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Scan your phone over the QR code to download the Onro app from Google Play
Get answers to our most frequently asked questions
Download the App from either the App Store or the Google Play Store. After launch, press Sign Up. The Onro App is not compatible with tablets yet. This will be available in future releases.
Enter a Username that you will remember as you will need it every time you log-in.
Your password must contain:
• A minimum of 8 characters
• An UPPERCASE character
• A lowercase character
• A number (0-9)
You can reset it in the app:
• Tap login
• Click “Forgot your password?”
• Enter the email address you used to sign up
• We’ll send you an email to reset your password
If you don’t receive an email within 2 to 5 mins, then remember to check your spam or junk folder.
If you can't remember which email address you used when you originally signed up, then search for "Onro" in your various email inboxes to find which one.
You only need to register with Stripe if you want to sell items on our App. Stripe is a secure online payments platform used world-wide by millions of companies.
As a Seller, you will benefit from our self-payment system via Stripe and be able to get money from your sales directly to your bank account. Sellers can access their Stripe Connect dashboard via the Profile > Settings area of the Onro app.
When signing up with Stripe Connect sellers will be asked to provide information to meet regulators Know Your Customer (KYC) obligations.
Sellers will be asked to provide the following:
• The type of seller they are
• Details such as your name, address, and telephone number
• Bank account details
• Proof of ID and address
Sellers can access their Stripe Connect dashboard via the Profile > Settings area of the Onro app. In here, all aspects of Stripe Connect can be updated.
For the benefit of the Onro Community, we encourage Users to report:
• Inappropriate images
• Inappropriate language
• Prohibited / Illegal products
We will verify each report and depending on the severity we will:
• Ask for corrective action
• Delete the listing
• Immediately suspend or close the account.
In all cases, we will contact the User who has listed the offending item. We will NOT disclose details of the User who has reported an item.
Please go to Settings in the Profile screen and press delete account. The account will be deleted within 30 days after all outstanding transactions and balances have been settled.
See our Privacy Policy.
Listing an item is free, it costs you nothing.
If you sell an item, we will deduct 5% plus VAT (6% Total) from the total amount the Buyer pays for the item (including delivery charges) before sending you the balance.
By way of example only:
If a product is bought at a total price of £100 (including delivery charges), Onro will deduct £6 and the Seller will receive a total of £94.
See Fees & Payments for how this works, including when you will receive your money.
At present, our marketplace is for the sale of:
• Mobile phones and tablets
• Games consoles
• Computers
• Photography equipment
• Musical instruments
• Electronics of various types
• And their accessories
We will be expanding our category list as our business grows to suit demand and our business policies.
We would love to hear which categories you think we should include in future. Please email us at feedback@onro.com with your ideas.
The following items must not be listed for sale and/or sold on the Platform:
• Any item which cannot lawfully be sold
• Financial products
• Crypto assets such as Bitcoin
• Hazardous materials or unsafe materials
• Any other items which are listed on the delivery provider's list of prohibited items.
If you haven’t already, you can do the registration via the App, and if you are a Seller you can register with Stripe, providing your bank account details so that you can directly receive payments for the items you sell.
You will also have to let us know if you are a Business Seller for tax and Consumer Rights purposes.
Stripe is a secure online payments platform used world-wide by millions of companies.
As a Seller, you will benefit from our self-payment system via Stripe and be able to get money from your sales directly to your bank account.
Sellers can access their Stripe Connect dashboard via the Profile > Settings area of the Onro app.
Users will find how to do this at: https://support.stripe.com/topics/connect
Stripe carries out Know Your Customer (KYC) checks as part of its registration process. This provides the Onro community with additional comfort that Sellers are genuine. It also makes it easy for you as a seller to get paid shortly after you have sold a pre-loved item.
Once you have registered with Stripe, you can list as many items as you want:
• Tap the Sell button to choose the category and sub-category of your item
• Enter the name of the item, a description, and its make and model
• Upload or take photographs and videos of your item using your smartphone. Remember the chances of selling your item improve by including good quality images.
