Products displayed on Varitya are normally offered by independent Sellers operating their own Stores. The Product page and Order details identify the Seller from whom you are buying.

The underlying sale is ordinarily between you and that Seller. The Seller is responsible for the Product, its description, availability, fulfilment, delivery, customer service and legally required remedies.

Varitya supplies the marketplace infrastructure. This can include Product discovery, Store pages, cart and checkout technology, Order records, Seller payment integrations, messaging, reviews, returns tools, notifications and administrative support.

The independent Seller is ordinarily responsible for delivering the goods that it sold to you. The Seller may deliver the parcel itself or instruct a postal service, courier, fulfilment warehouse or other carrier to do so.

The fact that a courier physically handles the parcel does not normally transfer the Seller's contractual delivery responsibility to you. If the courier cannot resolve a problem, your primary point of contact for the purchase should be the Seller.

Before committing to a purchase, review:

• the name of the Seller;
• Product description, size, colour, specifications and selected variant;
• Product price and currency;
• whether the Seller delivers to your country/postcode;
• available delivery methods;
• delivery cost;
• estimated or agreed delivery timeframe;
• the Seller's returns information;
• any product-specific return restrictions that are lawful and clearly disclosed;
• international customs/import information where relevant; and
• the delivery address entered at checkout.

Sellers are responsible for presenting legally required delivery and returns information clearly before purchase.

A Seller may show an estimated delivery period, dispatch period or specific delivery date. Read the Product and checkout information carefully because dispatch time and delivery time are not necessarily the same thing.

For UK consumer sales, where no different delivery period has been agreed, goods generally must be delivered without undue delay and ordinarily within 30 days of the contract being entered into.

If a particular delivery date is essential—for example, the Seller has agreed that delivery by a specific date is essential—different remedies may apply if that deadline is missed. Contact the Seller promptly.

The relevant Seller determines the delivery methods and charges offered for its Store, subject to applicable law and Varitya's supported settings.

Delivery charges should be made clear before you commit to pay. Optional premium delivery services should not be added without the Buyer's express agreement.

Where different Sellers are included in a shopping session, each Seller may apply its own shipping method and charge because the Products are being fulfilled independently.

Varitya is a multi-store marketplace. If you buy products from more than one Store, Varitya can separate the transaction into individual Seller Orders.

This means:

• each Seller may dispatch at a different time;
• different couriers may be used;
• different shipping charges may apply;
• tracking references may be different;
• different currencies may apply to different Store Orders;
• a return must normally be sent to the Seller responsible for that item; and
• one Seller's delay does not necessarily affect another Seller's Order.

Where tracking is available, the Seller may add a carrier and tracking reference to the Order. You may then be able to follow delivery progress from your Varitya Buyer account or the carrier's own tracking service.

Carrier tracking is supplied by the carrier and may occasionally be delayed, incomplete or inaccurate. A tracking scan does not override your legal rights where goods have not actually been delivered to you as required.

1. Review the promised timeframe. Check whether the Seller gave a fixed date or only an estimate.
2. Check tracking. Look for attempted delivery, customs delay, collection-point or address information.
3. Contact the Seller. Use the Order/message function and quote your Order reference.
4. Allow a reasonable opportunity to investigate where the law permits, particularly if a courier trace is needed.
5. Exercise your rights if the delay is not resolved. Depending on the circumstances and applicable law, this may include requiring delivery within an additional appropriate period or ending the contract.

The Seller should not simply tell you that a late parcel is "the courier's problem" and refuse to assist where the Seller remains responsible for delivery.

Contact the Seller. The Seller may need to open an investigation or claim with its chosen carrier because the Seller is normally the carrier's customer.

You should provide reasonable information that can help the investigation, but the Seller should not require you to resolve the Seller's own carrier contract before considering your consumer rights.

If the Seller confirms loss, or delivery does not take place as legally required, the Seller should provide the remedy required by applicable law—such as replacement or refund where appropriate.

First check:

• the precise delivery address on your Order;
• safe-place information;
• reception, concierge or building mailroom;
• household members;
• neighbours, where the tracking indicates a neighbour delivery; and
• carrier proof-of-delivery information.

If the parcel remains missing, contact the Seller. The Seller may investigate GPS/scanning, delivery photographs, signatures or carrier records.

A carrier status of "delivered" is evidence to investigate; it does not automatically settle every dispute where the Buyer says the goods were not actually received.

Buyers are responsible for entering accurate delivery details. If you notice an error, contact the Seller immediately.

If the Order has not yet been dispatched, the Seller may be able to correct the address. For security reasons, some Sellers/carriers may not permit an address change after dispatch.

If a parcel is delivered correctly to the address supplied by the Buyer, the outcome can differ from a situation in which the Seller or courier delivered it to an address other than the one the Buyer correctly provided.

