Returns & Refunds Policy

Your UK statutory rights always come first

Nothing in this Policy removes, reduces or restricts the mandatory rights you have under United Kingdom law:

• Faulty, damaged or misdescribed goods (Consumer Rights Act 2015): When you buy from a business seller (trader), goods must be of satisfactory quality (s.9), fit for a particular purpose (s.10) and as described (s.11). If they are not, you have a 30-day short-term right to reject the goods for a full refund, followed by rights to repair or replacement, and (if that fails or is impossible) a price reduction or final right to reject. When you buy from a private seller, the goods must still legally match the seller's description and photographs, and the seller must have the legal right to sell them.
• Distance-selling cooling-off right (Consumer Contracts Regulations 2013): When you buy as a consumer from a business seller online, you have a statutory right to cancel most orders for any reason within 14 calendar days after the day you (or your nominated recipient) receive physical possession of the goods.
• Yourket Buyer Protection: Every eligible order has the same 48-hour in-platform review window. Separate statutory rights depend on whether the seller is a trader or a private seller and cannot be removed by this Policy.

How Yourket Buyer Protection works (the 48-hour review window)

Unlike marketplaces that hand your money to the seller the moment you pay, Yourket holds the seller's payout until your order arrives:

• When your parcel is delivered (or collected), you can confirm receipt on your order page at yourket.co.uk/orders.
• Confirming receipt starts an exact 48-hour review window. During it, inspect and test the item as reasonably necessary. If you are satisfied, select 'Everything is OK' to complete the order immediately; otherwise select 'I have an issue' and submit the details before the deadline.
• Selecting 'Everything is OK' is final for Yourket Buyer Protection: the order completes immediately and the seller's payout is released. If you do neither, the order completes automatically when the 48-hour deadline passes. A protection request submitted first pauses the payout while it is reviewed.
• After completion, you can ask the seller to resolve a later-discovered issue through Yourket support, but Yourket Buyer Protection will not be reopened. This does not remove rights that cannot legally be excluded, including applicable rights against a trader seller, or any claim available through your payment provider.

Change-of-mind cancellations

We want you to be confident buying on Yourket. For change-of-mind returns (where the item is not faulty or misdescribed):

• 14-day cancellation right: Under the Consumer Contracts Regulations 2013, consumers buying from business sellers may cancel most eligible distance purchases within 14 calendar days after the day of delivery. This statutory right remains available after Yourket Buyer Protection ends. Private sellers do not have to accept a change-of-mind return unless they separately agreed to it.
• How to cancel: Before the cancellation period expires, send the trader seller or Yourket a clear statement that identifies the order and says you are cancelling. You may use the model form below, but you do not have to. Merely returning an item without a clear cancellation statement may not be enough.
• Condition and return deadline: You must keep the item in the condition you received it (unused, with original tags, accessories and packaging intact beyond what was reasonably necessary to inspect it) and send it back within 14 calendar days of requesting the return.
• Who pays return postage for change of mind: You pay the cost of returning the item for a change-of-mind return, unless the seller has offered free returns.

Items excluded from change-of-mind returns

In line with Regulation 28 of the Consumer Contracts Regulations 2013, the following items cannot be returned simply because you changed your mind (though they remain fully covered if they arrive faulty, damaged or not as described):

• Bespoke or personalised goods made to your specification or clearly personalised.
• Goods which are liable to deteriorate or expire rapidly (such as perishable food or fresh flowers).
• Sealed goods which are not suitable for return due to health protection or hygiene reasons (such as earrings for pierced ears, cosmetics, underwear or swimwear), if they become unsealed after delivery.
• Sealed audio, video recordings or sealed computer software, if unsealed after delivery.
• Goods which, after delivery, become inseparably mixed with other items.

