Refund Policy

Desi Closet is operated by an independent UK-based sole trader. This policy explains how refunds work for purchases made on the platform.

Cancel before shipping

You can cancel any order and receive a full refund any time before the seller marks the item as shipped. Use the "Cancel & refund" button on your orders page. Refunds return to the original card via Stripe and usually settle within 5–10 business days.

After shipping — Buyer Protection

Once an item is marked shipped, funds are held by Desi Closet in escrow. You have until you confirm delivery (or 5 days after the shipped date, whichever comes first) to:

• Confirm receipt — funds release to the seller.
• Report a problem — opens a dispute, releases are paused, our team reviews within 5 business days during beta (target: 3 business days at scale).

Disputes require a written description (at least 10 characters) and at least one photo showing the issue. Without photos we cannot fairly arbitrate and the dispute will be declined.

When we refund

We refund in full when one of the following is established:

• The item never arrives despite a reasonable wait (typically 14 days after shipping).
• The item is significantly not as described (wrong size, materially different from listing, undisclosed damage).
• The item is counterfeit or otherwise illegal to sell.

When we don't refund (peer-to-peer sales)

Where you buy from a private seller (not a trader), we will generally not refund if:

• You changed your mind after the item shipped — this is a peer-to-peer marketplace, not a retail return.
• The item matches the listing description and photos, including the stated condition.
• Damage occurred because you mishandled the item after delivery.

When you buy from a trader (Consumer Rights Act 2015)

Where the seller is acting as a business (a "trader") you have additional statutory rights that this policy does not limit:

• 14-day cooling-off right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — you may cancel for any reason within 14 days of receiving the item, even if your mind has simply changed.
• Right to a refund, repair, or replacement under the Consumer Rights Act 2015 if goods are faulty, not as described, or unfit for purpose.

These statutory rights override the "when we don't refund" section above for trader sales.

Chargebacks

Before raising a chargeback with your bank, please open a dispute with us first — we can usually resolve issues faster and chargebacks may take 30–90 days. If we've already refunded you, do not also chargeback; both refunds will be reversed and the duplicate may be withheld.

Complaints & escalation

If you're unhappy with how a refund was handled, email support@desicloset.co.uk with the subject "Refund complaint". We'll acknowledge within 5 business days and respond substantively within 28 days.

If we still can't resolve it, you may take the matter to your local Trading Standards office via Citizens Advice or to the County Court small-claims track.

Need help?

Email support@desicloset.co.uk with your order ID.