Returns & Refund Policy

At Gathered | The Marketplace, we want you to be completely delighted with your purchase. Because our marketplace brings together independent brands and boutique sellers, returns and refunds are processed by each individual seller in accordance with UK consumer standards and our platform policies.

1. Right to Cancel (Change of Mind)

Under UK consumer laws, you have the right to change your mind and cancel your purchase for most items:

• Notification Window: You must notify the seller or Gathered support within 7 calendar days of receiving your item that you wish to return it.
• Return Window: Once you have notified us, you have a further 7 calendar days to send the item back directly to the seller.
• Condition: Returned items must be unused, in their original condition, and returned in their original packaging.

Please note: Unless an item is faulty or incorrect, you will be responsible for paying the return postage costs.

2. Exceptions & Non-Returnable Items

For safety and customisation reasons, standard "change of mind" returns cannot be accepted for:

• Personalised or Custom-Made Products: Goods crafted, altered, or made to order specifically for you.

Your statutory rights regarding faulty or misdescribed items remain unaffected for all product types.

3. Damaged, Faulty, or Incorrect Items

We take great care to ensure orders arrive safely, but if something goes wrong:

• Reporting an Issue: If your order arrives damaged, defective, or does not match the description, please contact the seller or Gathered support as soon as possible after delivery with a brief description and photos of the issue.
• Remedies: You are entitled to a full refund, repair, or replacement.
• Return Shipping: If a return is required for a damaged, faulty, or incorrect item, the seller will cover the return delivery costs or provide a prepaid return label.

4. How to Request a Return or Refund

1. Contact Gathered Customer Support: Contact our Gathered Customer Support team with your order reference number.
   Email: gatheredmarketplace@outlook.com
2. Package the Item: Securely package the item in its original condition. Include any order slips or details requested by the seller so they can identify your parcel.
3. Send the Item: Dispatch the parcel to the return address provided by the seller. We recommend using a tracked service for peace of mind.

5. Processing Your Refund

• Inspection: Once the seller receives your returned item, they will inspect it to ensure it meets return conditions.
• Refund Payment: Approved refunds will be issued back to your original payment method (e.g., credit card, debit card, or PayPal).
• Timing: Refunds will be processed within 3 to 5 working days (and no later than 14 days as required by law) of the seller receiving and inspecting the returned item.