Model cancellation form

Complete and send this form only if you wish to cancel a qualifying distance contract with a business seller: 'To [TRADER SELLER'S LEGAL NAME, GEOGRAPHIC ADDRESS AND EMAIL]: I give notice that I cancel my contract of sale for [LISTING TITLE / ORDER REFERENCE], ordered on [ORDER DATE] and received on [DELIVERY DATE]. Name: [BUYER NAME]. Address: [BUYER ADDRESS]. Date: [DATE].' If sent on paper, add your signature. Send it through yourket.co.uk/contact or to the trader seller using the contact details supplied with the order. Keep evidence showing when you sent it.

Faulty, damaged in transit, missing or not-as-described items

If your order never arrives, arrives damaged, is missing parts, is counterfeit, or does not match the listing description, condition attribute or photographs, report it promptly. The remedy depends on the seller's status, the facts and applicable law:

• During Yourket Buyer Protection: Select 'I have an issue' from the order page before confirming everything is OK and before the 48-hour deadline. This pauses the seller's payout while the request is reviewed.
• After completion: Contact the seller through Yourket support with the order reference and evidence. Consumers buying from trader sellers may still have the Consumer Rights Act 2015 30-day short-term right to reject; private-sale rights are different and do not include the same trader remedies.
• Include clear details: Explain the fault or discrepancy in your request (and reply to any follow-up from our team with photographs of the item and packaging).
• Who pays return postage: Where a faulty, damaged or misdescribed-item claim is upheld under Yourket Buyer Protection or applicable law, the responsible seller provides a prepaid return label or collection, or reimburses reasonable return postage costs.

How to request a return on Yourket

Use the order page during the 48-hour protection window so there is a clear, auditable record for both buyer and seller:

• Step 1: Go to Orders (yourket.co.uk/orders), open the relevant order, select 'I have an issue', and explain the problem before the deadline.
• Step 2: Your request is logged immediately with status 'requested', pausing any unreleased seller payout for that order.
• Step 3: Our team (and the seller) reviews your request against this Policy and the listing snapshot as it stood when you bought it. After the order completes, contact us via yourket.co.uk/contact to approach the seller or assert a statutory right; that contact does not reopen Yourket Buyer Protection.

Refund amounts, deductions and timing

When a return or cancellation is approved, refunds are processed back to your original payment method through Stripe Checkout — we never issue store credit in place of a cash refund you are legally owed:

• Full refund: If the item is faulty or misdescribed, or you cancel the whole order within the 14-day statutory cooling-off period, we refund the item price, the buyer service fee, and the standard outbound postage you paid. If you chose an express or premium delivery option, a change-of-mind refund covers the cost of the cheapest standard delivery option offered.
• Deduction for diminished value: On a change-of-mind return, if the value of the goods has been reduced because you handled them beyond what is necessary to establish their nature, characteristics and functioning (what would be allowed in a shop), a proportionate deduction may be made from your refund.
• When refunds are paid: Under UK law, refunds are issued within 14 calendar days of the seller receiving the returned goods back or (if earlier) within 14 calendar days of you providing evidence that you have posted the goods back. Once triggered via Stripe, funds typically appear on your card statement within 5 to 10 working days depending on your bank.
• A trader seller may withhold a change-of-mind refund until the goods are received back or you provide evidence of return, whichever happens first, unless the trader offered to collect the goods.

Partial refunds and pre-dispatch cancellations

Where an item has a minor cosmetic flaw you are happy to live with, or only one item in a multi-item order is affected, we can issue a partial refund for the agreed amount directly through Stripe while recording the exact refunded pence and decision note on your order. If you wish to cancel an order before the seller has booked or dispatched the parcel, submit a request on the order page or via our contact page immediately; where dispatch can still be stopped, we will cancel the order and refund you in full including postage.

How seller clawbacks and return disputes are resolved

Sellers are financially responsible for refunds on their orders. When Yourket approves a buyer refund, we either cancel the seller's unreleased payout share or (if the payout was already transferred to the seller's Stripe Connect account) automatically execute a Stripe Connect transfer reversal for the seller's share of the refund. If a buyer or seller disagrees with a return decision, they can contact us via yourket.co.uk/contact with their order reference and supporting evidence for a human escalation review. Nothing in our internal dispute process prevents a buyer or seller from exercising their statutory rights in the UK courts.