Shop Policies

These shop policies apply to all shops that have products for sale through this market platform.  Some shops may have additional policies that can be found on their shop page and product page, however these policies as detailed below are standard for all shops.

Your consumer rights

From 13 June 2014, the new Consumer Contracts Regulations apply to all purchases you make at a distance, so either online, mail order, over the phone or through a shopping channel.

Your right to cancel

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch.

This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

Products exempt from cancellation

The following type of items are exempt from any cancellation or returns policies;

  1. Anything custom made to your specific requirements, excluding product options offered by the seller to all buyers

  2. Anything personalised

  3. Anything that cannot be easily resold due to bespoke parts

  4. Commissioned pieces for which you have made specific design requests

  5. Items such as feminine hygiene products, underwear, earrings etc for hygiene reasons.

Your right to a refund

You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.  The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

Refunding the cost of delivery

The trader has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service eg guaranteed next day, it only has to refund the basic cost.

Return your online order

It’s important to note that the Consumer Contracts Regulations doesn’t affect your rights under the Consumer Rights Act where goods are faulty.

It’s your responsibility to return the goods to the retailer following cancellation and you’ll have to bear the direct cost of doing so.

Importantly, the goods must be returned within 14 calendar days of the cancellation. If you don’t return the goods, the trader may not be required to refund any payment.

Faulty Goods

What are faulty goods?

Under the Consumer Rights Act, all products must be of satisfactory quality, fit for purpose and as described.

The rules also include digital content in this definition. So all products – whether physical or digital – must meet the following standards:

  • Satisfactory quality – Goods shouldn’t be faulty or damaged when you receive them.

  • Fit for purpose – The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.

  • As described – The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

Returning Faulty Goods

Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.  But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or delivery – whichever is later).   You will not be able to claim a refund if the item has been damaged by wear and tear, an accident or misuse.  The seller must reimburse you or arrange and take on the cost of you returning a faulty item.