Returns
Returns policy
We want you to be happy with what you buy. This page explains how returns work and the rights you have as a UK consumer.
1. Returns go through the marketplace you used
We sell through eBay, Amazon UK, Vinted and Facebook Marketplace. Please start any return through the platform where you bought, using its returns or "problem with order" process. This keeps your order covered by that platform's buyer protection (for example eBay Money Back Guarantee, Amazon's A-to-z Guarantee or Vinted Buyer Protection). Each platform's own rules and time limits also apply, and where they give you more protection than this policy, you keep that extra protection.
2. Your 14-day right to cancel (change of mind)
As we're a business selling online, the Consumer Contracts Regulations 2013 usually give you the right to cancel your order:
- You can cancel within 14 days of receiving the item, without giving a reason.
- Once you've told us, you then have 14 days to send the item back.
- We'll refund the price and the standard delivery charge within 14 days of receiving the item back, or of you giving us proof that you've sent it, whichever is sooner.
- Unless the listing says otherwise, you pay the cost of returning the item for a change-of-mind return.
- Please return items in the condition you received them. You can handle an item to check it, as you would in a shop. If it has been worn or handled more than that, we may reduce the refund to reflect any loss in value.
Some items can't be returned once unsealed for health or hygiene reasons (for example, pierced earrings or sealed underwear). Where this applies, the listing will say so.
3. Faulty or not as described
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. For pre-owned goods, this takes into account the item's age, price and the condition described in the listing.
- If an item is faulty or not as described, you can reject it for a full refund within 30 days of receiving it.
- After 30 days, you're entitled to a repair or replacement, or, if that isn't possible, a refund (which may be reduced to reflect use).
- We'll cover reasonable return postage for faulty or not-as-described items.
These rights aren't affected by this policy or by the marketplace you used.
4. How to contact us about a return
Message us through the marketplace order, or email hello@hanscroft.co.uk with your order number, the platform you used, and a short description (with photos if the item is faulty).
This page is a plain-English summary of how we handle returns and of your main legal rights. It isn't legal advice. For independent guidance, see Citizens Advice.