Refunds and Returns Policy

Summary

Your legal right to cancel (EU and UK customers)

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance contract. In practice this means:

• You may cancel within 14 days of receiving the goods.
• You do not need to give a reason.
• You do not need to contact us before sending the goods back, but it helps us match the return to your order if you do.
• We refund the price you paid for the goods. If you cancel your entire order within the cancellation period, we also refund the standard delivery cost. If you chose a more expensive delivery option, we refund only the standard rate.
• If you return only part of an order, we do not refund the delivery cost.

Our promise to every customer

We apply the same 14-day window to all customers, wherever you live, even where no law requires it. The conditions below are the same for everyone.

How to start a return

1. Email hello@seekmyshop.com within 14 days of delivery.
2. Include your order number, the item you want to return, and whether you want a refund or a replacement.
3. We reply within 2 business days with the return address and any instructions specific to your item.
4. Send the item back within 14 days of telling us, and email us the tracking number.

Condition of returned items

You may inspect and handle an item the way you would in a shop. Beyond that, we ask that returned goods are unused, clean, and in their original packaging with any accessories included. If an item is returned in a condition that shows it was used beyond inspection, we may reduce the refund to reflect the loss in value. We will always tell you before doing so, and you may ask us to send the item back instead.

Return shipping

• Change of mind — you pay for return postage, and we do not reimburse it.
• Faulty, damaged or incorrect item — we cover the cost. Send us a photo of the item and the packaging, and we will either send a prepaid label or reimburse your postage once we receive the tracking receipt.
• Please use a tracked service. We cannot refund an item that is lost on its way back to us unless it was returned with a prepaid label we provided.

Refunds: method and timing

1. We refund to the original payment method. We cannot refund to a different card, account or person.
2. We process the refund within 14 days of receiving the returned goods, or of receiving proof that you sent them, whichever comes first. In practice we usually process it the day the parcel arrives.
3. Once we process the refund, your bank or payment provider may take a further 3 to 10 business days to show it on your statement. That delay is outside our control.
4. If more than 15 business days have passed since we confirmed the refund and you still cannot see it, email us with your order number and we will chase it.

Faulty, damaged or incorrect items

Tell us within 48 hours of delivery where you can, with photographs of the item and the outer packaging. You choose whether you want a replacement or a refund. If the same fault appears later, this does not affect your statutory rights: in the EU you have a legal guarantee of conformity for at least 2 years from delivery, and equivalent rights apply in the UK under the Consumer Rights Act 2015. In those cases we will repair, replace or refund as the law requires.

If your parcel does not arrive

International delivery normally takes 10 to 25 days. If that window has passed, contact us rather than opening a dispute straight away, and we will open a trace with the carrier. If the parcel is confirmed lost, you choose between a replacement and a full refund. If tracking shows delivery to your address, please check with neighbours and your local post office first, and then contact us.

What cannot be returned

• Sealed goods that were unsealed after delivery and cannot be returned for hygiene reasons, where this is permitted by law.
• Items damaged by misuse, accident, or normal wear and tear.
• Items personalised or made to your specification, and gift cards or digital products.
• Items returned after the 14-day window.

Nothing in this list is intended to remove rights that the law gives you and that cannot be excluded by agreement.

Customs duties and import charges

Import duties, taxes and customs handling fees are set and collected by the authorities in your country, not by us. We cannot refund them, and we cannot reimburse charges a courier collects on your behalf. Where your order qualifies for our IOSS arrangement, VAT on eligible EU orders is collected at checkout and is included in the price you pay, in which case there is nothing further to pay on arrival.

Please contact us before opening a payment dispute

If something has gone wrong, email us first. Almost every problem is solved faster by a two-line email than by a bank dispute, which can take weeks and freezes the funds involved. We would rather fix it directly.

Contact

SeekMyShop, To be published before launch. Email hello@seekmyshop.com. We reply to all refund and return requests within 2 business days.