Return & Refund Policy

Last Updated: June 2026

1. Overview

At Smanes, we want both buyers and sellers to feel confident in their transactions. This policy outlines your rights to return items and request refunds under UK consumer law and Smanes’ marketplace standards.

Key Principle: Buyers have a statutory right to return items within 14 days of delivery (distance selling). The cost and responsibility depend on the reason for return.

2. Buyer Rights: 14-Day Statutory Return Window

2.1 Your Right to Return

Under the Consumer Contracts Regulations 2013, you have the right to cancel an order and return an item for any reason within 14 days of receipt, no questions asked. This applies to:

  • New items
  • Lightly used items
  • Any condition, including unopened

2.2 How to Initiate a Return

  1. Contact the Seller: Message via the Smanes Platform within 14 days of delivery
  2. State Your Reason: Changing mind, defective, doesn’t match description, etc.
  3. Seller Responds: Seller has 24 hours to reply with return instructions
  4. Return Shipping: Follow seller’s instructions for sending the item back
  5. File a Return Request in Smanes: Formally request the return in your account; this protects both parties

After 14 days, returns are NOT guaranteed and are at the seller’s discretion.

3. Return Costs & Responsibility

3.1 Buyer Changed Mind or Doesn’t Want Item

Who Pays Return Shipping? Buyer pays return postage.

Why? Under UK law, when you exercise your right to cancel for any reason (not due to defect), you bear the cost of return shipping.

Process:

  1. Obtain return label or use your preferred tracked method (Royal Mail Special Delivery, Parcelforce, etc.)
  2. Pack securely to prevent damage
  3. Ship to the seller’s address (provided by seller)
  4. Keep tracking proof
  5. Once seller confirms receipt and item condition is acceptable, refund is issued

Timeline: Refund issued within 14 days of seller confirming receipt.

3.2 Item Defective, Damaged, or Doesn’t Match Listing

Who Pays Return Shipping? Seller pays.

Why? If the item is defective, faulty, or significantly different from the listing, the seller is at fault. Shipping is their responsibility.

What Qualifies?

  • Item is broken, torn, or damaged (beyond wear expected for “lightly used” condition)
  • Item doesn’t match the description (e.g., described as “new” but heavily used)
  • Item is counterfeit or significantly misrepresented
  • Item is unsafe or poses a health risk
  • Item is missing essential components

What Doesn’t Qualify? (Buyer pays return shipping)

  • Buyer changed mind
  • Buyer misunderstood the condition
  • Buyer expected a different fit/style
  • Minor wear consistent with “lightly used” description

Process:

  1. Document the defect with photos and detailed description
  2. Message the seller with evidence
  3. If seller refuses to help, file a Smanes Dispute (see Section 5)
  4. Seller will provide a prepaid return label OR agree to refund without return
  5. Ship item back (preferably insured for high-value items)
  6. Refund issued once item is received and inspected

4. Non-Returnable Items

The following items CANNOT be returned (even within 14 days):

  • Hygiene Items Opened or Used: Hair products, makeup, skincare opened or applied (for safety/hygiene reasons)
  • Hairpieces or Extensions Worn: Wigs, bundles, or closures that have been styled, installed, or worn
  • Personalized or Custom Items: Anything custom-made or engraved for you
  • Clearance or Final Sale Items: Marked as such in the listing
  • Sealed Packages: Some items may be marked non-returnable if opened/used (seller’s discretion, clearly stated in listing)

Sellers must clearly state if an item is non-returnable. If not stated, the buyer has the right to return.

