Order assistance
Refund and return policy
This policy explains the marketplace process for cancellations, damaged or incorrect products, returns and refunds.
Last updated: 27 July 2026
Requesting help
Open the relevant order and contact support with the order reference, affected product, reason for the request and clear supporting details. Do not include payment card information.
Damaged, incorrect or missing products
Report a damaged, incorrect or missing product promptly after delivery. Photographs, packaging details or delivery information may be requested for investigation.
Change-of-mind requests
Change-of-mind returns may depend on the supplier, product type, condition, hygiene or safety considerations and whether the product can be resold.
Cancellations
A cancellation is not complete until confirmed. Orders already packed, dispatched, personalised or otherwise committed may need to follow the return process.
Refund processing
Approved refunds are returned through the available payment process. Provider and financial-institution processing times may affect when funds become visible.
Rights that continue to apply
Nothing in this policy is intended to limit rights or remedies that cannot lawfully be excluded.