At ESEA Marketplace, we adhere to UK consumer rights laws, which give buyers the right to return items within 14 days of receiving them, even if the item is not faulty. Sellers must issue a full refund, including the cost of outgoing postage, within 14 days of receiving the returned item(s) or proof of return (such as a postage receipt), whichever comes first.
Return Postage: Unless stated otherwise by the seller, buyers are responsible for the cost of return postage.
Non-Refundable Items: Please note that certain items are non-refundable unless they are faulty. These include:
- Personalised, bespoke, or made-to-order items tailored to specific requirements
- Items that deteriorate quickly (e.g., food)
- Personal items sold with a hygiene seal (e.g., cosmetics, underwear) if the seal is broken
Cancelling a Transaction:
To cancel an order, buyers must notify the seller in writing. Email is acceptable, but a standard returns form (available on this page) may also be used. Sellers must provide a full refund, including any postage costs, within 14 days of receiving the returned item(s) or proof of return. If the goods have not yet been dispatched, refunds must be issued within 14 days of receiving the cancellation notification.
How to Cancel an Order:
To cancel an order, contact the seller directly via email or use the standard returns form provided on our site.
Returning Faulty Goods:
If an item develops a fault within six months of receipt, the consumer has the right to return it. Depending on the situation, the buyer may be entitled to a full or partial refund, repair, or replacement.
Lost Items:
If an item is lost in transit, the seller should assume the contract is terminated and issue a refund or provide a replacement item, unless proven otherwise.
For any questions or further assistance, please contact us through our Helpdesk.