Refund policy

This Refunds, Returns, and Exchanges Policy (“Policy”) sets forth the minimum standards that all Sellers operating on The Shared Environment LLC (“The Shared Environment,” “we,” or “our”) must follow when offering returns, refunds, and exchanges to Buyers. These requirements are designed to ensure a consistent, fair, and legally compliant experience across the marketplace. By listing items for sale on The Shared Environment, each Seller agrees to comply with this Policy, the Terms, and all other applicable platform policies.

1. Compliance with Applicable Laws

All Sellers are responsible for ensuring that their listings, sales, returns, refunds, and exchanges comply with all applicable consumer protection, warranty, and returns laws in every jurisdiction where they operate, ship, or sell products. This includes any mandatory rights granted to Buyers under regional or national consumer law.

Where any provision of this Policy conflicts with a mandatory consumer protection requirement, the stricter requirement in favor of the Buyer will apply. It is the Seller’s obligation to understand and comply with all legal requirements that apply to their transactions, including any additional rights or protections afforded to Buyers in their local jurisdictions.

2. Seller Return Policy Requirements

In addition to complying with this Policy, each Seller must maintain and clearly publish their own return, refund, and exchange policy within their shop. A Seller’s individual policy:

  • Must meet or exceed the minimum standards set forth in this Policy; and

  • May offer more generous terms, but may not impose more restrictive conditions than allowed under this Policy or applicable law.

If a Seller’s published policy conflicts with this Policy, the provisions most protective to the Buyer will govern.

Nothing in a Seller’s return policy may limit or override a Buyer’s statutory rights, including under the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

3. Minimum Return Standards

a. Eligibility for Return

Buyers may request a return for most physical goods within 14 calendar days of delivery or within any longer period required by applicable law. Items must generally be returned in their original condition (unused, undamaged, and with all original components and packaging), unless the item was received by the Buyer in a defective or misdescribed condition.

The following categories may be exempt from standard return eligibility, provided such exemptions are:

  • Compliant with applicable law, and

  • Clearly stated in the Seller’s shop policy:

    • Personalized or custom-made items

    • Digital downloads

    • Perishable goods

    • Items not eligible for return due to health or hygiene reasons (e.g., unsealed cosmetics, pierced earrings)

However, no item may be deemed non-returnable if it is defective, unsafe, counterfeit, misdescribed, or otherwise non-conforming.

b. Defective, Misdescribed, or Non-Conforming Items

If an item arrives defective, damaged, materially different from its description, or otherwise unfit for its intended purpose:

  1. The Buyer is entitled to a full refund, regardless of the standard return window;

  2. The Seller must bear all return shipping costs; and

  3. The Buyer cannot be required to return the item in unused or original-packaged condition if the defect or misdescription makes that impossible or unreasonable.

These rights may not be waived or limited by a Seller’s shop policy.

c. Return Shipping Costs

Return shipping costs shall be allocated as follows:

  • Seller Responsibility:

For defective, misdescribed, incorrect, or otherwise non-conforming items, the Seller must provide a prepaid return label or reimburse all reasonable return shipping costs.

  • Buyer Responsibility:

For returns initiated due to Buyer’s change of mind or other non-defect reasons, the Buyer may be responsible for return shipping costs only if this is clearly disclosed in the Seller’s shop policy and permitted by applicable law.

4. Refund Process and Timelines

a. Initiating a Return

Buyers must request a return by contacting the Seller through The Shared Environment’s messaging system within the applicable return window.

b. Seller Response Time

Sellers must acknowledge and respond to return requests within 5 business days.

c. Refund Issuance

Once the returned item has been received and inspected—or once the Buyer provides evidence of having sent the item back, or once the Seller confirms that a physical return is not required—the Seller must process the refund within 7 business days and in all cases no later than the timeframe required under applicable law.

d. Scope of Refund

For all eligible returns:

  • A full refund must be issued, including the original shipping cost paid by the Buyer for defective or misdescribed items; and

  • For discretionary returns (e.g., Buyer’s remorse), a Seller may exclude the original shipping fee from the refund if permitted by applicable law and clearly disclosed in the Seller’s shop policy.

e. Method of Refund

All refunds must be issued through The Shared Environment’s authorized third-party payment processor to the Buyer’s original method of payment.

5. Handling Lost or Damaged Returns

a. Proof of Shipment

Buyers are strongly encouraged to use a trackable shipping method when returning items. Responsibility for lost or damaged returns will be determined based on who purchased and arranged the return shipment:

  • If the Seller provided a prepaid label, the Seller or carrier bears the risk.

  • If the Buyer selected and purchased their own return shipping for a discretionary return, the Buyer may bear the risk unless otherwise required by law.

b. Evidence Requirements

The Shared Environment strongly encourages Sellers to video-record the unboxing of returned goods to document condition upon arrival in the event of a dispute.

6. Exchanges

Exchanges may be offered at the discretion of the Seller. Any exchange procedures must be clearly disclosed in the Seller’s shop policy. If agreed upon, Sellers must process exchanges promptly and in accordance with applicable law.

7. Dispute Resolution for Returns and Refunds

If a Buyer and Seller cannot reach a mutually agreeable solution regarding a return or refund request, either party may escalate the matter to The Shared Environment’s Help Desk for review pursuant to Section 10 of the Terms.

The Shared Environment may request evidence, communications, shipping records, or other documentation from either party to assist in resolving the dispute. The Shared Environment may, at its discretion, may issue a platform-level remedy (such as facilitating a refund through the payment processor) solely to enforce marketplace standards. Such action does not constitute a legal determination of liability or make The Shared Environment a party to the transaction.

8. Non-Compliance

Sellers who fail to comply with this Policy may be subject to corrective actions under the Seller Code of Conduct, which may include:

  • Order-level interventions

  • Refunds issued at the Seller’s expense

  • Listing removal

  • Account warnings

  • Account suspension or termination

Repeated or serious violations may result in permanent loss of selling privileges.


This Policy may be updated periodically. Continued use of the Services following any update constitutes acceptance of the revised Policy.