1.1 Clepto is a marketplace that connects Buyers and Sellers of clothing. Refunds, returns, and exchanges are matters between the Buyer and the Seller — Clepto is not the seller of any item listed on the Platform and does not itself issue refunds for the price of goods, except where expressly stated in this policy (for example, in relation to Clepto's own service fees).
1.2 This policy explains: what refund rights apply depending on whether you bought from a business Seller or a private Seller; how to raise a dispute; and how any approved refund is processed through our payment provider.
1.3 Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection law, to the extent those rights apply to your purchase (see Section 2).
If a Seller is acting in the course of a business (for example, a registered reseller, boutique, or trader using Clepto to sell stock commercially), your purchase is a consumer contract and you benefit from statutory rights under the Consumer Rights Act 2015, including:
Right to cancel (distance selling): for most new items bought online, you can cancel your order and receive a full refund within 14 days of receiving the goods, without needing a reason, provided the item is returned in its original condition. This right does not typically apply to made-to-order, personalised, or hygiene-sealed items (such as underwear or swimwear once the seal is broken).
First 30 days: if the item is faulty, not as described, or unfit for purpose, you are entitled to reject it and receive a full refund.
30 days to 6 months: the Seller must be given one opportunity to repair or replace the item before you can demand a refund; if the repair or replacement fails, you are entitled to a full refund.
After 6 months: you may still be entitled to a repair, replacement, or partial refund, but the burden shifts to you to demonstrate the fault existed at the time of purchase.
Any refund due must be paid without undue delay, and no later than 14 days after the Seller agrees you are entitled to it, and must be refunded via the same payment method used, unless you agree otherwise.
If a Seller is a private individual selling personal items casually rather than running a business, your purchase is not a consumer contract in the same sense, and the automatic 14-day cancellation right and full Consumer Rights Act 2015 protections do not apply in the same way. Instead:
you have the right to expect that the item is broadly as described by the Seller, under general contract law (misrepresentation);
you do not have an automatic right to a refund simply because you changed your mind; and
if an item is significantly not as described (for example, wrong size sent, undisclosed damage, or a fundamentally different item than pictured), you may be entitled to a refund or partial refund, but this must be resolved directly with the Seller or escalated as a dispute (see Section 4).
Listings on the Platform indicate whether a Seller is registered as a business account or a private/individual account. If this is unclear, contact the Seller directly through the Platform before purchasing, or contact Clepto support for assistance.
3.1 To request a return or refund:
Contact the Seller directly through the Platform's messaging system within a reasonable time of receiving the item (we recommend within 48 hours for damaged, faulty, or clearly incorrect items).
Clearly explain the issue and, where possible, provide photographic evidence of the fault, damage, or discrepancy from the listing.
Agree with the Seller on next steps — this may include a replacement, partial refund, full refund, or return of the item for a refund.
If required to return the item, use a tracked delivery method and retain proof of postage, as you may be asked to provide evidence the item was returned.
3.2 Sellers must respond to return or refund requests within a reasonable time, and business Sellers must comply with the statutory timeframes described in Section 2.1.
3.3 Items should generally be returned in the condition they were received, with tags attached where applicable, unless the return is due to a fault or misdescription.
4.1 If a Buyer and Seller cannot resolve a refund request between themselves, either party may escalate the matter to Clepto customer support via the contact details in Section 8.
4.2 Where we assist with a dispute, we may review messages, listing details, photographic evidence, and delivery tracking submitted by both parties to help reach a resolution. Clepto is not obliged to resolve disputes, does not act as an arbitrator with binding authority, and any assistance we provide is offered on a goodwill basis only. As set out in our Terms & Conditions, we accept no liability for the outcome of any transaction between Users.
4.3 If a resolution cannot be reached, Buyers and Sellers retain their right to pursue the matter through their payment provider's dispute resolution process (such as a chargeback), the Small Claims Court, or an alternative dispute resolution (ADR) service.
4.4 Buyers may also refer complaints to a certified ADR provider or, where relevant, seek guidance from the Citizens Advice consumer helpline or Trading Standards.
5.1 Where a refund is agreed between a Buyer and Seller, it is processed through the same third-party payment provider used for the original transaction (for example, the checkout provider integrated with the Platform). Clepto does not hold Buyer or Seller funds directly and cannot itself issue a refund of the purchase price outside of that payment provider's process.
5.2 Refunds are typically returned to the original payment method used. Processing times depend on the payment provider and may take several business days to appear in your account.
5.3 Where a Seller has already been paid out prior to a refund being agreed, the refunded amount may be deducted from the Seller's future payout balance or requested back from the Seller directly, depending on the payment provider's mechanism.
6.1 Where Clepto charges a listing fee, transaction fee, or commission, these fees relate to our provision of the marketplace platform, not to the goods themselves, and are generally non-refundable, including where a sale is later cancelled, refunded, or disputed between Buyer and Seller — except where required by law or expressly agreed by us in a specific case.
7.1 In line with standard UK retail practice, the following categories may not be eligible for a change-of-mind return, even when bought from a business Seller, unless faulty or not as described:
items marked as final sale or clearance;
earrings and pierced jewellery, and underwear or swimwear where any hygiene seal has been removed or the item shows signs of wear; and
made-to-order or personalised items.
7.2 These exclusions do not affect your right to a refund, repair, or replacement if the item is faulty, unsafe, or significantly not as described.
If you need help with a refund, return, or dispute, please contact us via the contact details provided on the Platform at clepto.co.uk.