returns policy

Every order may be returned within 14calendar days of delivery, whatever the reason. Open the order, choose "Return this", pick a reason and confirm: the return is approved instantly. Returns are a platform guarantee, so no seller can refuse a within-window, within-policy return.

You post the item back with any tracked UK carrier, at your cost, to the return address shown on the return page, and enter the carrier and tracking number. Post within 7 days of approval; on orders from professional sellers you have 14 days, as the Consumer Contracts Regulations 2013 provide. Returns not posted by the deadline close without a refund (if something genuinely got in the way, write to us and a person will look).

Take reasonable care of the piece while it is with you: returns should come back in the condition they arrived, with any tags and pieces included.

The refund issues when tracking confirms the return delivered back to the seller. The seller then has 48 hours to raise a condition problem (came back damaged, worn or incomplete, with photos); silence past 48 hours means the refund issues automatically. A condition flag pauses the refund and goes to Kaparay for a decision under section 5 timelines. Refunds return to the original payment method; allow 5 working days for your bank to show it.

The exact composition of every refund, in one table. "Postage" is the outbound postage you paid at checkout; the fee is the £1.50 buyer protection fee.

On a private-seller change of mind, the outbound postage stays with the seller because they paid for the label, and the £1.50 fee is kept because the protection service was delivered: you simply changed your mind. Both are stated at checkout, here and in the help centre.

Condition worse than graded, an undisclosed flaw, the wrong size, a missing piece, the wrong item entirely: report it within 14 days of delivery from the order page, with photos. The timeline from there:

• the seller has 72 hours to accept, propose a partial refund or contest with their own evidence. Anything you both agree to executes immediately
• unresolved cases are decided by a named person at Kaparay within 3 working days, with written reasons recorded on the case
• an upheld case refunds you in full: item, postage and fee. Where the item goes back to the seller, the seller funds the return: you buy the tracked label and are reimbursed against the receipt, up to £5.50, recovered from the seller
• a case not upheld releases the seller's payout; if you are still inside the 14-day window you keep the standard change-of-mind return

An issue raised inside the 48-hourconfirmation window freezes the seller's payout until the case closes. A case opened after the payout has released is honoured all the same: your refund never depends on Kaparay recovering the money from the seller.

A confirmed counterfeit refunds you in full; the item is not returned to circulation and the seller's account is frozen pending review. Where the carrier confirms a parcel lost, you are refunded in full: item, postage and fee.

On orders from professional sellers, your statutory rights (including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013) apply in full and are never limited by this policy. The in-app return flow is the convenient route, not a cap on those rights: the 14-day cancellation right, the 14 further days to send goods back, the refund within 14 days of the vendor receiving the return or proof of postage, and the 30-day right to reject faulty goods all stand. A model cancellation form is available on request from enquiries@kaparay.com.

Issues raised after the 14-day window are handled by support at enquiries@kaparay.com, by a person. Statutory rights on professional-seller orders that extend beyond the window are honoured. This policy forms part of the terms of service.