Returns, Refunds and Cancellations Policy

This Policy explains how returns, refunds, and cancellations work for retail orders placed through the MerchantLink platform. It sits alongside, and does not replace, your statutory rights as a UK consumer.

This Policy applies to orders for products. For hire bookings and other services, please see the Hire Terms and Conditions and the Dispute Resolution Policy.

1. Your statutory rights summary

As a UK consumer you have certain rights that nothing in this Policy or in any contract with a Merchant can take away.

1.1. Under the Consumer Rights Act 2015, products you buy must be:

(a) of satisfactory quality;

(b) fit for the purpose for which they are commonly bought, or for any specific purpose you made known before purchase; and

(c) as described, matching any sample or model you saw.

If they are not, you may be entitled to a repair, replacement, or refund.

1.2. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, for most online and distance purchases you have the right to cancel the order without giving a reason within 14 days of receiving the goods, and to receive a refund. Some categories are excluded from this right; see section 6 below.

1.3. These statutory rights apply regardless of any shorter or different terms set by a Merchant.

2. Cancelling before the order has shipped

2.1. You may cancel an order through the Platform within 30 minutes of placing it, provided the Merchant has not already confirmed or dispatched the order. Use the Cancel button on the order detail screen, or contact us through the Help section of your account.

2.2. If the Merchant has not yet confirmed the order, your cancellation is automatic and a full refund is issued to your original payment method within five to ten business days.

2.3. If the Merchant has already confirmed or dispatched the order, you can still cancel under your statutory right to cancel (see section 3), but you may need to return the goods.

3. Your 14-day right to cancel

3.1. For most retail purchases made through the Platform, you have 14 days from the day you (or someone you nominate) receive the goods to change your mind and cancel the contract without giving a reason. Where an order contains multiple items delivered separately, the 14 days runs from the date you receive the last item.

3.2. To cancel, contact the Merchant directly using the contact details shown on your order, or contact MerchantLink through the Help section and we will pass your cancellation on to the Merchant. Any clear statement that you wish to cancel will do.

3.3. After you cancel, you must return the goods to the Merchant without undue delay and in any event within 14 days of telling them you have cancelled. You are responsible for the cost of return unless the Merchant has agreed to pay it.

3.4. The Merchant must refund all payments received from you, including the cost of original delivery (but limited to the cost of the least-expensive standard delivery option), within 14 days of receiving the goods back or, if earlier, of receiving evidence that you have sent the goods back.

3.5. The Merchant may make a deduction from the refund if the value of the goods has been reduced as a result of you handling them more than was necessary to establish their nature, characteristics, and functioning.

4. The 30-day MerchantLink window for unopened items

4.1. As an additional service over and above your statutory rights, we offer a 30-day return window on unopened products. This window starts on the day you receive the goods.

4.2. To use the 30-day window:

(a) the product must be unopened and in its original packaging;

(b) the product must be in resalable condition; and

(c) you must request the return through the Platform within 30 days of receipt.

4.3. The Merchant arranges the return and processes the refund within 14 days of receiving the goods back. Original delivery charges are refunded; return delivery charges may be deducted unless the Merchant has agreed to pay them.

4.4. The 30-day window does not affect your shorter 14-day statutory right described in section 3, nor your longer rights for faulty goods described in section 5.

5. Faulty or damaged goods

5.1. If a product is faulty, damaged on arrival, or does not match its description, you are entitled to a remedy under the Consumer Rights Act 2015.

5.2. Within 30 days of receipt you have the right to reject the goods and receive a full refund.

5.3. After 30 days and within six months of receipt, you have the right to a repair or replacement. If repair or replacement is not possible, or fails, you can claim a refund (which may be reduced to reflect any use you have had of the goods).

5.4. Beyond six months, you may still have a remedy but the burden of proof shifts to you to show that the fault was present when the goods were delivered. These rights last up to six years from the date of delivery (five years in Scotland).

