Checkatrade Shop - Returns & Refunds Policy

This policy explains how cancellations, returns, refunds and customer issues are handled on the Checkatrade Shop.

Its purpose is to help ensure that customers are treated fairly and that Sellers meet their legal and platform obligations.

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Overview

Sellers are responsible for handling:

• Cancellations

• Returns

• Refunds

• Faulty goods claims

• Customer complaints relating to their goods and services.

Checkatrade provides the platform through which customers and Sellers can communicate about returns, refunds and related issues.

Customer cancellation rights

Customers may have legal rights to cancel certain purchases within specified timeframes.

Sellers must:

• Comply with applicable consumer laws;

• Honour valid cancellation requests; and

• Not create unreasonable barriers to cancellations or refunds.

Cancellation rights may vary depending on:

• The type of product;

• Whether goods are personalised or made to order;

• Whether services have already been provided; or

• Other legal exceptions.

Returns process

Customers may request returns through the Checkatrade Shop or directly through the Seller.

Sellers must:

• Respond to return requests promptly;

• Provide clear return instructions;

• Communicate professionally and in good faith; and

• Ensure that the returns process is fair and straightforward.

Sellers should have fair and reasonable processes for assessing returned goods and should not reject returns solely because goods have been opened, inspected or handled in a way that would reasonably be expected when examining or testing them.

Where return shipping is required, Sellers should clearly explain:

• How goods should be returned;

• Who is responsible for return costs; and

• Any relevant conditions or requirements.

Refunds

Sellers must issue refunds promptly where required by law or platform policies.

Refunds should normally be processed using the original payment method.

Sellers must not:

• Delay refunds unreasonably;

• Refuse valid refunds without proper justification; or

• Impose unfair return conditions.

Faulty, damaged or incorrect goods

Where goods are faulty, damaged or not as described, the Seller must provide an appropriate remedy in line with applicable law.

Depending on the circumstances, this may include:

• Repair

• Replacement

• Refund

Sellers must work with customers in good faith to resolve issues promptly and fairly.

Services and installation

Where services or installation are provided, Sellers are responsible for ensuring that those services are carried out with reasonable care and skill.

Where issues arise, Sellers must take reasonable steps to resolve them, which may include:

• Remedial work;

• Re-performance of services; or

• Partial or full refunds where appropriate.

Complaints and communication

Customers should normally raise issues with the Seller first.

Sellers must:

• Respond to complaints promptly;

• Engage constructively with customers; and

• Make reasonable efforts to resolve issues fairly.

Checkatrade may help facilitate communication between customers and Sellers where appropriate.

Checkatrade rights

Where Checkatrade reasonably believes that a Seller is failing to comply with this policy or applicable laws, Checkatrade may take action in accordance with the Seller Terms and relevant platform policies.

Updates to this policy

Checkatrade may update this policy from time to time.

Sellers are responsible for ensuring they comply with the latest version.