Returns & Refunds

1 Introduction

This Returns & Refund Policy explains how returns, cancellations, refunds, replacements, and exchanges are handled when you purchase goods through ukamart.co.uk.

Ukamart Global Ltd may operate as:

• a direct retailer, where goods are sold by Ukamart; and
• a marketplace platform, where some goods may be listed and sold by third-party sellers

Because of this structure, the party responsible for processing your order, handling your return, and issuing your refund may vary depending on the product and the seller shown at the time of purchase.

This policy is designed to provide a fair, transparent, and consistent process for customers while respecting your legal rights under UK consumer law. Consumer-facing refund and return notices must remain fair and transparent under UK consumer law.

2 Your Legal Rights

If you are a consumer buying goods online, you will often have the legal right to cancel your order within 14 days from the day after you receive the goods, without giving a reason. If you exercise that right in time, you normally then have another 14 days to send the goods back.

If you cancel validly, we must generally refund you within 14 days after we receive the goods back, or earlier if you provide evidence that you have sent them back. We must usually refund the item price and the basic standard delivery charge, but we do not have to refund any extra amount paid for a premium delivery option.

Nothing in this policy limits any rights you may have if goods are:

• faulty
• damaged
• not as described
• not fit for purpose
• not delivered as required
• Those rights apply in addition to any marketplace procedures or goodwill return arrangements.

3 Orders Covered by This Policy

This policy may apply to:

• products sold directly by Ukamart
• products sold by third-party sellers through the Ukamart marketplace
• orders promoted through affiliate or social commerce channels but placed through the Ukamart platform

The handling route may differ depending on whether:

• Ukamart is the direct seller; or
• a marketplace seller is the direct seller

Where a third-party seller is involved, Ukamart may still review disputes, support communication, and intervene under platform rules where appropriate.

4 Change-of-Mind Returns

If you change your mind and want to return an item, you should notify us or the relevant seller within the applicable cancellation period.

To qualify for a standard change-of-mind return, items should generally be:

• returned within the stated return period
• in the condition reasonably expected after inspection
• complete with included accessories, parts, manuals, or bundled items where applicable
• packaged appropriately for safe return transit

You are allowed to inspect goods to the extent you could reasonably inspect them in a shop. However, if you handle the goods more than necessary to establish their nature, characteristics, and functioning, and this reduces their value, we may reduce the refund accordingly. Any such deduction would need to be justifiable.

5 How to Start a Return

To request a return, please contact us first before sending the item back.

Email: support@ukamart.co.uk

Phone: 07886256355

Please provide:

• your order number
• your full name
• the item name
• the reason for the return
• photos, where the item is faulty, damaged, incomplete, incorrect, or visibly different from the listing

Once your request is reviewed, we will provide the next steps. This may include:

• return approval
• a return address
• return instructions
• a request for more evidence
• instructions to contact the marketplace seller directly, where relevant
• a replacement or refund route where return is not necessary

Please do not send goods back without instructions, as this may delay processing or make it harder to match the return to your order.

6 Return Shipping Costs

For change-of-mind returns, the customer will generally be responsible for the cost of returning the item unless:

• we state otherwise on the listing or at checkout
• the seller offers free returns
• the item is faulty, damaged, incorrect, or not as described

Where the return arises because of an error on our side or the seller’s side, such as:

• faulty goods
• wrong item sent
• damaged on arrival
• material difference from the listing
• we may arrange return shipping, reimburse reasonable return postage, or provide another appropriate remedy.
• We recommend using a tracked return service, especially for phones, laptops, accessories, and higher-value electronics.

7 Refund Processing

Once a returned item is received and reviewed, refunds will usually be made to the original payment method.

For valid cancellations under distance-selling rules, refunds generally must be made within 14 days of:

• receiving the returned goods, or
• receiving evidence that the customer has sent the goods back, if earlier.

Refunds may include:

• the price paid for the goods
• the basic standard outbound delivery charge, where legally required

Refunds will not usually include:

• enhanced or premium delivery upgrades beyond standard delivery
• return postage for change-of-mind returns, unless we agreed to cover it
• charges caused by customer misuse, avoidable damage, or missing components, where deduction is legally justified

8 Refund Reductions

We may reduce a refund where legally permitted if:

• the item shows signs of excessive handling beyond what is reasonably necessary for inspection
• parts, accessories, chargers, manuals, packaging, or bundled items are missing
• the item has been damaged after delivery through misuse or neglect
• the returned item does not match the serial number, IMEI, or identifying details of the original order
• security locks, account locks, passcodes, or linked accounts prevent inspection or resale of a returned device

Any reduction must be fair, proportionate, and capable of justification. UK guidance says deductions may be made where the consumer handled the goods more than necessary and diminished their value.

9 Faulty, Damaged, Incorrect or Not-as-Described Goods

If your item arrives:

• faulty
• damaged
• incomplete
• incorrect
• materially different from the listing
• please contact us as soon as possible.

Please provide:

• your order number
• a clear description of the issue
• photos or videos where relevant
• images of the packaging, shipping label, and item where possible

Depending on the circumstances, we or the seller may:

• offer a replacement
• offer a repair where appropriate
• issue a full refund
• issue a partial refund
• request the item be returned for inspection

Where goods do not conform to the contract, consumers may have legal remedies under the Consumer Rights Act 2015, including refund rights in certain cases.

10 Marketplace Orders

For items sold by third-party sellers on the Ukamart platform:

• the seller may be primarily responsible for accepting and processing the return
• the seller may provide the return address and return instructions
• refund timing may still be subject to platform monitoring and applicable law
• Ukamart may review evidence, assist communication, and intervene in disputes where necessary

Ukamart reserves the right to intervene in marketplace disputes where:

• the seller does not respond appropriately
• the evidence supports the customer’s claim
• there appears to be misleading or unfair seller conduct
• platform trust and safety action is needed
• Online platform sellers still need to explain consumers’ cancellation and return rights clearly.

11 Non-Returnable or Restricted-Return Items

Some items may not be eligible for standard change-of-mind return, subject to applicable law. These may include:

• personalised or customised goods
• sealed goods not suitable for return for health or hygiene reasons once unsealed
• digital content where supply has begun with the customer’s consent and acknowledgment, where applicable
• items damaged after delivery due to misuse, neglect, or unauthorised modification
• items returned in a condition that prevents proper identification, inspection, or resale, where the law allows refusal or deduction

Any exclusions should be interpreted consistently with your legal rights and with the product information shown at the time of purchase.

12 Returns for Phones, Laptops and Electronics

For electronic items, especially pre-owned or higher-value products, we may require additional return checks.

Before returning a device, customers should where applicable:

• back up and remove personal data
• sign out of iCloud, Google, Samsung, or other linked accounts
• remove passcodes and security locks
• return accessories that formed part of the order
• avoid sending back unrelated items

We may verify:

• IMEI
• serial number
• model number
• cosmetic condition
• included accessories
• account lock status
• signs of accidental damage, liquid damage, tampering, or non-original substitution
• This is to help prevent fraud and ensure fair returns handling.

13 Exchanges

Exchanges may be offered depending on:

• stock availability
• product type
• the condition of the returned item
• whether the seller supports exchanges
• the nature of the issue
• In many cases, a refund and new order may be faster than a like-for-like exchange.

14 Late or Missing Refunds

If you have not received your refund after being told it has been processed:

• check your bank account again
• contact your card issuer, bank, or payment provider
• allow a reasonable processing period for the payment provider
• then contact us if the refund still does not appear
• Some payment providers take additional time to reflect the refund after it has been issued.

15 Disputes

If a return or refund dispute arises, Ukamart may:

• review the order record
• review the listing
• review messages between the parties
• assess tracking and delivery evidence
• examine photos or videos
• evaluate whether platform policies and legal rights apply

A decision may then be made to:

• approve the refund
• approve a partial refund
• require return of the item
• reject the claim
• direct the parties to provide more evidence
• take enforcement action against a seller or user who appears to be abusing the process

16 Misuse of the Returns System

We may take action where we reasonably believe the returns process is being abused.

Examples may include:

• returning a different item
• returning an incomplete product intentionally
• false damage claims
• repeated dishonest “item not as described” claims
• evidence tampering
• returning goods after unauthorised use inconsistent with a genuine inspection

Action may include:

• refusal of the claim where justified
• account restrictions
• delayed refunds pending investigation
• seller enforcement action
• platform suspension in serious cases

17 Contact Us

For returns, refunds, or exchanges, please contact:

• Ukamart Global Ltd
• Email: support@ukamart.co.uk
• Phone: 07886256355