• Save your item at any time to come back and make edits or to complete the listing process
• From the drop-down menu, select the condition of the item
• Input your starting price and the Minimum Selling Price (MSP) you will accept (potential Buyers will not know what this is).
• If you still have it, upload a copy of the receipt showing how much you originally paid for the item. This will make your listing more credible.
• Select the sale type: a choice of either the 48-hour Fire Sale if you are in a hurry, the 10-Day Sale or the 50-Day Sale.
• Decide how much you will charge the Buyer to ship the item by:
- Enter the weight of the item (including likely packaging)
- Enter the size of the item (including likely packaging)
- Enter a delivery cost using our price guide
- Confirm whether you want to take out Parcel Protection (see how we get you Shipping and Delivery information)
- Enter the pick-up address for the parcel
- Check the item pricing summary before pressing “List My Item”
Buyer Protection is there to ensure only reputable Seller list trustworthy items on Onro. Buyers will be able to get a full refund for items proven not to be as described when listed, when damaged in transit or when items are failed to be delivered. We think this is only fair. See Issues & Disputes and Disputes Resolution for more information.
Buyers buying from Business Sellers will be protected by their statutory rights for refunds and returns.
We will be expanding our category list as our business grows to suit demand and our business policies.We would love to hear which categories you think we should include in future. Please email us at feedback@onro.com with your ideas.
If your item hasn't been purchased by someone then you are able to edit your item listing. You can change and update all aspects of your listing, including the starting price and sale type. However, every time you edit your item during a sale, the sale period restarts.
24-hours after an item is listed on the site, Sale Day 1 starts with the price of the item discounted by two and a half percent (2.5%).
The price of the item will continue to be discounted by two and a half percent (2.5%) from the original listing price every 6 hours until either:
• the product is bought
• ten (10) days have passed, or
• the Minimum Selling Price (MSP) is reached, at which point the item will be de-listed at the end of that Sale Day, whichever is sooner.
By way of example only:
If a product is listed with a price of £100 at 12am on Monday, at 12 am on Tuesday the price of the product will be reduced to £97.5, at 6am on Tuesday the price of the product will be reduced to £95, at 12pm on Tuesday the price of the product will be reduced to £92.5, at 6pm on Tuesday the price of the product will be reduced to £90 and so on until either:
• the product is bought
• ten (10) days have elapsed, or
• the Minimum Selling Price is reached, at which point the item will be de-listed at the end of that Sale Day, whichever is sooner.
Remember: The Minimum Selling Price (if any) is only known to the Seller
24-hours after an item is listed on the site, Sale Hour 1 starts with the price of the item discounted by two percent (2%).
The price of the item will continue to be discounted by two percent (2%) from the original price every hour (Sale hour 2, Sale hour 3 etc) until either:
• the product is bought
• Forty-eight hours (48) hours have elapsed, or
• the Minimum Selling Price is reached, at which point the item will be de-listed at the end of that Sale hour, whichever is sooner.
Note: the 48th hour price drop is 6% to enable the price to reach zero if a Minimum Selling Price has not been set.
By way of example only:
If a product is listed with a price of £100 on Monday at 9.00 am, at 9am on Tuesday (Sale hour 1) the price of the product will be reduced to £98, at 10 am on Tuesday (Sale hour 2) the price of the product will be reduced to £96 and so on until:
• the product is bought
• Forty-eight hours (48) hours have passed, or
• the Minimum Selling Price is reached, at which point the item will be de-listed at the end of that Sale hour, whichever is sooner.
Remember: The Minimum Selling Price (if any) is only known to the Seller.
24-hours after an item is listed on the site, Sale Day 1 starts with the price of the item discounted by one percent (1%).
The price of the item will continue to be discounted by one percent (1%) from the original listing price every 12 hours until either:
• the product is bought
• fifty (50) days have passed, or
• the Minimum Selling Price (MSP) is reached, at which point the item will be de-listed at the end of that Sale Day, whichever is sooner.
