Current status

PINTCHED checkout is currently for testing. No live buyer protection programme has started. The launch protection terms below will apply to eligible real orders only once live payments open and an effective date is published. Simulated test orders do not entitle anyone to goods or money.

Our launch scope is UK buyers purchasing physical goods from UK business and private sellers. Digital goods, perishables and categories requiring additional specialist rules are outside this initial scope.

Know who you are buying from

Each listing identifies the seller as a Business seller or Private seller. Check the item's condition, disclosed faults, description, full price, postage and delivery estimate before purchasing. Your legal rights depend partly on the seller's actual selling activity. Neither a label nor this policy removes rights that apply by law.

Buying from a business seller

For most eligible online purchases, you may cancel without giving a reason from the time of ordering until 14 days after delivery. Tell the seller or PINTCHED clearly that you wish to cancel, then return the goods within the following 14 days. Handmade or standard made-to-order goods are not automatically excluded; genuine personalisation or production to your specifications can be an exception, which must be disclosed before payment.

For a valid cancellation, the refund normally includes the item price and basic outbound delivery. The seller may withhold repayment until the item is received back or you provide evidence of return, and must then meet the applicable 14-day refund deadline. You pay change-of-mind return postage only where this was disclosed in advance. A lawful deduction may apply for handling beyond what is necessary to inspect the item.

Business sales also carry rights where goods are faulty, misdescribed or otherwise fail the applicable standards. Age, description, price and disclosed condition matter for second-hand goods. An appropriate remedy may include rejection and refund, repair or replacement, depending on the circumstances. Reasonable costs of returning rejected non-conforming goods fall to the trader. Confirming receipt or transferring seller funds does not end these rights.

Buying from a private seller

There is normally no statutory cooling-off period just because you bought online or changed your mind. A private seller can agree a voluntary return, and any agreed terms should be clearly recorded before purchase. Business-to-consumer quality and cancellation rights do not automatically apply to a genuinely private sale.

A private seller must still have the right to sell the item and describe it accurately. “Private seller” is not permission to misdescribe an item. You can use PINTCHED order help for a missing parcel, an inaccurate description or another order problem. The outcome depends on the facts, applicable law and the final marketplace protection terms; it is not an unconditional promise of a refund for every private sale.

If something goes wrong

Open My Pintches → Get help with this order, or email hello@pintched.co.uk with the order number. Explain what happened and what resolution you are seeking. Photographs and delivery information may help, but photographs are not a condition of making initial contact.

The seller can reply, agree a remedy or ask PINTCHED to review. Buyers can also request PINTCHED review. A qualifying problem opened before a seller transfer pauses that transfer while the case is open. Help stays available after delivery confirmation and completion. If a refund is approved after funds have been transferred, PINTCHED handles the buyer refund and recovery of seller funds as separate records. A refund awaiting confirmation is shown as pending; a recovery problem remains visible for PINTCHED follow-up.

Do not confirm receipt of an item you have not received. Receiving an item and pressing Yes, it has arrived does not waive applicable cancellation or fault rights. PINTCHED does not describe its arrangement as escrow or promise that seller funds remain held after delivery confirmation.

For a change-of-mind return, ask promptly for the return address. Sellers must supply it promptly; waiting for instructions must not be used to shorten a buyer's statutory return period. Keep evidence of sending the return. Do not send goods to PINTCHED's address unless specifically instructed.

Eligible orders and problems

Protection covers physical goods bought and paid for through PINTCHED by UK buyers from UK sellers within the pilot scope. Payments arranged outside PINTCHED are outside this additional protection. Buyers can ask for review where an item does not arrive, arrives damaged in transit, or differs significantly from the description at purchase. Examples include the wrong item, an undisclosed material defect, a missing advertised component, or materially incorrect size, material or condition information.