5. Refund Timeline

5.1 Standard Refunds (Change of Mind, Buyer Pays Return Shipping)

Step Timeline
Buyer initiates return within 14 days of delivery ,
Seller confirms receipt and item condition 2–7 business days after return received
Refund issued to original payment method Within 14 days of seller confirmation
Total time to refund in account Up to 21–28 days

5.2 Expedited Refunds (Defective Item, Seller Pays Return Shipping)

Step Timeline
Buyer reports defect/mismatch within 14 days ,
Seller provides prepaid return label Within 24 hours
Buyer ships item back 2–5 business days
Seller inspects and confirms receipt 1–3 business days
Refund issued Immediately upon confirmation
Total time to refund in account Up to 14–21 days

5.3 Replacement Instead of Refund

If a seller prefers to replace a defective item rather than refund:

  1. Seller ships replacement at their cost
  2. Buyer receives new item
  3. Return label for defective item provided
  4. No refund issued unless replacement is also defective

Replacement cost is the seller’s responsibility.

6. Smanes Dispute Resolution & Refund Guarantee

If a buyer and seller cannot agree on a return or refund, Smanes will intervene.

6.1 When to File a Smanes Dispute

File a dispute if:

  • Seller doesn’t respond within 48 hours of return request
  • Seller refuses to accept a valid return
  • There’s disagreement about item condition or liability
  • Seller doesn’t issue a refund within agreed timeframe
  • Buyer doesn’t receive the item after paying

6.2 Dispute Process

  1. File via Platform: Click “Report an Issue” and select “Return Dispute”
  2. Provide Evidence: Messages, photos of item condition, tracking numbers, shipping proof
  3. Seller’s Response: Seller has 48 hours to respond with their side
  4. Smanes Review: We assess evidence and decide within 7 business days
  5. Decision: We will rule in favor of buyer or seller, or suggest compromise

6.3 Smanes Refund Guarantee

Smanes will force a refund if:

  • Item is significantly different from listing (photos, condition, description)
  • Item is defective and seller refuses to refund
  • Item is damaged in shipping and seller won’t cover it
  • Seller doesn’t respond to buyer or return request
  • Buyer can prove item is counterfeit
  • Item violates Smanes’ prohibited items list

Smanes will NOT force refund if:

  • Buyer has simply changed their mind (they must pay return shipping first)
  • Item matches the listing description and condition
  • Item is in non-returnable category and was clearly marked
  • Buyer is at fault for damage (dropped, misused, etc.)

7. Partial Refunds

Smanes allows partial refunds in these cases:

7.1  Damage Caused by Buyer

If a buyer returns an item with damage caused by their misuse:

  • Seller may deduct repair cost or depreciation (typically 10–30% depending on damage severity)
  • Must provide photo evidence and detailed explanation
  • Buyer has right to dispute via Smanes

7.2 Missing Components

If a buyer returns an item missing original components (tags, packaging, etc.):

  • Seller may deduct a percentage based on impact to resale value (5–20%)
  • Must be reasonable and justified

Sellers must notify the buyer of any deductions BEFORE issuing the refund. Surprise deductions can be disputed.

8. Refund Method

Refunds are issued to your original payment method:

  • Credit/debit card → 3–5 business days to appear on statement
  • PayPal → 1–2 business days
  • Bank transfer → 2–5 business days

Smanes does NOT issue refunds to a different payment method. If you need a different arrangement, contact info@smanes.com.

9. Shipping Issues & Damage in Transit

9.1 Item Lost in Shipping

If an item doesn’t arrive:

  1. Wait for delivery window (tracking shows estimated date)
  2. Contact seller if past delivery date
  3. Seller should file a claim with the shipping carrier
  4. If claim is denied or not filed, buyer may request a refund from seller
  5. If seller refuses, file a Smanes Dispute

Seller is responsible for providing tracked shipping and handling lost item claims.

9.2 Item Damaged in Shipping

If an item arrives damaged:

  1. Document damage with clear photos (unopened packaging, damaged item)
  2. Message seller with evidence within 24 hours of receipt
  3. Seller has two options:
    • Issue immediate refund (no return necessary)
    • Provide return label and replace item
  4. If seller doesn’t respond, file a Smanes Dispute

Sellers should use appropriate packaging and consider shipping insurance for high-value items.