By way of example only:
If a product is listed with a price of £100 at 12am on Monday, at 12 am on Tuesday the price of the product will be reduced to £99, at 12pm on Tuesday the price of the product will be reduced to £98, at 12am on Wednesday the price of the product will be reduced to £97 and so on until either:
• the product is bought
• fifty (50) days have elapsed, or
• the Minimum Selling Price is reached, at which point the item will be de-listed at the end of that Sale Day, whichever is sooner.
Remember: The Minimum Selling Price (if any) is only known to the Seller
Potential Buyers may ask questions regarding an item. We will send Sellers a notification to their smartphones as well as an email with the question.
Sellers have the option to answer the question or not. Answers are visible on the sale listing page to all potential Buyers.
Remember, answering questions will generally help sell items, though you should report any abusive or manipulative questions.
If your item doesn't sell, please look at our guides in the App for improving your sale chances before re-listing. You can make minor edits and improvements before re-listing.
The items display is configurable by the user, you can filter and order listings in multiple ways (newest, sale type, category, etc.). Future updates of the App may include item highlighting.
You will receive a notification on your smartphone as well as an email from us confirming the Buyer's details, the sale price (including delivery charges) - The Order Confirmation Email.
In this email we will ask the Seller to ship the item. See Shipping & Delivery.
Please check your junk mailbox as well as any other email accounts you hold, in case you forgot which email was registered with Onro. You can also check which email address you used in the Profile section of the App under Settings > My Account.
In the rare event that you have not received the Order Confirmation Email, please contact us at support@onro.com using your Onro registered email address, confirming your name, item listing title and when your item was de-listed (date of sale). We will resend the Order Confirmation email.
If no issues are raised by the Buyer, payment to the Seller will be available on the third day (Day 3) after delivery, the delivery day being the first day (Day 1). Sellers can access their Stripe Connect dashboard via the Profile > Settings area of the Onro app. Transfer of payment to the Seller’s account is subject to any verification checks by Stripe.
Have a look at Fees & Payments for full details.
Buyers must raise issues with purchased items via the Onro App by pressing the “Report Issue” button by 6pm of the third day (Day 3) after delivery, the day of delivery being the first day (Day 1).
For example, if received on Monday at 4pm (Day 1), Buyers have until 6pm on Wednesday (Day 3) to flag the issue.
What happens next will depend on whether the Seller is a Business or not.
See how we manage Issues & Disputes here.
Buyers will be able to rate the Seller who sold them an item against two criteria:
Item matching listed description, condition and images; and
Quality of packaging
The two criteria ratings above will be blended using Onro’s weighting system, then averaged across all other Buyer ratings received for that Seller in order to generate the Seller’s star rating. App Users will be able to see a Seller’s average ratings when reviewing an item, and by hovering over the rating, they will be able to see the average split score of each criterion (i.e. Item matching description and quality of packaging).
For example, a Seller has an average rating from all Buyers of three and a half stars. A User hovering over the rating can see that the Seller has an average rating for ‘Item matching listed description, condition and images’ of 4 stars but only a 3-star rating for ‘Quality of packaging.’
Buyers are asked to rate Sellers on two questions:
• Did the item match the description?
• What was the quality of the packaging?
If a Seller receives negative feedback, then they should endeavour to improve on these areas next time they list to improve their rating and attract more Buyers.
If a Buyer has left offensive feedback, then please let us know at support@onro.com.
Onro does not accept the use of abusive language towards the users or its staff.
You can use the Explore function of the App to browse items at your leisure, see what is on offer and what sales are going on, and if anything catches your eye as a potential bargain, you can mark interesting items onto their watch list for ease of access.
Users can search for items, such as "Acoustic Guitar" using the search function.
If you are unable to find specific items, try to broaden the search term, e.g., to “Guitar”. You can also browse Categories from the Explore page.
Every listed item requires a condition to be specified, as follows:
Never used: In original packaging / with tags
Almost New: Used with no signs of wear & tear
Good: Used with minor signs of wear & tear
Fair: Usable as intended with clear signs of defects
Poor: Clear signs of damage or defects
Press the button at the bottom of the item listing screen to ask a question. We will send Sellers a notification to their smartphones and an email with the question.
Sellers can either choose to answer the question or not.
Answers are visible on the sale listing page to all potential Buyers.
