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Refund & Return

All sellers on Scrap Queen must obey this return policy unless they have their policy clearly shown on the shop/item page.

Our Promise.

If you’re not completely satisfied with your product (although we want you to love it!), you can request a return or refund through our system. Refunds and returns are handled between the buyer and the vendor, and we ensure a smooth process for all parties involved.

1. Eligibility for Returns

  • Timeframe: You can request a return or refund within 30 days of receiving your item.
  • Exceptions: Customized products, perishable goods, and sale items are non-returnable unless defective.
  • Condition: Items must be unused, in their original packaging, and in the same condition you received them. All tags should remain attached.

2. How to Initiate a Return of Refund

  • Login to Your Account: Log into your account on our marketplace and navigate to the “Orders” section.
  • Request a Refund: Select the order you wish to return and click on the “Refund Request” button.
  • Reason for Return: Fill out the required fields, providing a reason for the return or refund request.
  • Approval Process: The vendor will review your request. If the return is approved, you’ll receive instructions for returning the product or be notified about the refund.

Vendor Approval: Vendors have the authority to approve or decline refund requests. Once approved, the refund is processed either as a replacement, exchange, or money-back refund, depending on the case.

3. Return Shipping

  • Free Returns: Free return shipping applies to orders that arrive damaged, defective, or incorrect.
  • Customer Responsibility: In cases where the return is due to personal preference or change of mind, the customer is responsible for return shipping costs.

If applicable, pre-paid shipping labels can be generated and shared with you via email.

4. Refund & Exchanges

  • Refund Method: Refunds will be issued to your original payment method within 5-7 business days of vendor approval and receipt of the returned item.
  • Partial Refunds: Partial refunds may apply for items that are returned in a condition different from when they were sold (e.g., without original packaging or showing signs of use).
  • Exchanges: If you’d like to exchange an item, please indicate so in your refund request, and we’ll notify the vendor to arrange the exchange upon receiving the returned product.

5. Damaged or Defective Items

If your item arrived damaged or defective, please contact the vendor via the messaging system. Provide photos of the item and packaging, and the vendor will work to replace or refund your order as quickly as possible.

6. Vendor-Specific Return Policies

Each vendor on our marketplace may have slightly different return policies (e.g., stricter conditions or shorter timeframes). These will be clearly listed on the vendor’s store page or product description. If you have any questions, contact the vendor directly through the messaging system.

7. How the Refund and Return System works

  1. Refund Request Management: Scrap Queen allows buyers to submit refund requests directly from their order dashboard. The request is sent to the vendor for approval.
  2. Vendor Control: Vendors can approve or reject the refund request. If approved, they can either refund the full or partial amount or request the return of the product before processing the refund.
  3. Refunds: Once the vendor processes the refund, it will reflect in the customer’s payment method. If the vendor does not respond to the refund request within a set time, you can escalate the issue to marketplace admin support.

8. Contact Information

admin@scrapquee.co.uk