LocalMall operates as a local marketplace platform connecting independent businesses (“Vendors”) with buyers. Because items are sold and supplied directly by individual local Vendors, return policies are governed by UK Consumer Law and individual Vendor guidelines.
1. In-Store Collection & Click & Collect Orders
For items collected directly in-store by the Customer, we strongly encourage inspecting all goods at the time of pickup. If an item is incorrect, damaged, or defective, please notify the Vendor immediately upon receipt so they can offer an instant replacement or refund.
2. Standard Returns & The 14-Day Cooling-Off Period
In accordance with the UK Consumer Contracts Regulations 2013:
- Customers have 14 calendar days from the date of delivery/receipt to request a return for standard non-perishable goods.
- Returned items must be unused, in their original condition, and in original packaging.
- Exemptions: Under UK law, certain items are non-returnable unless faulty. These include:
- Perishable items (fresh food, flora, groceries).
- Custom-made or personalized goods.
- Personal hygiene, cosmetics, or unsealed goods for health protection reasons.
3. Return Shipping Costs
Unless an item arrives damaged, faulty, or incorrect, the Customer is responsible for paying any return postage costs to the Vendor, or returning the item directly to the Vendor’s physical store.
4. Refund Processing
- Once the returned item is received and inspected by the fulfilling Vendor, approved refunds will be processed.
- Refunds will be issued directly to the original payment method used at checkout (via Stripe/PayPal). Please allow 5–10 business days for the funds to reflect in your account depending on your card issuer.
5. Disputes & Support
If you experience an issue with a Vendor regarding a return or refund, please contact us at info@localmall.uk. LocalMall acts as a platform mediator to assist in resolving disputes between Buyers and Vendors.ed directly by the fulfilling vendor once the returned item has been received and verified. Approved refunds will be returned to the original payment method.