For most products, you have 14 days to notify the Seller – the small business or individual who created your items. The return period will expire 14 days from the day on which you receive the goods you have ordered.
How to cancel your order
Contact the Seller directly to let them know you wish to cancel your order. If for any reason you cannot get in touch with the Seller, please contact us at firstname.lastname@example.org so we can take this up with the Seller on your behalf.
How to return a product
If you've already received your item(s), package it up and send it back to the Seller within 14 days of letting them know that you want to cancel the order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to oay for the cost of returning the product.
As the Seller’s payment agent, we will process the refund directly to your payment card, in no more than:
14 days after the day the product is received by the Seller or if earlier, 14 days after the date you provide evidence that you have returned the product to the Seller.
If the goods have not yet been sent, we will process your refund 14 days after the day on which you informed the Seller or us about your decision to cancel your order.
Please don’t demolish or bin any product and where relevant the packaging it arrived in, before you’ve spoken to the Seller and agreed that doing so won't affect any refund you may be entitled to.
Please note that items must be returned in an acceptable condition in reference to how they were originally received. You are liable for the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the Seller ).
All Sellers comply with our returns policy, giving you peace of mind when you place an order. If you have any further questions, please get in touch with us by emailing us at email@example.com to speak to our customer service team.
Items that are non-cancelable and non-refundable
Unfortunately, some items are non-cancelable and non-refundable:
- Anything that’s made to your custom requirements (ie: outside of standard customisation options offered by the Seller to all customers), is personalised or otherwise can't be resold due to a bespoke element
- Consumable & decomposable items (like food or flowers)
- Unique pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
- Clothing or accessory Items sold with a hygiene seal (like earrings, cosmetics or underwear) where the seal may be broken.
To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.