returns and refunds
14 days from delivery to send it back, on every order, with no seller approval step. Here is what comes back to you and who pays the postage.
Changed your mind
Open the order, tap "Return this" within 14 days of delivery and the return is approved instantly. Post it back with any tracked UK carrier within 7 days (14 days on vendor orders) and enter the tracking number. You pay the return postage.
What is refunded depends on who sold the piece:
- From a private seller: the item price. The original postage and the £1.50 protection fee are not refunded on a change of mind.
- From a vendor (professional seller): the item price, the standard outbound postage and the £1.50fee, as consumer law provides. Vendor listings are always marked "Professional seller" so you know which rights apply before you buy.
Your refund issues once the return is delivered back to the seller (the seller has 48 hours to flag a condition problem, after which it issues automatically).
Not as described
Condition worse than graded, an undisclosed flaw, the wrong size, a missing dupatta, the wrong item entirely: report it within 14 days of delivery from the order page, with photos.
- The seller has 72 hours to respond: accept, propose a partial refund, or contest.
- If you cannot agree, a named person at Kaparay decides within 3 working days, with written reasons.
- If your case is upheld you are refunded in full: item, postage and fee. The seller covers the return postage too: you buy the tracked label and are reimbursed, up to £5.50.
What comes back, at a glance
| Scenario | Item | Postage | £1.50 fee |
|---|---|---|---|
| Change of mind, private seller | refunded | not refunded | not refunded |
| Change of mind, vendor | refunded | refunded | refunded |
| Not as described, upheld | refunded | refunded | refunded |
| Never arrived (carrier-confirmed) | refunded | refunded | refunded |
| Cancelled before dispatch | refunded | refunded | refunded |
Return postage is yours on a change of mind, and the seller's when a not-as-described case is upheld.
On vendor orders your statutory rights always apply in full; the in-app flow is the convenient path, never a cap on them. The fine print lives in the returns policy.