1. Overview

This policy explains your rights when you want to return something you bought on Sellexa, when you can ask for a refund, who pays for return shipping, and how long the money takes to come back. It applies to every purchase made by a UK consumer through Sellexa.

UK consumer law gives you two separate, powerful protections that this policy implements:

• A 14-day cooling-off period for change-of-mind returns, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013").
• A 30-day right to reject goods that are faulty, not as described, or unfit for purpose, under the Consumer Rights Act 2015 ("CRA 2015").

Nothing in this policy reduces your statutory rights. If a seller's shop policy says something more generous than this policy (for example, a 30-day change-of-mind window), the more generous policy applies.

2. The 14-day cooling-off period (change of mind)

Under CCR 2013, you can cancel an order for any reason within 14 calendar days of receiving it, even if the item is exactly as described and works perfectly. You then have a further 14 days to send the item back.

2.1 How to cancel

Email support@sellexa.app with your order number and a clear statement that you wish to cancel. We will route the request to the seller and confirm next steps to you in writing.

2.2 What is not covered

CCR 2013 sets out specific exemptions. You do not have a cooling-off right for:

• Perishable goods, including food, drink, fresh flowers and short-shelf-life cosmetics.
• Goods made to your specification, personalised, or clearly customised (for example, monogrammed clothing or made-to-measure jewellery).
• Sealed goods that are not suitable for return for hygiene or health reasons once unsealed (for example, intimate apparel, pierced jewellery, opened cosmetics).
• Sealed audio, video, or software once the seal has been broken.
• Digital downloads where you started the download with our acknowledgement that you would lose your cooling-off right.

These exemptions only apply to change-of-mind returns. They do not remove your right to a remedy if the item is faulty or not as described, see Section 3.

2.3 Condition of returned goods

You may handle the goods to the extent you would in a shop to assess them. If the value of the goods is reduced because you handled them more than necessary, the seller can deduct that loss in value from your refund.

3. The 30-day right to reject (faulty or mis-described)

Under CRA 2015, every item sold on Sellexa must be of satisfactory quality, fit for purpose, and as described. If it is not, you have a short-term right to reject it within 30 days of delivery and receive a full refund.

Common grounds to reject:

• The item is broken, damaged, or doesn't work.
• The item differs significantly from the listing photos or description (different colour, model, size, material).
• An item described as new arrives clearly used, or an item described as authentic turns out to be counterfeit.
• Parts are missing or the quantity is wrong.

3.1 After 30 days

After 30 days but within six months of delivery, you can ask the seller for a free repair or replacement. If neither is possible (or the repair/replacement also fails), you are entitled to a refund, and the seller can make a fair deduction for any use you've had from the item.

4. Refund timeframes

We follow the timeframes set by CCR 2013, regulation 34, and CRA 2015.

• Cooling-off cancellation, item already shipped: refund issued within 14 days of the seller receiving the returned item back, or within 14 days of you providing proof of return, whichever is earlier.
• Cooling-off cancellation, item not yet shipped: refund issued within 14 days of cancellation.
• Faulty item rejected within 30 days: refund issued within 14 days of the seller agreeing the rejection or receiving the item back.

Refunds are issued to the original payment method used at checkout. Once Sellexa initiates the refund through Stripe, your bank typically takes a further 3–10 working days to credit the funds back to your account.

5. Return shipping costs

CCR 2013 allows the seller to make the buyer pay return shipping for cooling-off returns, provided this is disclosed before the contract is formed. We disclose it here, and we restate it at checkout.

• Change-of-mind returns: the buyer pays return shipping.
• Faulty, damaged, or wrongly-described items: the seller pays return shipping. We recommend a tracked service. Keep your receipt, the seller will reimburse it.

For change-of-mind returns the law only requires the seller to refund the original outbound delivery cost up to the cheapest standard delivery option they offered, so an express or same-day upgrade need not be refunded. In practice, where Sellexa processes the refund through the platform it goes back as the whole order total, delivery included, which is more than the minimum the law requires.

Return postage is the one amount that cannot come back through the original payment, because it was never part of it. Where the seller is responsible for it, it is reimbursed separately. Keep your receipt.

6. If an item is unavailable

Sellexa sellers pick your order from real shelves, so occasionally an item you paid for is not there when the order is prepared. We never substitute items: anything unavailable is refunded in full, and what happens to the rest of your order depends on how much was missing. The rules below are objective and are applied automatically by our systems.

6.1 A small part of your order is unavailable

Where the unavailable items are worth less than 1/3 (one third) of your items total and do not include the single highest-priced item in your order, the rest of your order goes ahead as planned. Your refund for each unavailable item is initiated immediately, and we email you before dispatch naming every unavailable item and the exact amount refunded. Because your delivery still takes place, the delivery fee is not refunded in this case; we disclose this at checkout before you pay.

6.2 A large part of your order is unavailable

Where the unavailable items are worth 1/3 (one third) or more of your items total, or include the single highest-priced item in your order, the choice is yours. We email you straight away with two equal options:

• Continue with the available items. They ship as planned and you are refunded in full for the unavailable items immediately.
• Cancel the whole order. You receive a full refund of everything you paid, including the delivery fee.

You have 5 minutes to choose, and the exact deadline is stated in the email and on your order page. If we do not hear from you in that time, the available items are sent and the unavailable items are refunded in full, so your order is never left in limbo.

6.3 Nothing is available

If none of the items in your order are available, the order is cancelled automatically and you receive a full refund of everything you paid, including the delivery fee and any same-day delivery charge.

6.4 Your rights are unaffected

Nothing in this section reduces your statutory cancellation rights (Sections 2 and 3). Whatever the size of the shortfall, you can also cancel any order before dispatch by emailing support@sellexa.app for a full refund including delivery. Refunds under this section follow the same timing as Section 4: once we initiate the refund through Stripe, your bank typically takes a further 3–10 working days to show the money.

7. How to return an item

We are building an in-app cases system. Until that ships, returns and refunds are handled by email through our support team:

1. Email support@sellexa.app with your order number, the reason for the return (change of mind, faulty, not as described, etc.) and any supporting photos if the item is damaged or wrong.
2. We forward the request to the seller. Sellers are required to respond within 48 hours.
3. The seller confirms the return address and any return label arrangements.
4. You ship the item back. We recommend a tracked service. Keep proof of postage.
5. The seller (or Sellexa, where the seller is unresponsive) processes the refund within the timeframes in Section 4.

If the seller does not respond within 48 hours, escalate by replying to your support thread and we will step in directly.

8. How refunds flow through our payout system

Sellexa holds buyer payments via Stripe until an order is confirmed delivered, and only then releases the seller's payout on that order. An open complaint or return blocks that payout as well. Between the two, almost every refund happens before the seller has been paid:

• Refund before payout: Stripe simply reverses the payment to your card. No money has yet been transferred to the seller.
• Refund after payout: uncommon, for the reasons above. Where it does happen, we arrange the refund with you directly rather than through the automatic route, and settle the amount with the seller separately. Whether the seller has already been paid does not affect your right to the refund or the amount you get back.

The mechanics are explained in full on the Fees & Payouts Policy.

9. Related policies

• Buyer Protection, what we do if your item never arrives, arrives damaged, or doesn't match the listing.
• Complaints Policy, how to escalate if you're unhappy with how a return is handled.
• Fees & Payouts Policy, seller-side mechanics of refunds.

10. Contact