The basic promise
If an item arrives damaged, faulty, wrong or clearly different from its listing, the buyer can return it within 14 days of delivery and get a full refund, including the original delivery cost. The seller pays for the return in these cases.
Changed your mind
Each seller decides whether to accept change-of-mind returns and must say so in the listing or in chat before the sale. Where local law gives buyers a cooling-off period for online purchases, for example 14 days in the United Kingdom, the seller must honour it. In change-of-mind returns the buyer usually pays the return postage.
Items that can't be returned for a change of mind
- Food, sweets and spices, once delivered, unless they arrive damaged, spoiled or past their date.
- Made-to-order, personalised or tailored items, such as stitched outfits.
- Opened beauty, personal care and hygiene products, and pierced jewellery such as earrings.
- Digital items and services once delivered or started.
These items are still covered by the basic promise if they arrive damaged, faulty or not as described.
How to return
Message the seller from the listing within 14 days of delivery with photos of the problem. The seller replies within 2 business days with return instructions. Refunds are paid within 14 days of the seller receiving the item back, or of agreeing that no return is needed.
While on-site checkout is coming
Today buyers pay sellers directly, so refunds are paid by the seller. If a seller does not follow this policy, report the shop and we will step in, pause the shop where needed, and help you with the evidence for your bank or payment provider. Once on-site checkout launches, refunds will also be covered by the Fiind Buyer Promise.
Your legal rights
This policy adds to your rights under consumer law in your country; it never takes them away.