Returning items bought from third-party sellers

If you bought an item from a third party seller on the Open to Export Store and you want to return it, you will need to contact the seller directly. We are not responsible or liable for the return, replacement or refund for any items purchased from a third party seller. Items purchased from third party sellers need to be returned directly to the relevant seller, not to us.

Check the seller’s return policy

We recommend that you check the seller’s returns policy before buying or returning an item. You’ll find it on the seller’s information page. In the item listing, click on the seller’s name and you’ll be taken to its information page. If the seller hasn’t posted its returns policy, you can ask the seller for it using the “Contact Store” link on the seller’s information page.

Act promptly

If you’ve decided to return an item, do it promptly.

Return postage and packaging charges

In the seller’s return policy on the seller’s information page, you should find details of:

(a) the return postage required;
(b) who pays for the return postage and packaging; and
(c) the seller’s return delivery address.

The seller is usually obliged to pay for the return postage and packaging, unless the seller has expressly stated that it requires the buyer to pay for it in seller’s returns policy. Often sellers may expect you to pay the return postage and packaging unless the item is damaged, different from that listed or not in the condition listed.

Packaging

Some sellers provide pre-paid or other return postage labels and/or return slips to include in the box to speed up the returns process.

We recommend you use the original packaging of the item to send the item back to the seller. If the original packaging is no longer available, choose a box which is slightly larger than the item and use bubble wrap, scrunched up newspaper or similar material to cushion the item.

Label the package clearly and include your return address. If you are re-using an old box, make sure you completely remove or cover any previous labels or cross out the previous address information completely with a thick black marker.

Receiving a refund

Business sellers located in the UK are legally obliged to issue a refund within 30 days after they accept your return or the cancellation of your contract with them.

For payments made directly through the Open to Export Store via PayPal, PayPal will (where agreed) facilitate any refund owing to you.

Your legal rights and obligations if you are purchasing as a consumer
According to the Consumer Protection (Distance Selling) Regulations 2000, consumers in the United Kingdom who purchase items from business sellers over the internet usually have the right to return items within 7 working days after the date of receipt. The following items are excluded from the right of withdrawal:

• Custom made goods – ie goods which are tailored to your own specifications (such as tailored suits).

• Goods that by reason of their nature cannot be returned – e.g. medication.

• Perishable goods – eg fresh food or flowers.

• Sealed items, which have been unsealed – e.g. audio or video recordings or computer software that you have unwrapped.

• Downloadable items – eg music, movies and software.

• Newspapers, periodicals or magazines

• Accommodation, transport, catering or leisure services– ie the seller has agreed to supply a service on a set date or within a set time period (for example, flights, train tickets, car rental, hotel accommodation, or tickets to concerts or sporting events).

• Lotteries and bets

• Services commenced before the 7 day withdrawal period – ie services which start with your agreement within the 7 day period lose the right of withdrawal, provided you have been given information (before performance of the services begins) as to how the right to cancel may be affected by the services beginning within the 7 days.

Business sellers must inform consumers about their right of withdrawal before the purchase.

Private sellers may voluntarily offer returns.

Disputes about returns or refunds

If there was a problem with your order, and you are not happy with the way the seller dealt with your return, in certain circumstances, you can, where the relevant payment was made directly through the Open to Export Store via PayPal, raise a dispute through PayPal’s Dispute Resolution Procedure.

Last updated: 18 January 2013.

© hibu (UK) Limited, January 2013.