Remember, answering questions will generally help sell items, so good Sellers will be prompt and helpful.
Below the Seller's Username on an item listing, there will be the word “Business”. The Username is also likely to be the name of the Business.
Buyer Protection is there to ensure only reputable Seller list trustworthy items on Onro. Buyers will be able to get a full refund for items proven not to be as described when listed, when damaged in transit or when items are failed to be delivered. We think this is only fair. See Issues & Disputes and Disputes Resolution for more information.
Buyers buying from Business Sellers will be protected by their statutory rights for refunds and returns.
24-hours after an item is listed on the site, Sale Day 1 starts with the price of the item discounted by two and a half percent (2.5%).
The price of the item will continue to be discounted by two and a half percent (2.5%) from the original listing price every 6 hours until either:
• the product is bought
• ten (10) days have passed, or
• the Minimum Selling Price (MSP) is reached, at which point the item will be de-listed at the end of that Sale Day, whichever is sooner.
By way of example only:
If a product is listed with a price of £100 at 12am on Monday, at 12 am on Tuesday the price of the product will be reduced to £97.5, at 6am on Tuesday the price of the product will be reduced to £95, at 12pm on Tuesday the price of the product will be reduced to £92.5, at 6pm on Tuesday the price of the product will be reduced to £90 and so on until either:
• the product is bought
• ten (10) days have elapsed, or
• the Minimum Selling Price is reached, at which point the item will be de-listed at the end of that Sale Day, whichever is sooner.
Remember: The Minimum Selling Price (if any) is only known to the Seller
24-hours after an item is listed on the site, Sale Hour 1 starts with the price of the item discounted by two percent (2%).
The price of the item will continue to be discounted by two percent (2%) from the starting price every hour (Sale hour 2, Sale hour 3 etc) until either:
• the product is bought
• Forty-eight hours (48 hours) have elapsed, or
• the Minimum Selling Price is reached, at which point the item will be de-listed at the end of that Sale hour, whichever is sooner.
Note: the 48th hour price drop is 6% to enable the price to reach zero if a Minimum Selling Price has not been set.
By way of example only:
If a product is listed with a price of £100 on Monday at 9am, at 9am on Tuesday (Sale hour 1) the price of the product will be reduced to £98, at 10am on Tuesday (Sale hour 2) the price of the product will be reduced to £96 and so on until:
• the product is bought
• Forty-eight hours (48 hours) have elapsed, or
• the Minimum Selling Price is reached, at which point the item will be de-listed at the end of that Sale hour, whichever is sooner.
Remember: The Minimum Sale Price (if any) is only known to the Seller.
24-hours after an item is listed on the site, Sale Day 1 starts with the price of the item discounted by one percent (1%).
The price of the item will continue to be discounted by one percent (1%) from the original listing price every 12 hours until either:
• the product is bought
• fifty (50) days have passed, or
• the Minimum Selling Price (MSP) is reached, at which point the item will be de-listed at the end of that Sale Day, whichever is sooner.
By way of example only:
If a product is listed with a price of £100 at 12am on Monday, at 12 am on Tuesday the price of the product will be reduced to £99, at 12pm on Tuesday the price of the product will be reduced to £98, at 12am on Wednesday the price of the product will be reduced to £97 and so on until either:
• the product is bought
• fifty (50) days have elapsed, or
• the Minimum Selling Price is reached, at which point the item will be de-listed at the end of that Sale Day, whichever is sooner.
Remember: The Minimum Selling Price (if any) is only known to the Seller
Although we provide delivery price guidance to Sellers based upon Parcel2Go information, Sellers are free to include whatever price they choose for delivery. Sellers will only pay the actual shipping costs at the time of organising the shipment once the item is sold. Also, if a Seller chooses to insure the item using Parcel2Go’s parcel protection, an additional 6.6% of the cost of the item is added.
There are a few reasons why you may no longer be able to buy an item, and it's usually because someone else has beat you to it. If you saw an item recently and you're no longer able to find it, or it's disappeared from your Watch List, it's either because:
• the item was bought by another person, even if you were in the process of paying for it
• the sale duration has passed
• the item has reached the Minimum Selling Price and got de-listed or
• the seller has edited the item (effectively a re-listing and re-starting a sale).