5.5. To raise a faulty goods claim, contact the Merchant in the first instance using the contact details on your order. If the Merchant does not respond within a reasonable time, or you cannot resolve the issue, raise a dispute through the Help section of your account and we will help. See the Dispute Resolution Policy for the full process.

6. Goods excluded from the 14-day right to cancel

Under the Consumer Contracts Regulations 2013 you do not have the right to cancel an order for:

(a) products made to your specifications or clearly personalised;

(b) products that are liable to deteriorate or expire rapidly;

(c) sealed products that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery;

(d) products which are, after delivery, inseparably mixed with other items;

(e) sealed audio, video, or computer software once unsealed after delivery;

(f) newspapers, periodicals, or magazines (other than subscription contracts);

(g) digital content supplied other than on a tangible medium, once download or streaming has begun with your consent and acknowledgement that you would lose your right to cancel; or

(h) goods bought from a Merchant who is not acting in the course of a business (rare on the Platform).

Where a category exclusion applies to your order, your statutory rights for faulty goods are unaffected.

7. How refunds are paid

7.1. Refunds are paid back to the original payment method. If that method is no longer available (for example, a closed card), we will work with you to arrange an alternative.

7.2. Refund timelines depend on your bank or card issuer. The Merchant initiates the refund through the Platform; from there it typically takes:

(a) one to three business days to appear on debit cards;

(b) up to ten business days to appear on credit cards;

(c) one to two business days for digital wallets (Apple Pay, Google Pay).

7.3. If a refund has not arrived within ten business days of the Merchant confirming it, contact us and we will investigate.

8. Partial refunds

In some situations only a partial refund is appropriate, for example:

(a) where you are returning a multi-item order and keeping some of the items;

(b) where a fault affects only part of a product;

(c) where you choose to keep faulty goods in exchange for a price reduction; or

(d) where the goods have been used or damaged after delivery in a way that reduces their value.

We will be transparent about any partial refund and explain how the amount was calculated.

9. Original delivery charges

9.1. If you cancel an order under your 14-day right (section 3) before any goods have been delivered, you receive a full refund of all charges including delivery.

9.2. If you cancel after delivery, the Merchant must refund the cost of standard delivery. If you chose a more expensive delivery option, only the standard delivery amount is refunded.

9.3. If you return goods because they were faulty or did not match their description, all delivery charges are refunded.

9.4. If you return goods under the 30-day MerchantLink window because you have changed your mind, original delivery charges may not be refunded; this is set by the Merchant.

10. Return delivery charges

10.1. For cancellations under your 14-day statutory right (section 3) and for returns under the 30-day MerchantLink window (section 4), you are usually responsible for the cost of returning the goods unless the Merchant has agreed otherwise.

10.2. For faulty or mis-described goods (section 5), the Merchant pays the cost of return.

11. Items lost or damaged in transit

11.1. If a delivery is lost or arrives damaged, contact the Merchant through the order detail screen within 14 days. The Merchant is responsible for the goods until they are in your possession.

11.2. If the Merchant does not respond or does not resolve the issue, raise a dispute through the Help section and we will help.

12. How to start a return

12.1. Open the order in your account, tap "Need help with this order?", then choose "Start a return" or "Report a problem".

12.2. We will pre-fill an email to the Merchant with your order reference and ask you to add the reason for the return. The Merchant will reply with return instructions (an address, a returns label, or an in-person collection).

12.3. If the Merchant does not reply within five business days, escalate the matter through the same flow and we will step in. See the Dispute Resolution Policy.

13. Refunds for orders paid in part with credit, vouchers, or promotions

Where part of an order was paid with a voucher, refer-a-friend credit, or promotional discount, the refund will be apportioned between the payment methods as they were applied at the time of purchase. We will explain how the refund is split when we process it.

14. Changes to this Policy

We may update this Policy from time to time. The "Last updated" date at the top shows when it was last revised. Changes do not affect orders placed before the change took effect.

15. How to contact us

For questions about returns, refunds, or cancellations, contact us through the Help section of your account or at app@marchantlink.co.uk.