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Returns

Version 1 · In force from 7 November 2026

Everything on Aquilative Marketplace is made and sold by independent Vendors: Your contract for each item is with the Vendor shown in its Seller details. Each Vendor looks after returns of their own items, and We – Aquilative Technologies Limited T/A Aquilative Marketplace – take payment and make refunds on their behalf.

Changed Your Mind?

  • You can cancel any item, without giving a reason, within 14 days after the day You receive it (if a Vendor sends Your items in several parcels, after the day You receive the last of them). Each Vendor's 14 days are counted separately.
  • To cancel, use Cancel Items on Your order page or the link in Your order confirmation – We'll email You straight away to confirm. Or tell the Vendor using Contact the Store or the email address in their Seller details, or tell Us (We receive cancellations on the Vendor's behalf) at support+dev@aquilativemarketplace.com, with Your order number. You can also use the model cancellation form in Our Terms of Sale.
  • Send the item back within 14 days of telling them. You pay the return postage. We recommend a tracked service, and keeping proof of postage.
  • Your refund – the item and, if You return everything from that Vendor, the standard delivery You paid – comes to Your original payment method without undue delay, and within 14 days of the item being received back (or of proof You've posted it, or of Your cancelling if it hadn't been sent yet). You'll get a credit note by email. Your refund never waits on anything between Us and the Vendor.

What Can't Be Returned

Items personalised for You or made to Your specification can't be returned for a change of mind – unless they're faulty or not as described. Other items made to order (made when You order them, but not to Your own specification) can be returned like anything else. Sealed items that can't be returned for hygiene reasons once opened, and items that deteriorate quickly, are also excluded – see Our Terms of Sale.

Faulty or Not as Described?

Your legal rights always apply. Within 30 days of delivery You can reject faulty or not-as-described items for a full refund; after that You can ask for a repair or replacement, and if that doesn't work, a refund or price reduction. Tell the store or Us as soon as You can – photos help, but aren't required. You don't pay to return faulty items – the Vendor does.

Need Help?

If the Vendor doesn't reply, or You can't agree something with them, contact Us using our contact form or by email at support+dev@aquilativemarketplace.com. We'll look into it and tell You what happens next – this never limits Your legal rights.

These returns form part of Our Terms of Sale.