Under the Sale of Goods Act 1979, a Buyer may be entitled to a refund, replacement, repair and/or compensation where goods are faulty or not as described. They are also entitled to a refund and/or compensation where the Seller had no legal right to sell the goods.
Additionally, The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 gives the right to a refund for goods brought online within 14 days of receiving the goods. Buyers do not need to provide a reason for returning the goods. Goods that were made especially to the Buyers specification and personalised may not be returned. If the goods have been unreasonably used a deduction will be made for their reduced value.
Buyers Obligations when requesting a refund
If you wish to return the goods within the first 14 days of receiving them then please contact the Seller to arrange a return. The Buyer is responsible for paying the return postage.
If you wish to return the goods because they are faulty or not as described then please contact the Seller. In this case the Seller should pay the return postage.
Sellers Obligations to provide a refund
Sellers must responds to Buyers refund requests in a timely manner (maximum of 2 working days).
If the Buyer can demonstrate that the goods are faulty or not as described then you must pay the return postage. If the goods are faulty or not as described then you must either provide a refund or offer to repair/ replace the goods within 14 days of receiving them back.
If the Buyer is simply wishing to return the goods within 14 days of receiving them then you must accept – unless, the goods were custom made and personalised for the Buyer. If the Buyer wishes to return the goods under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 then the Buyer must pay the postage. Once you have received the goods back you have 14 days to issue a refund. You can only make deductions to the refund for unreasonable wear and tear (opening the packaging does not count as wear and tear).
When making refunds you must reimburse the consumer their entire purchase price including the original shipping fees. You cannot charge any cancellation fees.
For the avoidance of any doubt Feel Good Crafts will not refund their commission fee to the Seller, if a Seller issues a refund to a Buyer. The fee was earned in the course of Feel Good Crafts being a Venue that originally connected the Seller and the Buyer.