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

You have 14 days from the day you receive your order to tell us you'd like to cancel — for any reason, or for no reason at all. After telling us, you have a further 14 days to send the item back.

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 (we recommend a tracked service)
• We'll refund the original delivery cost (standard rate) within 14 days of receiving the return

Some categories are excluded from this 14-day cancellation right under CCR 2013 Regulation 28 — see section 3 below. Important: even those excluded items are still covered by section 4 (faulty/damaged) below.

Some categories are excluded from this 14-day cancellation 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 14-Day Cancellation

⚖️ CCR 2013, Regulation 28

The following are excluded from the 14-day "change of mind" right:

• 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

Please email [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. 1Email [email protected] with your order number and the reason for return
2. 2We'll confirm next steps within 2 business days
3. 3We'll send you the return address and any prepaid label that applies (free for damaged/faulty items)
4. 4Pack the item securely — original packaging where possible — and post within 14 days
5. 5Once we receive and check the return, your refund is processed within 5–7 business days

❌ 6. Cancelling Before Dispatch

If you change your mind before we've dispatched your order, just email us at [email protected] with your order number. If we can stop the order in time, we'll cancel it and refund you in full within 5–7 business days.

If the order has already been dispatched, your standard 14-day right to cancel under section 2 applies once you receive it.

🔍 7. Lost or Undelivered Orders

If your order doesn't arrive

• 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

Once we've received and checked your return, we'll process the refund within 5–7 business days. By law, refunds must be issued within 14 days of us receiving the item back (or, for change-of-mind cancellations, 14 days from your notice if you haven't yet sent it back).

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.