Returns Policy

1. NetsMarket is a marketplace, not a retailer

Items on NetsMarket are sold by individual sellers, not by us. This policy explains how refunds actually work on the platform today — it isn't a substitute for your other legal rights as a consumer, which depend on the circumstances of your purchase.

2. If your item is never shipped

Sellers have a deadline to ship after a sale. If a seller cancels before shipping, or misses their shipping deadline, you're automatically refunded in full — no request needed on your part.

3. After your item is delivered

Once your order is marked delivered, you have a window to check it before the seller is paid. If everything's as described, you can confirm receipt straight away so the seller gets paid, or simply do nothing — the seller is paid automatically once the window passes.

If something's wrong — the item doesn't match the listing, arrived damaged, or isn't genuine — use the "Something wrong with this order?" option on your order before the seller is paid. This pauses the payout and flags your order for us to review, rather than the seller being paid automatically while your report is outstanding.

4. How reported issues are resolved

We review reported issues on a case-by-case basis, which may include contacting you and the seller for more information. Outcomes can include releasing the payout to the seller, or refunding you, depending on what actually happened. We aim to resolve reports promptly, but this isn't a fixed-timeframe automated process.

5. Your other rights

Nothing in this policy limits any other rights you may have under UK consumer law. If you're unsure of your rights in a particular situation, you can contact us or seek independent advice.

6. Contact

Questions about a return or a specific order can be sent to support@netsmarket.co.uk.