10. Buyer Obligations & Fraud Prevention

10.1 Return Item Condition

When returning an item, it must be:

  • In the condition you received it (allowing for normal inspection/handling)
  • Cleaned if necessary (especially for used items)
  • In original packaging or similar protective packaging
  • Complete with all tags, manuals, and original components (if possible)

Do NOT:

  • Wear, style, or use the item extensively
  • Modify or damage the item
  • Remove tags or intentionally devalue it
  • Send a different item as a “return”

10.2 Return Tracking

Always use tracked shipping (Royal Mail Special Delivery, Parcelforce) when returning items. Keep proof of shipment, tracking number, and delivery confirmation.

10.3 Fraudulent Returns

Smanes has the right to:

  • Refuse refunds for fraudulent returns (e.g., claiming non-receipt when item was delivered)
  • Investigate patterns of fraudulent returns
  • Suspend or ban accounts engaged in return fraud
  • Report to law enforcement if necessary

11. Seller Obligations & Return Acceptance

11.1 Sellers Must Accept Valid Returns

Sellers cannot refuse a return if:

  • It’s within 14 days of delivery
  • The return reason is valid (defect, mismatch, or statutory right)
  • Buyer has followed the return process

Sellers who consistently refuse valid returns will face:

  • Warnings and account restrictions
  • Suspension from selling
  • Removal from the Platform

11.2 Seller Response Time

Sellers must:

  • Respond to return requests within 24 hours
  • Provide return instructions or prepaid label within 24 hours
  • Inspect and confirm returned item within 3 business days of receipt
  • Issue refund within 14 days of confirming receipt

11.3 Return Inspection

When receiving a return, sellers should:

  • Inspect the item for condition and completeness
  • Take photos if there’s any damage or missing components
  • Note any issues that might justify a partial refund
  • Communicate findings to the buyer before deducting fees

12. Special Cases

12.1 Multiple Items in One Order

If an order contains multiple items:

  • Buyer can return all or some items
  • Each item is evaluated separately for return eligibility
  • Refund is calculated per item
  • Seller cannot force all-or-nothing returns

12.2 Bundles or Discounted Items

If items were purchased as a bundle or discount package:

  • Buyer can return items individually
  • Refund is based on individual item price, not bundle price (if applicable)
  • Sellers can document bundle pricing in case disputes arise

12.3 International Orders (If Applicable)

If Smanes expands outside the UK:

  • UK Consumer Contracts Regulations apply to UK buyers
  • Non-UK buyers’ return rights depend on their local law
  • Shipping costs for international returns are typically buyer’s responsibility

13. Exceptions & Final Sale

13.1 Final Sale Items

Sellers can mark items as “Final Sale, No Returns” if:

  • Clearly stated in the listing title and description
  • Item is significantly discounted (e.g., clearance item)
  • Buyer must acknowledge before purchase

Final Sale DOES NOT override the statutory 14-day right if:

  • Item is defective or damaged
  • Item doesn’t match the description
  • Item is unsafe

13.2 Auction or Time-Limited Listings

Items sold via auction or limited-time listings are still returnable under this policy.

14. Appeals & Disputes

14.1 Appealing a Smanes Decision

If you disagree with a Smanes dispute decision:

  1. Email info@smanes.com with “Appeal” in the subject line
  2. Provide new evidence or explanation within 14 days
  3. Smanes will conduct a secondary review within 7 business days
  4. Decision on appeal is final and binding

14.2 Escalating Beyond Smanes

If you believe Smanes has acted unfairly:

  • You may pursue mediation through an alternative dispute resolution (ADR) provider
  • You may escalate to the UK courts
  • See Terms & Conditions (Section 9) for dispute resolution procedures

15. Contact & Support

Questions about returns or refunds?

Smanes Ltd
Email: info@smanes.com
Platform: smanes.com

Response Time: We aim to respond within 48 business hours.

End of Return & Refund Policy