Returns & Refunds Policy
How returns and refunds work on CZAAH, and how your rights differ depending on whether you bought from a private seller or a business.
- Version 2.0.1
- In effect from 21 September 2026
- Updated 26 October 2026
How returns and refunds work on CZAAH, and how your rights differ depending on whether you bought from a private seller or a business.
CZAAH is a marketplace that connects buyers and sellers. Some sellers are private individuals, while others may be businesses or professional sellers. Your return and refund rights can therefore depend on who you bought from and why you want to return the item.
If you buy from a private seller, you do not automatically have a right to return an item simply because you changed your mind, ordered the wrong size, no longer want it, or do not like it.
However, CZAAH Buyer Protection may apply where the item:
If the issue is accepted under CZAAH Buyer Protection, CZAAH may require the item to be returned before a refund is issued.
If a seller is acting as a business, trader or professional seller, different consumer rights may apply.
For many online purchases from UK traders, consumers generally have a 14-day cancellation period beginning after receipt of the goods, subject to legal exceptions. Certain goods may be excluded, including some personalised, perishable or other exempt goods.
Business sellers must also comply with applicable consumer law concerning faulty, misdescribed or unsuitable goods. UK guidance states that goods sold by traders must be as described, of satisfactory quality and fit for purpose.
Where statutory consumer rights apply, nothing in this policy removes or restricts those rights.
A buyer should report an issue through the CZAAH order page as soon as possible after delivery.
The buyer may be asked to provide:
CZAAH may pause completion of the transaction while the issue is reviewed.
Do not return an item before the return has been approved through CZAAH.
Where a return is approved, CZAAH will provide instructions explaining:
Where available, CZAAH may provide a Royal Mail or other supported carrier return label.
The party responsible for return postage may depend on the reason for the return.
Where the seller sent the wrong item, materially misdescribed the item, or the item is faulty or damaged in circumstances where the seller is responsible, CZAAH may require the seller to bear the reasonable return cost.
For a lawful change-of-mind return from a business seller, the buyer may be responsible for the direct cost of returning the goods where the seller has properly informed the buyer of that responsibility, unless the seller or applicable law requires otherwise. Government guidance says online traders must tell consumers in advance if consumers will bear cancellation-return costs.
CZAAH will show the applicable return arrangement before the buyer confirms the return.
Returned items should normally be:
Buyers must not substitute, alter or intentionally damage an item before returning it.
Tracking or proof of postage should be retained until the return has been completed.
Where CZAAH approves a refund, the refund will normally be sent back through the original payment method.
For business-to-consumer cancellation rights, UK rules generally require reimbursement within the applicable statutory period, and traders may in certain cases wait until they receive the goods back or receive evidence that they have been sent back.
Where the purchase was from a private seller and the refund is being made under CZAAH Buyer Protection, CZAAH may process the refund after:
Where supported by CZAAH's payment system, seller settlement may be delayed while an eligible delivery problem, return or dispute is being reviewed.
CZAAH will not rely solely on a buyer or seller manually changing an order status where payment or refund decisions require trusted delivery or payment information.
Different return rules may apply to certain categories, including where permitted by law:
Applicable legal rights always take priority over this policy.
CZAAH may restrict accounts or reject protection claims where there is evidence of abuse, including:
This does not affect statutory consumer rights.
CZAAH provides the marketplace, payment, delivery and dispute infrastructure but is not necessarily the seller of the item.
The seller's identity and status should be shown clearly on the listing or checkout where required.
CZAAH may assist with disputes and may make decisions under CZAAH Buyer Protection, but this does not replace any rights a buyer may have directly against a business seller under applicable law.
For return or refund issues, buyers should first use the Report a problem option in the relevant CZAAH order.
For general support: