Returns and refunds

Changed your mind

Business sellers. You have 14 days from the day the item arrives to tell the seller you are cancelling, and a further 14 days to send it back. You do not need a reason. The seller refunds what you paid, including the cheapest postage they offered — but you normally pay to return it, unless the listing says otherwise.

Private sellers. There is no right to change your mind. A private seller may agree to take something back, but they are not obliged to.

Cancellation does not apply to items made to order, to sealed audio or software once the seal is broken, or to a vehicle bought by enquiry rather than through checkout.

It is faulty

Business sellers. Under the Consumer Rights Act 2015 the item must be of satisfactory quality, fit for purpose and as described. Within 30 days you can reject it and get a full refund. After that, the seller gets one chance to repair or replace before you can claim a refund, which may be reduced to reflect the use you have had.

“Satisfactory quality” takes the price and the condition grade into account. A phone sold as Used — Grade C with a cracked back at a third of retail is not faulty because it has a cracked back; that is what you bought.

Private sellers. No quality guarantee applies. Items sold as Damaged — for spares or repair carry no working guarantee from anyone.

It is not what was described

This one applies to every seller on Microcity, private or business. If the item that arrives is materially different from the listing — wrong model, undisclosed damage, missing parts that were pictured, a condition grade that does not match what turned up — you are entitled to send it back for a full refund, and the seller pays the return postage.

It never arrived

Wait until the estimated delivery window has passed, then open a case. Where the seller used a tracked service the tracking decides it. Where they did not, the risk sits with the seller: it is their job to get the item to you, not yours to prove it did not come.

How to open a case

1. Message the seller first, from the order page. Most problems are a misunderstanding and are fixed in a day.
2. If you cannot agree within three working days, open a case from the same page.
3. Send us photographs and the message history. We decide on the evidence, usually within five working days.

We hold the seller's money for a period after delivery precisely so that a decision in your favour can actually be paid. We can refund you from those held funds without needing the seller to agree.

Refunds

Refunds go back to the card you paid with — we cannot send them anywhere else. Once we issue one, your bank normally takes three to five working days to show it. Our commission is returned to the seller on any refunded sale; we do not keep a fee on a sale that was undone.

Chargebacks

If you ask your bank to reverse the payment instead of opening a case with us, we lose the ability to look at the evidence and put it right, and the money is taken from the seller — often a person, not a company. Please open a case first. We would rather fix it than argue about it.

Related

• Buying from a private seller
• Terms of use