Remember, an item is not sold until it is paid for!
No, there are no further charges down the line. What you see on the listing screen will be the price you pay - the current price shown plus the delivery charge - if you press the "Buy It Now" button.
Onro is a marketplace where there is no hassle and no haggle. Our Price Matcher automatically drops the price of an item until a Buyer becomes interested enough to buy - the fair price.
Once you see an item that you like, then all you have to do is press the “Buy It Now” button at the bottom of the listing screen.
You will be taken to a payment page, where you enter your delivery address and payment details.
• Remember, just as with any other online payment system, Stripe will run a verification process to ensure all transactions are secure.
• Remember, an item is not sold until it is paid for!
• Remember, Sellers don’t get their money until items are delivered! See Fees & Payments.
• Remember, Buyer Protection is included, so your money is safe. See Issues & Disputes for more information.
Stripe is a secure online payments platform used world-wide by millions of companies. By using Stripe, you know that a Seller has gone through a verification process.
Credit and debit cards will be verified by Stripe to ensure legitimate payments are made.
You and the Seller will be sent an email confirming the order, including both your contact details. You and the Seller are now in contract for the sale. See Legals for full details.
The Seller will now arrange to ship your item. See Shipping & Delivery for when you will get it.
We understand. There are many reasons why you might want to change your mind.
What you should do next depends on a few things, like when you changed your mind, and who the Seller is. Have a look at Issues & Disputes to see which situation best fits you, and how we can help.
Don't worry, you will be covered by Buyer Protection if the item you bought is not as described when listed, or if it has been damaged during delivery.
However, you must flag this via the Onro App by pressing the “Report Issue” button by 6pm of the third day (Day 3) after delivery, the day of delivery being the first day (Day 1).
For example, you received your item on Monday at 4pm (Day 1), you have until 6pm on Wednesday (Day 3) to flag the issue.
What happens next will depend on whether the Seller is a Business or not.
See how we manage Issues & Disputes here.
Buyers will be able to rate the Seller who sold them an item against two criteria:
• Item matching listed description, photos, and condition; and
• Quality of packaging
Buyers will also be able to leave comments on the transaction, which are visible from a Seller's profile.
The two criteria ratings above will be blended using Onro's weighting system, then averaged across all other Buyer ratings received for that Seller.
App Users will be able to see a Seller's average ratings reviewing an item, and by hovering over the rating, they will be able to see the average split score of each criterion.
For example, a Seller has an average rating from all Buyers of three and a half stars. A User hovering over the rating is able to see that the Seller has an average rating for ‘Item matching listed description, photos, and condition’ of 4 stars but only a 3 star rating for ‘Quality of Packaging.’
Buyers are currently unable to edit a Rating & Review that they have left for a Seller. Please ensure you are happy with the accuracy and content of your Rating & Review before submitting it.
Lovely items deserve lovely packaging. See our Delivery Guide in the App for how you can add that extra bit of love!
Remember, Buyers will be asked to rate the quality of packaging
Although we provide delivery price guidance to Sellers based upon Parcel2Go (P2G) information, Sellers are free to include whatever price they choose for delivery. Also, if a Seller chooses to insure the item using Parcel2Go’s parcel protection, an additional 6.6% of the cost of the item is added.
Once an order confirmation email has been received, Sellers must ship items (picked up by courier or dropped-off at your local collection point) within seven (7) calendar days.
Remember, Sellers normally ship within three (3) days but sometimes, due to weekends and bank holidays, this might take a bit longer.
Remember, Sellers don’t get their money until items are delivered! See Fees & Payments.
If a Seller fails to ship an item (picked up by courier or dropped-off at your local collection point) within seven (7) calendar days, the contract for sale with the Buyer will be automatically cancelled and the Buyer will receive a full refund.
It is easy from within the Onro App. Sellers go to their profile page, see items they have sold and press “Ship this item” which will give them the following options:
• parcel collection or drop-off to a courier collection point
• parcel protection
• courier (delivery company, date for collection, estimated date for delivery to the Buyer and of course, cost)
Sellers then pay for the delivery. All that is then left to do is make sure everything is ready for the courier.