If a carrier cannot complete delivery, it may leave instructions for redelivery or collection. Follow the carrier's instructions promptly.

If a parcel is returned to the Seller because the Buyer repeatedly failed to accept delivery or provided an unusable address, the Seller should handle the Order in accordance with applicable law and any fair, clearly disclosed Seller terms. Legitimate additional costs may be treated differently from delivery failures caused by the Seller or carrier.

Contact the Seller as soon as reasonably possible. Do not assume you must pursue the courier yourself simply because the damage occurred during transport.

Where practical, keep:

• photographs of the damaged Product;
• photographs of the external packaging;
• photographs of internal protective packaging;
• the shipping label;
• the Product itself; and
• your Order and communication records.

This evidence can help the Seller assess your remedy and make any separate carrier claim. Evidence requests should remain proportionate and should not be used to unfairly obstruct a valid statutory remedy.

If the Seller sends the wrong Product, wrong size/colour/variant, or omits part of the Order, contact the Seller through the relevant Order.

The Seller should provide an appropriate remedy consistent with the contract and applicable law. You should not normally be expected to bear return costs that arise because the Seller sent goods that did not conform to the Order.

Change-of-mind returns and faulty-goods rights are different.

For UK consumer purchases, goods must meet statutory standards including satisfactory quality, fitness for purpose where applicable and correspondence with description. Depending on the circumstances and timing, remedies can include rejection/refund, repair, replacement, price reduction or final rejection.

A Seller's statement such as "no returns" cannot lawfully remove mandatory rights relating to faulty or misdescribed goods.

If you want to cancel before dispatch, use any cancellation function available for the Order or contact the Seller promptly.

Whether cancellation can be completed immediately may depend on Order status and applicable rights. If fulfilment has already progressed, the Seller may need to treat the request under the applicable distance-sale return process rather than simply stopping dispatch.

A cancellation status and a completed refund are not the same thing. Where payment has already been taken, check the Order/payment information for confirmation that the refund has actually been processed.

Your rights depend on where you live, the Seller, the type of Product and applicable law.

UK consumers buying many goods online generally have statutory cancellation rights even when the Product is not faulty. Sellers may also offer a more generous voluntary returns policy.

A voluntary Seller policy can add to your statutory rights but should not be presented as a replacement for them.

For many UK consumer purchases made online, the Consumer Contracts rules provide a cancellation period. In general, a consumer can notify the Seller that they wish to cancel within 14 days after receiving the goods. After giving that notice, the consumer generally has a further 14 days to send the goods back.

Different rules and exclusions can apply depending on the Product. Sellers must provide required pre-contract cancellation information.

If legally required cancellation information is not provided correctly, the statutory cancellation period may be extended.

Statutory change-of-mind cancellation rights do not apply in exactly the same way to every Product. Depending on applicable law, exceptions or special conditions may cover categories such as:

• goods made to the Buyer's specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• certain sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
• certain sealed audio, video or software products once unsealed;
• goods inseparably mixed with other items after delivery; and
• other legally defined exceptions.

The precise legal exception must apply. A Seller cannot simply label an ordinary Product "non-returnable" to avoid mandatory rights.

Faulty, unsafe or misdescribed goods may still give rise to separate remedies even where a change-of-mind cancellation exception applies.

1. Open My Varitya. Go to your Orders area.
2. Select the correct Seller Order. This is especially important for multi-Seller purchases.
3. Open the return/request option if available for that Order, or message the Seller.
4. Choose the correct item and reason. Explain whether the Product is faulty, damaged, wrong, incomplete or simply unwanted.
5. Add useful evidence where the workflow supports it and evidence is relevant.
6. Wait for return instructions. Do not send a parcel to an unrelated Varitya address or another Seller.
7. Package the item appropriately.
8. Use the instructed return method and keep proof of posting/tracking.
9. Monitor the return/refund status in your Order area and communications.

For an ordinary UK distance-sale cancellation, consumers can generally inspect goods in a manner broadly comparable to what would reasonably be possible in a shop. Excessive handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may affect the amount refundable where the law permits a deduction.

Where possible, return all components, accessories and relevant packaging. However, a Seller should not misrepresent packaging preferences as a basis for removing statutory rights.

Faulty-goods claims should be assessed according to the applicable consumer-rights rules, not merely under an ordinary change-of-mind policy.

The answer depends on why the Product is being returned.

Always check the specific Seller's return instructions before purchasing and before sending goods back.

Because you ordinarily purchase from the independent Seller and your marketplace payment is processed through that Seller's enabled payment arrangement, the Seller is ordinarily responsible for initiating an approved refund through the relevant payment provider.

Varitya may provide the Seller with refund controls and may record refund status. This does not mean that Varitya centrally holds all Seller sales proceeds.

