Returns and refunds

• You can cancel for a full refund until the seller starts on your order.
• Never sent? You're refunded automatically.
• Faulty, damaged or not as described? The seller must put it right, whoever they are.
• Changed your mind? If the seller is a business and you live in the UK or EU, you usually have 14 days.
• Many sellers offer more than this. Check the returns policy on their shop.

Until the seller has started on your order, you can cancel it from your order page and you'll get a full refund straight away. Once they've started, message them from your order. Most sellers will help if they can.

If you buy from a seller who sells as a business and you live in the UK or the EU, the law usually gives you the right to cancel:

• you have 14 days from the day your item arrives to tell the seller you want to cancel. You don't have to give a reason
• you then have another 14 days to send it back
• you're refunded the price of the item and the standard shipping you paid. You usually pay to send it back, unless the seller says they will
• you can handle the item as you would in a shop, but if it's been used or damaged beyond that, the seller can take something off the refund

This right doesn't cover items that are personalised or made to your own specification, goods that go off quickly, sealed items that can't be returned for health or hygiene reasons once opened, and sealed recordings or software once opened.

If you buy from a private seller, or you live outside the UK and EU, the law where you live decides your rights. Private sellers don't have to accept change-of-mind returns, but many do, so check their shop policy before you buy.

Whoever you buy from, your item must match its listing. If it doesn't, or it arrives damaged, message the seller from your order with photos as soon as you can.

If the seller is a business, you have extra rights. In the UK, the Consumer Rights Act 2015 lets you reject a faulty item for a full refund within 30 days, and after that ask for a repair or replacement. In the EU, you have a legal guarantee of at least two years. Similar rights apply in many other countries.

When an item is faulty or not as described, the seller pays for the return, or may tell you to keep it.

• If the seller doesn't mark your order as sent within their dispatch time plus 7 days, it's cancelled and refunded in full automatically.
• If it's been sent but hasn't arrived, check the tracking on your order page, then message the seller. Parcels sometimes take longer, especially from abroad.
• If it's clearly lost, the seller should send a replacement or refund you. Sellers are responsible for an order until it's delivered.

1. Open the order in your purchases and message the seller. Say what's wrong, or that you'd like to cancel, and add photos if something's faulty.
2. The seller will tell you where to send it. Keep proof that you sent it, and use a tracked service for anything valuable.
3. Once the seller has it back, or you've shown proof you sent it, they'll refund you through Trovio.

• Refunds go back to the way you paid, through Trovio. Sellers must refund within 14 days of getting the item back, or of you showing proof you sent it, whichever is sooner.
• Card refunds usually show within 5 to 10 working days, depending on your bank. Klarna, Clearpay and PayPal refunds go back to those accounts.
• If you paid in a different currency from the seller's, your refund is converted back at the rate on the day it's made, so the amount can differ slightly.
• Import duty or tax you paid on arrival is usually reclaimed from your country's customs office, not the seller.

You don't need a form. A message to the seller from your order is enough. If you'd like to use one, you can copy this:

If the seller doesn't reply within a few days, or you can't agree, contact us through Help and contact and pick your order. We'll look at what you and the seller send us and make a fair decision, which can include refunding you from the order money we hold. See our buyer and seller protection for more.

None of this affects your legal rights, or your right to ask your card provider for help.