Marketplace Refund Policy (UK)

1. About This Marketplace

GOLDFINCH operates as an online marketplace connecting independent sellers (“Sellers”) with buyers (“Customers”).
Unless stated otherwise, contracts for sale are formed directly between the Seller and the Customer.
GOLDFINCH facilitates payments and communications but is not the seller of the goods or services.

2. Statutory Consumer Rights

Nothing in this policy affects your statutory rights under UK law.

Under the Consumer Rights Act 2015, goods must be:

As described
Of satisfactory quality
Fit for purpose

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have a 14-day right to cancel online purchases.

3. Cancellation Rights (Change of Mind)

If you are a consumer purchasing online or at a distance:

You have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
You must notify the Seller (via your marketplace account or messaging system).
Goods must be returned within 14 days of cancellation, in unused and resaleable condition.
The Seller may deduct for loss in value caused by handling beyond what is necessary to inspect the goods.

Exceptions (no right to cancel):

Custom-made or personalised items
Perishable goods
Sealed goods not suitable for return once unsealed (e.g. hygiene items)
Digital content once download/streaming has begun (with consent)

4. Faulty, Damaged, or Misdescribed Items

If an item is faulty, damaged, or not as described:

Within 30 days of delivery: You are entitled to a full refund (including original delivery costs).
After 30 days: You may be entitled to a repair, replacement, or partial/full refund depending on the circumstances.
Return postage costs must be covered by the Seller.

5. Refund Process

Refunds are issued by the Seller via the original payment method.
Once approved, refunds will be processed within 14 days of:
- Receiving the returned item, or
- Evidence that the item has been sent back.
Delivery charges will be refunded at the basic delivery rate (where applicable).

6. Seller Responsibilities

Each Seller is responsible for:
Handling returns and refunds in accordance with UK consumer law
Clearly stating any additional return conditions on their product listings
Responding to refund requests promptly
Failure to comply may result in Seller account suspension or removal.

7. Marketplace Support & Disputes

If you are unable to resolve a refund issue with a Seller:
You may escalate the issue through GOLDFINCH’s dispute resolution process.
We may review communications, evidence, and transaction history.
This does not affect your right to pursue legal remedies.

8. Contact Information

For questions about this policy or dispute escalation, contact:
📧 [support@marketplacename.co.uk]