A return request, approved cancellation and completed payment refund are separate stages. Do not assume that money has been returned until the payment/refund status confirms it.

For applicable UK statutory distance-sale cancellations, the Seller generally has to refund the basic/standard outbound delivery charge paid for the Order.

If the Buyer chose a more expensive delivery service than the least expensive standard delivery method offered by the Seller, the Seller does not generally have to refund the additional premium above the standard delivery amount solely because of a change-of-mind cancellation.

Different considerations can apply where the Seller breached the contract, goods were faulty, or delivery itself failed.

For applicable UK change-of-mind distance-sale returns, the Seller generally must refund within 14 days of receiving the goods back, subject to the rules that govern when the Seller may wait for return of the goods or evidence that they have been sent.

Once the Seller/payment provider has processed a refund, your bank, card issuer or payment provider may take additional time to display the credit. That external processing period can vary by provider.

If the Varitya Order indicates a refund was initiated but you have not received it after a reasonable provider-processing period, contact the Seller first and provide the Order reference.

Depending on why the Product is being returned and the applicable legal rules, the appropriate remedy may be a refund, repair, replacement, price reduction or another outcome.

A voluntary size/colour exchange is different from a legal remedy for faulty or non-conforming goods. Sellers should distinguish the two clearly.

Stock availability can affect whether a voluntary exchange or replacement is practicable.

Varitya is designed to support Sellers that choose to serve more than one country. If you buy from a Seller located outside your country, delivery may involve:

• longer transport times;
• international carriers and local delivery partners;
• customs processing;
• import VAT/duties or handling charges where applicable;
• country-specific product restrictions;
• additional tracking gaps during handover between carriers; and
• higher or more complex return-shipping costs.

The Seller remains responsible for accurately describing where it delivers and for complying with applicable legal obligations when selling into the Buyer's market.

UK-specific rights described on this page should not be assumed to be identical in every country. Buyers may also have mandatory protections under the law applicable to them.

Cross-border Orders may attract import VAT, customs duty, brokerage or carrier handling charges. The way these charges are collected depends on the countries involved, the value and type of goods, the Seller's arrangements and applicable tax/customs rules.

Sellers should clearly disclose information they are legally required to provide before the Buyer commits to purchase.

Buyers should review international-delivery information carefully. A charge imposed by a customs authority or carrier is not automatically a Varitya charge.

Do not send an international return without first obtaining the Seller's return instructions. Customs declarations and return labels may need to show that the parcel is a returned item rather than a new commercial sale.

Keep proof of posting and, where practical, use a trackable service. Responsibility for return costs depends on the reason for return, applicable law and the Seller's lawful policy.

If import charges were paid on the original shipment, any process for reclaiming them may be separate from the Seller's Product refund and may depend on customs rules.

Where relevant, keep:

• your Varitya Order number;
• the Seller's name;
• Product/variant information;
• tracking number and carrier;
• proof of posting for a return;
• delivery photographs or carrier notices;
• photographs of damage or incorrect goods;
• serial numbers where relevant;
• messages exchanged with the Seller; and
• refund/payment references.

Avoid sending unnecessary sensitive information. Never send passwords or complete payment-card details through marketplace messages.

A Seller should normally:

• review the Order and tracking information;
• communicate clearly with the Buyer;
• investigate the carrier where necessary;
• avoid sending the Buyer in circles between Seller and courier;
• provide accurate return instructions;
• apply statutory rights correctly;
• process an approved replacement/refund in a timely manner;
• keep the Order status reasonably current; and
• cooperate with eligible Varitya dispute/escalation processes.

Your first contact for a Product-delivery or return issue should ordinarily be the Seller. Varitya may provide platform-level support or escalation where:

• you cannot access the relevant Order or messaging tools;
• there is a technical problem with the marketplace;
• you have attempted to resolve an eligible issue with the Seller and the available process allows escalation;
• you suspect fraud, prohibited activity or serious marketplace abuse;
• there is a product-safety concern; or
• Varitya needs to enforce its marketplace rules.

Varitya may review relevant Order records, status changes, messages, payment events, tracking information and return records to help administer an escalation.

If a genuine Order problem exists, use the Seller's return/refund process first where appropriate. A chargeback is a separate process governed by the relevant bank, card scheme or payment provider.

Do not file a false chargeback for goods you received correctly or use a chargeback merely to avoid following a legitimate return process. Sellers may provide Order, delivery and communication evidence to the relevant payment provider.

Varitya and Sellers may investigate suspected abuse, including false non-delivery claims, return of a different item, manipulated tracking, fabricated damage or repeated misuse of refund processes.

Appropriate action may include account restrictions, preservation of evidence, payment-provider disputes or reporting to competent authorities where lawful.

Legitimate fraud-prevention controls must not be used to obstruct genuine consumer rights.

Varitya support: [SUPPORT EMAIL]