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FAQ’s

  • What percentage does Tolva Pre loved Marketplace take?

    The selling fee of 5% is deducted from the pay-out.

  • Does Tolva Pre loved always take 5%?

    Tolva Pre loved will take 5% of the sale price of any item you successfully sell, including postage, and you'll pay extra if your buyer pays via PayPal, so be sure to factor this in.

  • I received an item that doesn't match the listing description, what should I do?

    If you received an item that's wrong, damaged or otherwise not as described, you should contact the seller and us so they and us can quickly help you with the issue. To do so go to your Purchase history in your Tolva account, click Contact Seller next to the item you ordered and select Item I received is not as described. When you contact your seller and us we can crate the relevant information to keep track of the situation for you both.

  • I received the correct item but have changed my mind - What do I do?

    While the Tolva Pre loved Guarantee does not cover returns for items that are as described, most sellers still offer some kind of returns policy and allow items to be returned for a refund or replacement if you change your mind soon after the purchase. Consumers who purchase items from business sellers over the internet generally have the right to return the item (Learn more about your rights.) To contact the seller for this reason, go to your Purchase history in your Tolva account, click Contact Seller next to the item you ordered and select Learn more about returns. If you believe the seller to be unreasonable then we will try and step in for you as a last resort.

  • What Timelines should I be aware of ?

    There are three main timelines that you should be aware of: If there's a problem, let the seller know as soon as you (should) have received your item. You're eligible for refunds under the Tolva Guarantee if you do so at any time up to 30 days from your actual or latest estimated delivery date. You can ask us to review the case if you are not happy with the seller's solution and at least 8 days have passed since you first contacted the seller about this. If you don't escalate the case to us, it will close automatically after 30 days (we'll send you reminders so you don't forget)

  • What determines and items "as not as described" ?

    An item is not as described if it is materially different from what the seller described in the listing for that item. This includes for example You received a different item or different version. The condition of the item is wrong. For example, the listing said "new" and the item has clearly been used. The item is missing parts or components (e.g. cables that should of been included and weren't). The item was defective during first use (e.g., did not turn on). The item is a counterfeit. The item is missing major parts or features, and this was not disclosed in the listing. The item was damaged during postage. If the item was accurately described but you no longer want it, this is not covered by the Tolva Guarantee. However, most Tolva pre loved sellers still offer returns policies and allow items to be returned for a refund or replacement if you change your mind soon after the purchase

  • Can this system be abused at all?

    Opening a claim when you've already received a refund, claiming you didn't receive an item which you did or opening a claim as retaliation against a seller, or making false claims is considered abuse of the Tolva pre loved site. We take fraud very seriously and investigate any cases that we believe to be opened with fraudulent intent. Buyers and sellers abusing this system are subject to action on their account such as instant termination or instant listing ban etc.

  • What is covered by the Tolva Pre loved Guarantee ?

    You're covered by the Tolva pre loved Guarantee for just about every purchase on tolvapreloved.com when you pay with PayPal. As with every programme like this, there are some rules: Tolva pre loved Guarantee protects you in case you do not receive your item or if the item is not as described in the listing. If this happens, you need to tell your seller and us within 30 days from your actual or latest estimated delivery date.

  • Do ads require review and approval before being visible on the site or are they be added immediately?

    Yes all listings on Tolva pre loved are manually approved by a human before the are released. This can take from 1-4 hours no listings are eligable for automatic listing unless you are a long term member of the site.

  • Subscription plans and free plans normal and featured ads for both?

    All Registered user can post free ads, And IF a user wants to post featured ads then they must purchase a plan.

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