What is the Trusted Seller Returns Policy?
If you've changed your mind
If you've changed your mind and wish to return an item, you have 30 days from the date of collection or from the date of delivery to request to return your item(s).
Your item needs to be:
• Unused with all original components;
• In its original packaging (with the tags if applicable); and
• In a re-saleable condition.
This doesn't affect your legal rights if something is faulty or if you decide to cancel your order. We explain these rights in more detail below.
What you'll need:
• Proof of purchase (e.g. your order confirmation).
• Any free items that came with the product. Please use the Contact Seller function to initiate any type of return request.
Items not eligible for change of mind returns:
The following items are not eligible for change of mind returns:
• Personalised or bespoke items (such as personalised jewellery or gifts);
• Sealed video games, DVDs, CDs or any computer software that has been opened, downloaded or redeemed;
• Items that have been mixed inseparably with other items after delivery; • Items which may deteriorate or expire rapidly;
• Pokémon card packets or other sealed mystery collectables, once the packet is opened;
• Digital content (including apps, digital software, eBooks, MP3, etc.) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that the supplier could start to deliver it, and that you could not cancel it once delivery had started;
• Newspapers, journals or magazines with the exception of subscription contracts;
• Items that can't be returned for hygiene reasons if used or don't have the hygiene seal (if applicable) intact. These include: personal care products such as electric razors, hair accessories and toothbrushes; breast pumps; make-up and beauty products; toilet seats and brushes; underwear, nightwear and swimwear; earphones; and piercing jewellery.
Getting your refund:
Refunds will be processed by the original payment method. You will receive a refund of the standard delivery charge where the full order is returned.
Your refund will be processed once the Trusted Seller has received and inspected the item. Refunds will be issued within 14 days after the day on which the Trusted Seller receives the goods back, or (if earlier) the day on which the consumer supplies evidence of having sent the goods back.
You are responsible for looking after the items while they are with you. You're allowed to reasonably inspect the nature, characteristics and functioning of a product in the same way you would do in a store, provided you don't break an applicable security or hygiene seal for the types of products listed in the exclusions above. For example, you may turn on a camera to check its functionality, unbox a toy to confirm it matches the description, or try on a jacket to check the fit. If you handle or inspect a product in a way that wouldn't be permitted in-store, we may reduce your refund to reflect any loss in value. If the product has been used (i.e. you have obtained the product's benefit or purpose) or mistreated, the Trusted Seller may not be able to offer a refund.
Please take out any accessories, memory cards, SIM cards or personal items that were not part of the original product or packaging, as Trusted Sellers may be unable to return these to you once the item has been processed.
You should retain evidence of your return. Refunds will not be made if the return is not received by the Trusted Seller and you do not have any such evidence to show the return was sent.
This does not affect your statutory rights, in particular your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "Regulations"). You can find more information about your rights under the Regulations below.
If your item is faulty or damaged
If goods are not satisfactory quality (e.g. unsafe or defective), fit for purpose, as described or otherwise do not conform to the contract (i.e. are "faulty"), you are entitled to statutory remedies including repair or replacement, or a refund. If your item is faulty or damaged, the options available to you vary depending on when you received the item. Please read below:
If you received your item less than 30 days ago
• If your item is faulty, you are entitled to a refund.
• If your item was damaged when you received it, then you'll need to contact the Trusted Seller about arranging an exchange, a replacement, or a refund. In some cases, the Trusted Seller may be able to offer you a discount to keep the item if it's something purely cosmetic that you'd be happier to keep for a partial refund.
• If your product is missing parts, please contact the Trusted Seller to discuss obtaining replacement parts.
• Damaged or faulty items do not need their original packaging, to be unused or have their tags in order to receive a refund.
If you received your items more than 30 days ago
If something goes wrong after the first 30 days but within 12 months, the Trusted Seller will offer to repair or replace the item at no cost to you. If that doesn't resolve the issue, takes too long, or causes significant inconvenience, the Trusted Seller will offer you a refund.
If you want to talk to the seller about a faulty or damaged item, use the Contact Seller function.
Your statutory rights to cancel
In addition to the 30‑day change of mind returns policy, you also have certain statutory cancellation rights when you buy products from Trusted Sellers.
Cancellation rights If you make an online purchase as a consumer, you have the legal right to cancel your contract within 14 calendar days, starting the day after you receive your order, without giving any reason. These rights are set out in the Regulations.
If you cancel an online order and return the entire order you will receive a refund of the standard delivery charge. All refunds will be issued to your original payment method. Refunds will be issued within 14 days after the day on which the Trusted Seller receives the goods back, or (if earlier) the day on which the consumer supplies evidence of having sent the goods back. If the Trusted Seller offers to collect the goods, you will receive your refund within 14 days after the day you inform the Trusted Seller of your decision to cancel the contract.
Your cancellation rights under the Regulations are limited and do not apply to certain categories of products such as sealed CDs, DVDs or software once the security seal has been opened, as well as perishable goods items that are custom‑made or personalised, and newspapers, journals or magazines with the exception of subscription contracts. They also do not apply to products sealed for health or hygiene reasons if that seal has been broken.
If the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the Trusted Seller may recover that amount from you, up to the contract price.
How to cancel your order under the Regulations
If you wish to cancel your order, the simplest way to do this is by contacting the Trusted Seller via the Contact Seller function, and selecting the relevant option to return your item. Alternatively, you can use the Model Cancellation Form below and share this with the Trusted Seller via the Contact Seller function.
This summary is not a full statement of your statutory rights. For more detailed advice, please contact the Citizens Advice Bureau or your local Trading Standards Office.
Model cancellation form
To [seller's name, address, telephone number and, where available, fax number and email address]
I hereby give notice that I cancel my contract of sale of the following goods [insert].
Ordered on [insert/received on insert],
Name of consumer(s),
Address of consumer(s),
Date