Remember, make sure you check out P2G’s terms and conditions and parcel protection limits and if necessary, the particular courier’s terms and conditions.
Remember, no more visits to the post office. Your parcels can be delivered door-to-door via the Onro App.
At present, Sellers can ship to all mainland UK addresses. Onro doesn’t currently offer shipping to:
• Northern Ireland
• Scottish Highlands and Islands
• Isle of Man
• Channel Islands
We are working to extend our coverage to these areas very soon.
Parcel2Go (P2G) is one of the UK’s leading courier comparison website offering all the biggest carriers to help you get your parcel to its destination.
With convenient drop off services, express deliveries and even same day services, P2G helps Onro sellers with delivery options at competitive rates.
Sellers must agree to P2G’s terms and conditions in order to use the service.
Parcel2Go provides customer support via Live Chat. This is available in English 24/7 through the Parcel2Go website or contact them at onro@parcel2go.com
If your parcel has been picked up and delivered, but after 5 days is not showing correctly on your app profile page, please email Parcel2Go at onro@parcel2go.com copying us at support@onro.com attaching the courier’s proof of delivery.
At present, we believe that P2G offers the competitive rates that sellers seek, and supports our ability to track items from listing through to final delivery.
Sellers and Buyers will receive notifications on their smart phones as well as emails when:
• items have been collected by the courier from the Seller
• items have been delivered
Depending on the particular courier, Buyers will also receive notifications from the courier informing them of when an item will be delivered so that they can be available on that date/time or leave instructions where the parcel can be left.
Remember, shipping and delivery is the Seller’s responsibility, not Onro’s
Remember, Sellers don’t get their money until items are delivered! See Fees & Payments.
Onro sends two types of Notifications; Push Notifications and emails.
Push Notifications
If you are not receiving Push Notifications then please check your device settings as you may have them disabled for the Onro App.
Emails
Please double check what email address you used to sign up to Onro, you can check in the Onro App under the My Profile area.
If you aren’t receiving emails at the specified address, then please check your Spam / Junk folder.
It is in the Seller’s interest to ship the item quickly and package it well. Because of weekends, bank holidays and courier collection / delivery periods, we allow:
• seven (7) calendar days for items to be shipped
• fourteen (14) calendar days for items to be delivered to the Buyer (from the date the item has been collected from a Seller). This also allows time for redelivery in case a Buyer is not available, or an alternative delivery point (neighbour, hide-location etc) is not suitable (See P2G’s terms and conditions).
While these periods may seem excessive:
• Remember, most Sellers ship items within two (2) or three (3) days, and generally, delivery takes another two (2) or three days (3). So, most Buyers can expect to receive their items within a week, if not a few days, depending on their location.
• Remember, Sellers don’t get their money until items are delivered! See Fees & Payments.
We don’t think it’s right that Buyers should have to wait too long for items to be delivered, which is why we have set limits before we cancel a contract and refund Buyers in full.
See Issues & Disputes for further details.
Unless the Buyer has an issue with the item, (see Issues & Disputes) payment to the Seller will get automatically processed on the third day (Day 3) after delivery, the delivery day being the first day (Day 1). Subject to any verification checks by Stripe, Sellers should receive their payment (the balance) soon thereafter.
Buyers will also be able to rate the Seller once a transaction has been concluded. See Ratings & Reviews.
It depends. See this Issues & Disputes table which summarises how we deal with various issues and disputes, depending on the type of Seller and the timing of the issue or dispute.
In the United Kingdom, Buyers who purchase items from Business Sellers have considerable protections under Consumer Legislation, details of which can be found on the internet (for example at https://www.which.co.uk/consumer-rights/shopping or at your local Citizens Advice Centre). Because Onro is a marketplace and we know you have these rights we require you to deal with Business Sellers directly for issues and disputes.
Below the Seller’s Username on an item listing, there will be the word “Business”. The Username is also likely to be the name of the Business.
