Returns & Exchange Policy
Last updated: 2 August 2026
Platform Disclaimer
Important: Loved By Me operates as a third-party marketplace platform connecting independent buyers and sellers. We do not sell items directly, hold inventory, or process payments. All transactions are conducted between individual users. This policy provides guidance for both buyers and sellers, but individual sellers may have their own return policies that supersede these guidelines.
Returns for Defective Items
We encourage sellers to accept returns for items that are:
- • Significantly different from the description provided
- • Have undisclosed damage, stains, or defects
- • Are counterfeit or misrepresented brand items
- • Have sizing that differs significantly from stated measurements
- • Arrive damaged due to inadequate packaging
Time limit: Returns for defective items should be requested within 7 days of receipt. Buyers should provide clear photos and detailed description of the issue.
Exchanges
Exchanges are accepted at the discretion of individual sellers. Many sellers are willing to exchange items for size or color variations if available. Buyers should inquire about exchange options before purchasing. Exchange requests should be made within 3 days of receipt, with items returned in original condition with tags attached.
UK Consumer Rights
Distance Selling Regulations: UK consumers purchasing from business sellers (not private individuals) have the right to cancel orders within 14 days of receipt without providing a reason. This cooling-off period applies to remote sales (online purchases) under the Consumer Contracts Regulations 2013.
Consumer Rights Act 2015: Items must be as described, fit for purpose, and of satisfactory quality. If goods fail to meet these standards, buyers may be entitled to a repair, replacement, or refund.
Second-hand goods: Consumer rights still apply to pre-loved items, but expectations should be adjusted for the age and nature of used goods.
Seller Types & Obligations
Selling personal items occasionally are not bound by the same consumer protection laws as businesses. Returns are generally at the seller's discretion, except for misrepresented items.
Must comply with UK consumer protection laws including distance selling regulations. Should clearly state their business status and provide appropriate return policies.
Full consumer protection laws apply. Must provide clear terms and conditions, accept returns within statutory periods, and handle complaints professionally.
International Orders
Overseas Buyers: International buyers may have different consumer rights depending on their local laws. EU consumers retain certain distance selling rights when purchasing from UK sellers.
Customs & Duties: International buyers are responsible for all customs duties, taxes, and import charges. These costs are not refundable even if the item is returned.
Return Shipping: International return shipping costs are typically the buyer's responsibility unless the item was misrepresented or defective.
Return Costs & Fees
Return Shipping: Unless the item is defective or misrepresented, buyers are typically responsible for return postage costs. We recommend using tracked and insured services.
Restocking Fees: Some business sellers may charge reasonable restocking fees (typically 10-20%) for returns of items in saleable condition.
Administrative Costs: Sellers may retain reasonable administrative fees to cover payment processing and handling costs, where legally permitted.
Original Shipping: Original shipping costs are generally not refunded unless the return is due to seller error.
Buyer Protection & Advice
Before Purchasing:
- • Check seller ratings and previous reviews
- • Ask questions about condition, measurements, and defects
- • Clarify the seller's return policy before buying
- • Request additional photos if needed
- • Verify the seller's business status (private vs. business)
Payment Protection:
- • Use payment methods with buyer protection (PayPal, credit cards)
- • Keep records of all communications
- • Save screenshots of listings and descriptions
- • Document any issues with photos upon receipt
Dispute Resolution Process
Step 1: Contact the seller directly through our messaging system to resolve the issue.
Step 2: If unresolved, contact our support team who can mediate between parties.
Step 3: Consider payment provider dispute resolution (PayPal disputes, credit card chargebacks).
Step 4: For business sellers, escalate to Trading Standards or Citizens Advice if needed.
Step 5: Consider alternative dispute resolution services or small claims court for significant losses.
Platform Liability Disclaimer
Loved By Me Limited Liability: As a third-party marketplace platform, Loved By Me does not manufacture, sell, or handle any products listed by users. We are not responsible for the quality, safety, legality, or authenticity of items, the accuracy of listings, the ability of sellers to complete sales, or the ability of buyers to pay for items. All transactions are conducted at the user's own risk. We encourage users to verify seller credentials, use secure payment methods, and understand their consumer rights. While we provide guidance and may assist with dispute mediation, we cannot guarantee outcomes or provide refunds from our own funds. Users should consider appropriate insurance coverage for valuable items. For specific legal advice regarding your rights, consult with Citizens Advice or a qualified legal professional.
By using our platform, you acknowledge that Loved By Me acts solely as an intermediary and agree that any disputes relating to transactions should be resolved directly between buyer and seller. See our full Terms & Conditions for complete platform terms.
Questions about returns or need help with a dispute? Contact our support team