Returns & Cancellations

The short version

Every piece is sold by an independent dealer, so a return is arranged with that dealer — but you have rights under UK consumer law that the dealer must honour, and we help make sure they do. If a piece arrives and it is not as it was described, you are covered.

1. Your 14-day right to cancel (consumers)

If you are buying as a consumer (not for a business), the Consumer Contracts Regulations 2013 usually give you the right to cancel within 14 days of receiving your piece, for any reason. To use it:

1. Tell the dealer within 14 days of delivery that you wish to cancel — a clear message is enough.
2. Return the piece within 14 days of telling them, in the condition you received it.
3. The dealer refunds you within 14 days of getting the piece back (or proof you have sent it), including standard outbound delivery.

You are responsible for the cost of return unless the piece was faulty or misdescribed, and you handle the piece with reasonable care while it is with you.

When the 14-day right may not apply

• Purchases made by a business rather than a consumer. Trade sales between dealers are “sold as seen” unless otherwise agreed.
• Pieces made to order or personalised for you, or certain sealed goods — uncommon here, but possible for bespoke or commissioned work.

2. If a piece is faulty or not as described

This right is separate from, and in addition to, the 14-day cancellation right — and it is not limited to 14 days. Under the Consumer Rights Act 2015, a piece must match its description and photographs and be of satisfactory quality for an item of its age and type. Antiques are expected to show honest age and wear, and a faithfully described flaw is not a fault. But if a piece is

• materially different from how it was described or photographed,
• damaged in transit, or
• missing parts or condition the listing promised,

then you are entitled to put it right — normally a refund for one-of-a-kind pieces, since there is no identical replacement. Tell the dealer promptly and, where you can, send photographs.

3. How to start a return

1. Contact the dealer directly — their details, including phone and (where available) WhatsApp, are on their store page and your order confirmation.
2. Agree how the piece will travel back. Antiques are often large or fragile, so the dealer will help arrange safe carriage, just as they did for delivery.
3. Once the dealer has the piece back (or a fault is agreed), your refund is processed to your original payment method.

4. If you and the dealer cannot agree

We are the marketplace, not the seller, but we do not leave you on your own. If a return stalls, email hello@evintiques.shop with your order number and we will step in to help resolve it fairly between you and the dealer.

5. Refunds

• Refunds go back to the card you paid with, through our payment provider.
• It can take a few working days for your bank to show the money once the refund is issued.
• Where a return is because the piece was faulty or misdescribed, your return postage is refunded too.

None of this affects your statutory rights as a consumer.