Buyer Protection is there to ensure only reputable Seller list trustworthy items on Onro. Buyers will be able to get a full refund for items proven not to be as described when listed, when damaged in transit or when items are failed to be delivered. We think this is only fair. See Issues & Disputes and Disputes Resolution for more information.
Buyers buying from Business Sellers will be protected by their statutory rights for refunds and returns.
Buyers have until 6pm on the third day (Day 3) after the item has been delivered (Day 1 being the day of delivery) to exercise this option.
Applicable only to items bought from Non-Business Sellers NOT offering a Returns Policy
From the moment a Buyer presses the “Report Issue” button on the App, Onro will issue e-mails to both Buyer and Seller guiding them through every step towards resolution - either a full refund to the Buyer or payment to the Seller, depending on the merits of each case.
The steps are:
• Buyer presses “Report Issue” button on the App or in the Delivery Confirmation email by6pm of the third day (Day 3) after delivery, (Day 1 being the day of delivery)
• Onro automatically suspends payment to the Seller and while notifying both Buyer and Seller. Onro asks Buyer whether button has been pressed by mistake
• Buyer and Seller are asked to try and resolve the issue directly within five (5) days. If the issue is resolved then Buyer AND Seller must confirm this in writing to Onro to enable release of either a full refund to the Buyer or payment to the Seller. Onro will not make partial payments. Any part payment deals have to be resolved directly between Buyer and Seller.
• If Buyer and Seller cannot resolve the issue within five (5) days they must each describe the dispute and email Onro with supporting information within a further five (5) days. Failure to provide information in time will be taken by Onro as evidence of fault and a full refund or payment will be made accordingly
• On receipt of details of the dispute claims from both Buyer and Seller, Onro will endeavour to determine the dispute within a further ten (10) days (see Criteria)
• While Onro’s decision will be final – thereafter making a full refund to the Buyer or payment to the Seller, within a further seven (7) days - Buyer’s and Seller’s statutory rights will be unaffected.
• Onro will not make partial payments. Any part payment deals agreed between Buyer and Seller have to be resolved directly.
During the Issues and Dispute’s resolution process, we will contact you from our Support Centre, support@onro.com, and all our emails will detail exactly what evidence you will need to provide and by when.
• Remember, please check your junk mailbox during any disputes period and enable Onro emails to be sent to your inbox.
Onro will accept Parcel2Go (P2G) tracking data as proof of delivery UNLESS subsequent delivery photos or other information provided by P2G CLEARLY indicates that either the item has not been delivered or delivered to the wrong address, in which case Onro will agree with the Buyer and process a full refund. In the latter situation, the Seller may then take up the matter with P2G directly if it so wishes.
Onro will decide in favour of the Buyer if it can be CLEARLY proven that the item:
• Was damaged in transit by way of photographs and / or videos at the time of receiving and opening the parcel (including delivery label); or
• Is CLEARLY a different item to that listed by way of photographs or videos of the delivery package at the time of opening the parcel (including delivery label) without causing the item to be damaged (e.g. a cable is received instead of a camera); or
• Is CLEARLY a different specification to that listed by the Seller by way of photographs or videos at the time of opening the parcel (including delivery label) without causing the item to be damaged (e.g., that the memory size of a smartphone is different to that listed by the Seller); or
• CLEARLY does not function in a manner to be expected from the listing by way of photographs or videos (except if the Seller has clearly described the defective functions of the item when listing or has described the item is in Poor Condition); or
• Is a FAKE that impinges on the rights of others even if the Seller described it as such in the listing, in contravention of Onro Terms & Conditions.
Buyer claims for refund WILL NOT be accepted by Onro in cases where:
• The item is not materially different to that listed, by way of photographs or videos, the item otherwise fitting within the condition described by the Seller at listing e.g., has one or two minor scratches in addition to any described: or
• The Buyer fails to provide evidence in support of the claims within the period specified; or
• The Buyer has a change of mind and no longer wants the item.
• The Buyer fails to return the item to the Seller or provide proof that the item has been returned by way of a parcel tracking number, details of the courier, and date of receipt by the Seller within seven (7) days of ONRO’s determination on a disputed item.
