Fulfilment, Buyer Service and Returns Policy

Your products must show the price, options, stock or preparation time, your delivery areas and fees (or pickup), your change-of-mind return window and any exclusions. At checkout the buyer sees an order summary with every charge before confirming, and receives an order record afterwards.

Accept or decline each new order within [OWNER: 24 hours]. Dispatch within the preparation time you showed and update the order status as it moves. Packing slips may show only what is needed to deliver the order; never include your costs, tax details or private notes.

Record cash collected for each order accurately, including what your courier collected and any amount deducted. You may not ask the buyer for more than the order total. If the buyer refuses a delivery, record it honestly.

A buyer can cancel free of charge before you dispatch. After dispatch, the buyer can refuse delivery or use the return process. If you cannot fulfil an order, cancel it with an honest reason and refund anything paid.

A buyer can ask for a return, replacement or refund within 14 days of delivery if an item is damaged, faulty, wrong, missing or not as described. This applies whatever your own return window says. Respond within [OWNER: 2] working days, ask for photos only where they help, and agree a fair remedy. Where the item needs to come back, you pay the return delivery for these problems.

You choose whether to accept change-of-mind returns and for how long; it is shown on each product. Personalised, made-to-measure, perishable and opened hygiene items can be excluded only if this is shown before ordering. The buyer pays return delivery for change-of-mind returns unless you say otherwise.

Refund within [OWNER: 7] days of receiving a returned item (or of agreeing a refund where no return is needed), using the method agreed with the buyer, and record it in your dashboard. Store credit is only allowed if the buyer chooses it. Never make a refund depend on the buyer changing a review.

The buyer can ask Searchbox to look at an unresolved problem. We will review the order record and messages and may recommend a fair outcome. Buyers can also complain to the Consumer Affairs Authority or use the Mediation Boards or Small Claims Courts; nothing in our process takes those rights away.