Returns & Cancellations

For buyers in the United Kingdom, your rights may be protected under:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Nothing in this policy removes or limits your statutory rights.

Ethnique operates as an online marketplace platform that facilitates transactions between buyers and independent sellers.

• Ethnique is not the seller of record for most listings

The seller is responsible for

• Product quality
• Accuracy of listings
• Fulfilment and delivery

Ethnique may intervene in disputes under its Purchase Protection policy, but is not a party to the contract between buyer and seller.

Sellers may choose one of the following return options:

A. Final Sale – No Returns/Exchanges

• Items marked as Final Sale cannot be returned or exchanged
• Exception: Where required by law (e.g., faulty or misrepresented goods)

B. Returns/Exchanges Accepted

If a seller allows returns:

• Buyers must follow the return conditions in the listing
• Returns must comply with UK consumer law where applicable

If you are purchasing from a business seller, you have the right to:

• Reject faulty or misdescribed goods within 30 days for a full refund
• Request repair/replacement after 30 days
• Receive goods that are as described, of satisfactory quality, and fit for purpose

These rights apply regardless of the seller's stated return policy.

Under UK law, when buying from a business seller online, you may have the right to:

• Cancel your order within 14 days of delivery
• Receive a full refund, including standard delivery costs

Exceptions may apply for

• Custom-made or personalised items
• Sealed items (if opened and not suitable for return)
• Items clearly marked as exempt under law

Buyers must

• Return items within 14 days of cancellation
• Keep items in reasonable condition

Return postage costs may be the buyer's responsibility unless otherwise stated.

An item may be eligible for return/refund if:

• Undisclosed damage or defects
• Incorrect or missing items
• Item significantly differs from description
• Counterfeit or inauthentic goods

Process

1. Contact seller via Ethnique messaging
2. If unresolved, contact hello@ethnique.com
3. Provide evidence (photos, description)

Ethnique may

• Approve returns
• Issue refunds
• Take action against sellers

1. Contact seller via Ethnique platform
2. Escalate to Ethnique Support (hello@ethnique.com)
3. Return approval issued if eligible
4. Ship item within 5 days of approval
5. Provide tracking details
6. Refund issued after verification

Sales Cancellations

• Orders can be cancelled before dispatch
• After dispatch → follow returns process

Fees

Payment processing and platform fees are non-refundable, unless required by law.

Change-of-Mind Cancellations

Includes:

• No longer needed
• Customs charges
• Personal preference

Rules

• Before dispatch → refund minus fees
• After dispatch → return process applies

For international purchases, buyers are responsible for:

• Import VAT
• Customs duties
• Clearance fees

These are set by authorities and outside Ethnique's control.

Refusal to accept delivery due to customs charges may result in return costs deducted from refund.

• Cancel up to 72 hours before start → full refund
• Within 72 hours → non-refundable
• Subject to individual provider terms

• Issued to original payment method
• Processed after item verification
• Platform/service fees are non-refundable unless legally required

• Misrepresentation → seller covers return shipping
• Change-of-mind → buyer pays return shipping
• Legal rights may override this

• Ethnique does not guarantee seller listings accuracy
• Not liable for transactions outside platform
• Acts as mediator, not principal seller

Ethnique offers Purchase Protection to:

• Support dispute resolution
• Provide refunds in qualifying cases
• Maintain marketplace trust

For support, contact:

hello@ethnique.com

You can also visit our contact page for general enquiries.