Returns & refunds

Who handles returns

The seller identified on a product is responsible for returns and refunds for that sale. Open Seller details on the listing or shop for contact information and return arrangements before ordering. Contact it through the listing or order. Email support@sellessa.com to raise or escalate a complaint with the order, shop, affected items and requested resolution. Contacting Sellessa does not promise a platform-funded refund.

Requesting a return or refund

Contact the seller using Contact seller on the product page, your order conversation, or the email in Seller details. Give your order reference, the items involved and whether you want to cancel, return an item or report a problem. For a change-of-mind withdrawal, you do not need to give a reason.

Use the seller’s disclosed return address and keep proof of postage. If the address is unclear, ask the seller for instructions promptly; this does not extend or remove statutory deadlines. Do not send products to Sellessa’s business address unless Sellessa is the seller and has specifically instructed you to do so.

If you cannot reach the seller or resolve the issue, email support@sellessa.com with your order reference and previous correspondence. Sellessa will review the complaint and contact the seller where appropriate.

Cancellations

To cancel an order, contact the seller as soon as possible. Use Cancel order in Your orders where it is available; otherwise send a clear cancellation request through the order conversation or seller email. A message requesting cancellation does not guarantee that dispatch can be stopped. If the order has already shipped, the applicable return and withdrawal rights still apply.

For eligible purchases, statutory withdrawal is a right and does not need the seller’s permission. Personalized items and digital content may have lawful exceptions, as explained below. Sellessa does not currently sell recurring buyer subscriptions.

Statutory withdrawal

For eligible distance purchases from a business, EU consumers normally have 14 calendar days after receiving physical goods to notify withdrawal without giving a reason, then another 14 days to return them. Other mandatory rights may apply in your country.

An unambiguous withdrawal statement is sufficient; statutory withdrawal cannot depend on discretionary approval. Goods may be inspected as in a shop. Handling beyond what is needed to establish their nature, characteristics and functioning may justify a lawful deduction for diminished value.

Return costs and refund timing

Buyers pay direct change-of-mind return costs only if properly informed before purchase; otherwise the seller bears them. Non-postal goods require the legally required advance return-cost information.

For full statutory withdrawal, the seller refunds the purchase price and standard outbound delivery cost. Upgraded delivery extras need not be refunded. Refunds are normally due within 14 days of notification; for goods the seller may withhold until receiving the goods or evidence of return, whichever comes first. Refunds use the original payment method unless expressly agreed otherwise without a fee.

Faults and exceptions

Faulty, wrong, misdescribed or undelivered goods have separate remedies under applicable law, without consumer cost where required. A supplier refusing a return does not remove the seller’s obligations.

Lawful withdrawal exceptions can include genuinely personalized or perishable goods and specified unsealed products. The seller must disclose an applicable exception before purchase. Sale items, standard clothing sizes and dropshipping are not automatic exceptions. Digital content is not automatically non-refundable: loss of withdrawal rights requires the applicable express consent, acknowledgement and confirmation.

Private sellers

Business-to-consumer protections generally do not apply to genuine private sellers, although other rights remain. Seller status must be disclosed.