Returns Policy

Returns Policy

Effective Date: 02 Dec 16 (This policy applies to vendors who do not have their own specific returns policies)

  1. Introduction

1.1 We understand that from time to time you may wish to return a product.

1.2 We have created this policy to enable you to return products in appropriate circumstances.

1.3 This policy shall apply to all of our customers, irrespective of their geographical location.

1.4 This policy shall apply to all orders submitted through our website for vendors who do not have their own return policies.

1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

  1. Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product and receive a refund in accordance with this policy if:

(a) our vendors receive the returned product within 14 days following the date you received it;

(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling our vendors to sell the product as new;

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.

  1. Returns procedure

3.1 In order to take advantage of your rights under this policy, you must contact the relevant vendor to obtain a return authorisation number (if applicable), and then send the product with a covering note quoting that number. The vendor will also inform you of the returns address.

3.2 Products returned under this policy must be sent by a local tracked or signed for service (or International tracked or signed for equivalent) to the returns address provided per section 3.1.

3.3 You will be responsible for paying postage costs associated with returns under this policy.

  1. Exclusions

4.1 The following types of product may not be returned under this policy:

(a) food, drink and any other products liable to deteriorate within the period of 3 months following dispatch;

(b) any product made to your specification;

(c) any product made to order;

(d) any product personalised or adapted for you; or

(e) gift vouchers.

  1. Refunds

5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2 We will not refund to you the original shipping charges relating to the returned product. If the product is returned to us because you provided an incorrect shipping address or you are at fault for failure to deliver as described in Section 10 of our Shipping Policy, you will also incur an admin fee, the cost of which is dependent on the cost of return to us.

5.3 We will not refund you the payment provider's processing fee as charged on the original card transaction. Those fees are non-refundable as per our payment providers' terms and conditions.

5.4 We will not refund to you any costs you incur in returning the product to us.

5.5 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.6 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day the relevant vendor receives your returned product.

  1. Improper returns

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

  1. Damaged or defective goods

7.1 If the item you receive is damaged or defective or its contents have spilled over, you should email us immediately (within 8hrs of receipt) with image evidence of the damage or spillage. In the case of spillage, unwrap the packaging and take images to evidence the extent of the spillage. Do not clean the item before taking the images.

  1. Our details

8.1 You can contact our marketplace customer service:

(a) using our website contact form; or

(b) by email, using