fee per completed sale (see the Fee Schedule referenced in the Terms). This fee helps fund buyer protections on Managem—secure payments processing, fraud monitoring, dispute handling and dedicated buyer support—and is shown clearly at checkout before you pay. It is not an insurance product and does not limit or replace your statutory rights. Any refunds of the Buyer Protection Fee follow the Terms/Fee Schedule.
3.3 On‑platform only. Do not offer or request off‑platform payment for listed items. All orders must be completed via Managem checkout.

4. Orders, payment & your contract

4.1 Contracting party. After payment, we send an order acknowledgement. Your contract of sale is with the Seller for each item purchased.
4.2 Address accuracy. Keep your delivery address accurate and complete.
4.3 Data sharing. We share with the Seller only what is necessary to fulfil delivery (name and address). Messaging must remain on‑platform—do not contact Sellers off‑platform or share your personal contact details.

5. Shipping, tracking & delivery

5.1 Tracked shipping. All orders use tracked services. Sellers must upload a valid tracking number when marking “Shipped”.
5.2 Dispatch times. Sellers must dispatch within 3 Business Days unless their listing states otherwise, and in any event within 30 days if no date is agreed.
5.3 Carriers & signature. Sellers use supported UK carriers. Orders £150+ require a signature on delivery.
5.4 No “safe‑place” deliveries. Do not request a generic “safe place”. If you will be absent, select a recognised pickup point/parcel shop.
5.5 Risk & possession. Risk passes only when you or your nominated person obtains physical possession of the item. A courier’s unilateral “Delivered to safe place” scan does not transfer risk.
5.6 Delivery confirmation & payout.

You will receive tracking updates via email/your account.

Only mark an order as “Delivered” if you have actually received it.

When you mark “Delivered”, the Seller’s payout is eligible after 3 days (cool‑off period) unless a case/dispute is opened.

If you have not received the parcel despite a carrier “Delivered” scan, do not mark as delivered—open a case immediately.

6. On‑platform communication

Use order messaging for all questions, delivery issues, returns and evidence. Be courteous; do not share personal contact details. Repeated off‑platform contact requests or abuse may lead to restrictions under §10.

7. Receiving & inspecting your order

Inspect items promptly on delivery. For condition issues or wrong items, consult the Grading & Condition Policy. Keep all packaging and take clear photos of the item, label, parcel and any damage; this evidence speeds resolution. Where a listing included clear photos of the exact item, those photos will carry significant weight in any decision.

8. Returns, cancellations & buyer remedies

Nothing in this section limits your statutory rights (including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015).

8.1 Change‑of‑mind (cooling‑off).
a) Period. You may cancel within 14 days from the day after delivery, without giving a reason.
b) How to cancel. Use the “Request Return/Cancel” flow in your order or contact Support. A Model Cancellation Form is provided in the Help Centre.
c) Return. Return the item within 14 days of cancellation.
d) Refund timing & amount. The Seller must refund within 14 days of receiving the goods back or proof of posting, whichever is earlier. Your refund includes the outbound standard delivery cost (if any). If you selected premium delivery, only the standard outbound cost is refundable.
e) Return costs. For change‑of‑mind returns, you pay return postage (unless the Seller agrees otherwise).
f) Diminished value. If you handle the item beyond inspection (e.g., opening and using a sealed product), the Seller may make a reasonable deduction for diminished value with evidence.

8.2 Faulty / not as described / counterfeit / incomplete.
a) Contact window. Contact the Seller within 30 days of delivery via the order. This internal window does not limit your CRA 2015 remedies after 30 days.
b) Return labels for faults. For SNAD/faulty items, the Seller provides the return label.
c) Counterfeits. Raise a SNAD case, return to the Seller for a full refund. If unresolved, you may send the item to Managem for a final assessment.
d) Outcomes. Remedies may include repair/replacement or refund, consistent with statutory rights.
e) Partial refunds. Where you wish to keep an item with a minor issue, you and the Seller may agree a case‑by‑case partial refund.

8.3 Escalation to Managem. If you and the Seller cannot resolve an issue—or the Seller does not respond within 5 Business Days—escalate the case via your order. If a refund due under §8.1(d) has not been processed within 14 days after the Seller received the return or proof of posting, escalate the case.

8.4 Pre‑dispatch cancellations. If you cancel before dispatch, you are entitled to a full refund.

9. Missing or not received (INR)

9.1 No delivery scan. If tracking shows no delivery, the Seller must resolve or refund.
9.2 “Delivered” but not received. If tracking shows Delivered but you have not received the parcel, open a case. We may ask for reasonable evidence (e.g., confirmation of address, delivery photo/signature where available, GPS/geo scan, checks with neighbours/collection points). Because payouts can be released 3 days after you mark “Delivered”, do not mark the order as delivered until you physically receive it.
9.3 Safe‑place. Generic “safe places” do not transfer risk. Use pickup points if you will be absent.

10. Prohibited buyer conduct

The following may lead to warnings, restrictions or account suspension:

Chargeback abuse, false “not received” or false “not as described” claims, or altered/withheld evidence.

Off‑platform transactions for listed items or attempts to circumvent fees.

Harassment, discrimination or abuse towards Sellers or Managem staff.

Attempts to defeat marketplace integrity, including creating accounts to evade restrictions.

11. Feedback & reviews

Leave fair and accurate feedback after a completed order. If a problem exists, use the case process rather than negative feedback alone—we can help only when issues are raised through order messaging.

12. Disputes & Managem’s role

If you and the Seller cannot resolve an issue or the Seller does not respond within 5 Business Days, Managem may review the case, request evidence from both sides, and—where appropriate—issue partial/full refunds or reverse payouts in accordance with the Terms. Our goal is a fair, quick resolution consistent with your statutory rights.

13. Ranking transparency (for your information)

Search/browse results on Managem are currently ranked solely by price (lowest first). We do not sell paid placement, and Managem does not list its own retail items on the marketplace.

14. Privacy

Managem and Sellers act as independent controllers for buyer data used to fulfil orders. Sellers must use buyer data only to fulfil the order or comply with law and must not send direct marketing without a valid lawful basis (see Privacy Policy).

15. Changes to this Policy

We may update this Policy. We will post updates with a new “Last updated” date and provide a prominent notice for material changes.

16. Definitions & contact

Business Day means Monday to Friday, excluding public/bank holidays in England & Wales.
Contact: support@managem.co.uk
Managem Marketplace Limited (company number [●]), [Registered address]. Updates may also be shared via our communication channels (including Discord).

1. Who can buy on Managem#

2. What you can buy#

3. Prices, Buyer Protection Fee & checkout#

4. Orders, payment & your contract#

5. Shipping, tracking & delivery#

6. On‑platform communication#

7. Receiving & inspecting your order#

8. Returns, cancellations & buyer remedies#

9. Missing or not received (INR)#

10. Prohibited buyer conduct#

11. Feedback & reviews#

12. Disputes & Managem’s role#

13. Ranking transparency (for your information)#

14. Privacy#

15. Changes to this Policy#

16. Definitions & contact#