Return & Refund Policy

✅ 1. Your Rights at a Glance

We're a sole-trader marketplace based in the United Kingdom. Two pieces of UK consumer law set the framework for your rights when you buy from us:

• Consumer Contracts Regulations 2013 (CCR 2013) — gives you a 14-day right to cancel an order without giving any reason.
• Consumer Rights Act 2015 (CRA 2015) — gives you remedies if your goods are faulty, damaged, or not as described, regardless of any commercial returns policy.

Nothing in this policy reduces or replaces your statutory rights. If anything below ever conflicts with the law, the law wins — every time.

📅 2. Change of Mind (14 days)

⚖️ Consumer Contracts Regulations 2013

UK law gives you a minimum of 14 days from the day you receive your order to cancel for any reason, no explanation needed — that's exactly what we offer for a change-of-mind return. Once we've authorized your return, you have a further 14 days to send the item back (a separate clock that starts when we authorize, not when you requested).

If your item is faulty, damaged, or not what you ordered, you get longer — see section 4 for the 30-day window that applies instead.

For a full refund under this right:

• The item must be in its original condition with all packaging, tags and seals intact
• You cover the cost of return postage. Either buy your own tracked label, or ask us to email you a prepaid one — if you use our label, its cost is deducted from your refund (shown to you before you're committed)
• We'll refund the original delivery cost (at the standard-delivery rate) once we've received and checked the return

Some categories are excluded from this change-of-mind right under CCR 2013 Regulation 28 — see section 3 below. Important: even those excluded items are still covered by section 4 (faulty/damaged) below.

🚫 3. Items Excluded from Change-of-Mind Returns

⚖️ CCR 2013, Regulation 28

The following are excluded from the "change of mind" right in section 2:

• Custom or personalised items made to your specification
• Perishable goods (e.g. flowers, food)
• Sealed goods that aren't suitable for return once unsealed for hygiene or health reasons
• Items inseparably mixed with other goods after delivery

📦 4. Damaged, Faulty or Incorrect Items

⚖️ Consumer Rights Act 2015

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If your item arrives damaged, develops a fault, or doesn't match what we described, you're entitled to one of the following remedies:

How to report a problem

The fastest way is My Orders → “Return item(s)” — pick “Item Damaged” or “Wrong Item Sent” as the reason, which walks you through uploading photos there and then. Prefer email? Send [email protected] as soon as possible after discovering the issue, and include:

• Your order number
• Photos of the damage or fault (and the packaging if it arrived damaged)
• A short description of the problem

📬 5. How to Return an Item

1. 1Go to My Orders, open the order, and tap “Return item(s)” — tick which item(s) you're returning and tell us why (photos are required for damaged, wrong-item and quality claims)
2. 2We'll review your request and confirm next steps within 2 business days
3. 3Once authorized, we'll send you the return address. We may also email a prepaid label — free for damaged, faulty, wrong or unsatisfactory-quality items; for a change-of-mind return the label's cost is deducted from your refund (you'll see the exact amount first). You can always buy your own label instead
4. 4Pack the item securely — original packaging where possible — and post within 14 days of authorization
5. 5Once we receive and check the return, your refund processes automatically — no need to chase us

Prefer not to use My Orders? A clear statement by email to [email protected] works just as well — we'll set up the return for you.

❌ 6. Cancelling Before Dispatch

Changed your mind before we've dispatched your order? Go to My Orders and tap “Cancel order” — it's instant, no need to email us, and you'll get a full refund (including delivery) straight back to your original payment method.

If the order has already been dispatched, the “Cancel order” option won't be available — your 14-day change-of-mind right under section 2 applies once you receive it (or up to 30 days if it turns out faulty, damaged or wrong — section 4). If you need to intercept a dispatched order, email [email protected] and we'll try, though we can't always guarantee it once a courier has collected it.

🔍 7. Lost or Undelivered Orders

If your order doesn't arrive

• Email [email protected] with your order number — a parcel that never arrived isn't a return (there's nothing to send back), so it's handled as a delivery investigation, not through “Return item(s)”
• Please report missing parcels within 30 days of the estimated delivery date
• We'll investigate with the courier and resend the item free of charge if confirmed lost
• If the courier can confirm successful delivery to your address, we may not be able to issue a replacement — in that case we'll explain why and what your options are

Returned to sender

If a parcel comes back to us (incorrect address, refused delivery, or unclaimed):

• We'll refund the cost of the items once the parcel is back with us
• The original shipping cost isn't refundable in this scenario
• If you'd like the order resent, please place a new order

💳 8. Refunds & Timeframes

⚖️ Consumer Rights Act 2015, s.20 · Consumer Contracts Regulations 2013, reg. 34

Once we've received and checked your return, your refund is triggered automatically — no waiting on us to process anything manually. In practice it's typically same-day once your return has been checked.

By law, the 14-day refund deadline starts from whichever of these happens first:

• the day we receive the item back, or
• the day you give us proof you've sent it back (a tracking number or a photo of your proof of postage is enough).

So if your return is delayed in the post, you don't have to wait for it to reach us — send us your proof of postage and the clock starts from then. For a cancellation before dispatch, the 14 days run from the day you tell us.

Refunds go back to the original payment method. You'll get an email confirmation once we've processed your refund. Your bank may take an additional 3–5 business days to post the credit to your account, depending on your card provider.

🤝 9. Complaints & Disputes

If something goes wrong, please email [email protected] first. We aim to respond within 5 working days and resolve every issue we can directly.

If we can't reach a resolution, you can also seek free advice from Citizens Advice consumer service:

• Online: citizensadvice.org.uk/consumer
• Phone: 0808 223 1133 (free from UK landlines and most mobiles)

Citizens Advice can refer issues to Trading Standards where appropriate.