Many of the items we source are one-off or pre-owned, bought from private sellers, auctions and online marketplaces. These are final sale: once we have purchased an item on your behalf, we cannot offer a refund or exchange for it.
The reason is straightforward. These sellers do not accept returns, so when we buy a one-off or pre-owned item for you, we cannot return it to the seller and are not able to take it back from you.
This is why our inspection step matters. Before an item ships we photograph exactly what we received and confirm we have sourced the correct item, and you see those photographs on your order page. What happens if something is wrong covers the position if an item arrives damaged or is not as described.
When your order includes items like these, you confirm you understand the final-sale position before we purchase.
See: Terms of Service, section 8 (Refunds and Cancellations).