Buyers are protected against:
• non-delivery of their item(s)
• damage during delivery
• item materiality different from item description in the listing
Buyers have the right of returning items and getting refunds from Business Sellers directly incompliance with Consumer Legislation. Details can be found at https://www.which.co.uk/consumer-rights/shopping or at your local Citizens Advice Centre. See also Issues & Disputes.
Buyers who have bought items from non-Business Sellers are covered by our Buyer Protection scheme and must follow the steps described in the Issues & Disputes section to receive a refund of the original total purchase price.
Listing an item is free, it costs you nothing.
If you sell an item, we will deduct 5% plus VAT (6% total) from the total amount the Buyer pays for the item (including delivery charges) before sending you the Balance.
Subject to no issues or disputes having been raised by a Buyer, we will process payment to Sellers from 6pm on the third day (Day 3) after an item has been delivered to a Buyer, the day of delivery being the first day (Day 1). Sellers can access their Stripe Connect dashboard via the Profile > Settings area of the Onro app.
See how we deal with Issues & Disputes.
Remember, Stripe may need to carry out compliance checks (such as, ‘Know Your Customer’ (KYC) checks) before releasing the Balance, which could result in delays outside of Onro’s control. All payments are subject to Stripe’s terms and conditions.
We deduct the Onro Fee (5%) plus VAT (6% total) from the Sale Price (including delivery charges) before remitting the balance to you. (See Payments for timescales).
See Payments and also Issues & Disputes for timing of payments. Please check whether your details are up to date on Stripe e.g. whether you recently changed Stripe account information.
If there are no ongoing Onro or Stripe account issues and it has been five (5) days since the item was delivered, then please contact us at support@onro.com with the following details so that we can investigate what has happened:
• Your name
• Transaction reference (Invoice No)
• Item title
• Date of delivery as confirmed by Parcel2Go, and
• Amount (balance) that is due to you
We will automatically issue an invoice (via email) to Sellers once an item has been delivered to a Buyer, detailing the transaction and VAT on Onro’s fee.
We will automatically issue a Receipt (via email) once an item has been delivered to a Buyer, detailing the transaction.
We are a safe and efficient marketplace that makes it easier than ever to trade preloved items. We provide an enjoyable and hassle-free way of trading that is sustainable for us and our planet.
At present, we cover England, Scotland (excluding Highlands and Islands) and Wales in the United Kingdom but will be expanding very soon!
To ensure a speedy solution to your query, we recommend that you check out our tutorials, and specific guidance provided in the Support Centre before emailing us.
It will be unusual if the answer to your query isn't already covered. Just in case our Support Centre information doesn’t quite cover your need, you can contact us as follows:
• General feedback about the App and user experience: feedback@onro.com
• Technical help with registration, log-on or transaction queries: support@onro.com
• Reporting inappropriate or illegal behaviour by another User: report@onro.com
• Career opportunities: careers@onro.com
We want ONRO to be a safe and secure place, trusted by its users as a great marketplace for trading much loved items.
If you become aware of any listing or content that is inappropriate please contact us on report@onro.com providing details of:
• the date on which it was posted and where it can be found on the App
• the username of the person who posted it
• reasons why the listing or content should be deleted, and
• copies of any communication with the person who posted it (if any).
We sincerely hope that you enjoy using the Onro App, if so please consider rating us on the App and Play Stores. If you have any constructive feedback, then please contact us at feedback@onro.com. Please remember that we are unable to contact you if you report an issue on the App or Play Store.
Click here for full version of our Terms & Conditions.
Data protection
Our Privacy Policy reflects the Data Protection Act 2018. It is a national law which complements the European Union's General Data Protection Regulation (GDPR). GDPR is an EU regulation that came into force in May 2018 to give people more control on how their data is used and to give them easier access to it.
Click here for our Privacy Policy.
Click here for full version of Stripe’s Terms & Conditions.
Click here for full version of Parcel2Go’s Terms & Conditions.
Onro is a safe and easy marketplace for preloved items which are picked up and delivered to your door. Buyer Protection included.