Clearly disclosed wear or faults, minor handmade variations consistent with the listing, and damage caused after delivery by misuse are not covered by this additional scheme. These exclusions never override applicable legal rights. Personalisation does not exclude a missing, transit-damaged or significantly misdescribed item from protection. A change of mind follows the business cancellation rules or any voluntary private-seller return terms instead.

Reporting and review

Report problems promptly through order help or hello@pintched.co.uk. Our service target is acknowledgement within two working days. We ask sellers to respond within three working days; the buyer can request PINTCHED review sooner if needed, and seller silence does not prevent a decision. These are response targets, not automatic refund or rejection rules.

For the launch marketplace scheme, report delivery damage or significant misdescription within 30 days after delivery, and non-delivery within 30 days after the latest delivery date shown at purchase. If no delivery estimate was supplied, contact us as soon as the parcel appears overdue; we will not apply an undisclosed deadline. Late reports remain eligible for consideration where there is a reasonable explanation, including a concealed problem or accessibility barrier. These scheme reporting windows do not shorten statutory rights or prevent later legal claims, and you can still contact order help.

PINTCHED considers the original listing and seller status, messages, dispatch and delivery records, and relevant photographs or other evidence. We request only evidence reasonably available to each party. A delivery scan alone is not automatically conclusive where receipt is disputed. Buyers do not need an unboxing video or photographs to open a case. Each party has a reasonable opportunity to respond to the substance of the evidence. We give a written outcome and reasons; either party may request reconsideration with new evidence or an identified error within 14 days of the decision. That internal review window does not restrict legal remedies or payment-provider disputes.

Remedies, returns and costs

For an upheld missing-item claim, the remedy is a refund of the affected item price and its outbound delivery charge. A replacement may be agreed with the buyer instead. Buyers must tell PINTCHED if an item subsequently arrives so the parties can arrange return or another fair resolution.

For an upheld damage or significant-misdescription claim, the remedy is a return for refund of the affected item price and attributable outbound delivery charge, unless the buyer agrees another lawful remedy. A return may be waived where unsafe, impractical or disproportionate. Do not dispose of an item until instructed, except where necessary for immediate safety. PINTCHED must not require a return that is unsafe or unlawful.

For these covered problem returns, the seller supplies a prepaid label or arranges collection. If that does not happen, PINTCHED arranges or funds reasonable return transport and addresses recovery with the seller separately. Buyers should not have to advance return postage for an upheld claim. Return instructions identify the address, method and a reasonable deadline, normally at least 14 days after instructions and a usable label are supplied; reasonable extensions are available. Statutory cancellation and refund deadlines continue to apply independently.

Where a return is required, PINTCHED aims to initiate an approved scheme refund within five working days of receiving evidence of return or confirmation of receipt, whichever is earlier. Missing-item and waived-return refunds have the same target from approval. A shorter legal deadline takes priority. Bank processing time is separate, and we will keep you informed of its progress. Seller recovery or courier claims must not delay the buyer's approved refund.

For multi-item orders, refund the affected goods and a fair allocation of delivery costs without duplicating delivery refunds; refund the full delivery charge if the entire order qualifies. There is no claim-processing deduction from a covered refund. Any buyer-facing platform fee introduced later needs explicit refund terms before it is charged. A partial refund may be agreed with you as an alternative to a return and full refund.

A buyer cannot recover the same loss twice through PINTCHED and another route. Disclose chargebacks or other refunds so PINTCHED can coordinate the case; merely contacting a bank does not automatically cancel help or legal rights.

Contact and cancellation

Use My Pintches and choose Get help with this order, or email hello@pintched.co.uk. You can cancel an eligible business purchase with any clear statement; using a particular form is not compulsory.

Model cancellation notice

To: [seller’s name, geographical address and email shown with your order]. I give notice that I cancel my contract for the following goods: [description and order number]. Ordered on: [date]. Received on: [date]. Consumer’s name: [name]. Consumer’s address: [address]. Date: [date]. Signature: [only if sent on paper].