Published: November 20, 2025
🔄 What Is Changing
We are introducing stricter rules to ensure all sellers follow the same high-quality standards across packaging and customer communication.
📦 Parcels:
❌ Not Allowed
- Flyers, leaflets, or any branded inserts
- Marketing offers, coupons, or website links
- Notes asking for reviews, ratings, or customer feedback
- Any documents requesting customer personal data (email, phone, address, etc.), or offering your contact information to customers
- Return or “issue explanation” forms
- Return labels
- Material where your website and contact email address are visible
- Website visible on the packaging, QR codes leading to your website
✅ Required
- Neutral packaging — white or brown, no website/ contact information
- No third-party materials inside of the box
- Any document added to the parcel has to be approved by refurbed
☑️ Allowed (Optional)
- Invoice inclusion in the parcel is allowed
- Non-original parts pop-up message explanation flyer - Please only use refurbed version of the flyer.
- Branded packaging that only contains company name and no contact information such as address, website or QR code.
- Device set up guide without any contact information such as website etc.
📖 Seller Guide, Section 4.2.1 — “Any branding on the boxes must be agreed upon in writing by refurbed prior to use. Flyers or other advertising material are not allowed.”
For detailed information on the outer packaging, please visit the Packaging Guide
💬 Online Communication:
All contact with customers must happen only via the Refurbed´s Zendesk Ticketing Tool.
❌ Not Allowed
- Sending direct emails, newsletters, or promotions
- Including your website, social media, or contact info in signatures
- Offering special deals or links to your own shop
- Asking customers to leave reviews or share data
✅ Required
- Handle all messages and other communication inside Zendesk only
- Avoid sharing your contact information/website
📖 Seller Guide, Section 2.6.1 — “It is not allowed to send newsletters, promotional emails, invitations to websites, or to ask customers to fill out surveys or write reviews.”
📌 What You Need to Do
- 📦 Use neutral packaging — no website or flyers
- 📨 Communicate only via Zendesk
- 🚫 Never include offers, links, or contact details
- 🧾 Provide return labels only through refurbed systems
🎯 Why It Matters
- Builds customer trust with consistent, professional service
- Keeps competition fair — sellers win by quality, not advertising
- Prevents penalties or suspension under the rules of Seller Guide
- Supports sustainability — less waste, cleaner packaging
For detailed information on the outer packaging, please visit the Packaging Guide