Refund Eligibility
Customers may request a refund if:
- Item is defective, damaged, or incorrect upon delivery
- Item is not as described on the website
- Request is made within a specified period (commonly 7 to 14 days from receipt)
Change of Mind
- Optional and depends on the seller
- If allowed, item must be unused, in original packaging, and resalable
- Return shipping is usually paid by the customer
Non-Refundable Items
Common exclusions:
- Perishable goods
- Personal care items (opened)
- Digital products or downloads
- Clearance or sale items (if stated)
Refund Process
- Customer submits request via email or account portal
- Provide order number, proof (photos/videos if defective)
- Seller reviews and approves within a reasonable timeframe (e.g., 3 to 5 business days)
Refund Method
- Refunds are issued via original payment method
- Processing time typically 5 to 14 business days depending on bank/payment provider
Shipping Costs
- If the issue is seller’s fault → seller covers return shipping
- If change of mind → customer covers return shipping
Exchanges
- Offered for defective or wrong items
- Subject to stock availability
Compliance Note
Under the Consumer Protection Act 1999:
- Goods must be of acceptable quality, fit for purpose, and match description
- Consumers are entitled to remedies (repair, replacement, or refund) if these guarantees are not met