Refund & Returns Policy
Last updated: 15 March 2025
At OraSpot, we want every purchase to be a great experience. This Refund & Returns Policy explains how refunds and returns work on our marketplace. Because OraSpot connects buyers with independent sellers, the process involves both the seller and our platform.
Your Rights as a Buyer
14-Day Cooling-Off Period
Under UK consumer law (Consumer Contracts Regulations 2013), when you purchase a product online you have the right to cancel your order within 14 days of receiving the goods, for any reason. You then have a further 14 days to return the item.
Additionally, all products sold on OraSpot must be as described, of satisfactory quality, and fit for purpose. If a product is faulty, not as described, or damaged on arrival, you are entitled to a full refund under the Consumer Rights Act 2015.
How to Request a Refund
Contact the seller first
The fastest way to resolve most issues is to reach out to the seller directly. You can find their contact information on the order details page in your order history.
Email OraSpot support
If you cannot resolve the issue with the seller, or if the seller is unresponsive, contact us at support@oraspot.co.uk with your order ID and a description of the problem. We will investigate and mediate on your behalf.
Refund Scenarios
Order Not Yet Shipped
If your order has not yet been shipped, you can request a cancellation and full refund. The seller will confirm the cancellation and OraSpot will process the refund to your original payment method. Refunds typically appear within 5-10 business days.
Item Arrived Damaged or Faulty
If your item arrives damaged or is faulty, you are entitled to a full refund including original shipping costs. Please contact the seller or OraSpot within 30 days of delivery with photos of the damage. The seller may ask you to return the item — return shipping costs for faulty items are covered by the seller.
Item Not as Described
If the item you received is significantly different from the product listing (wrong size, wrong colour, different material, etc.), you are entitled to a full refund. Please provide photos showing the discrepancy when you contact us.
Change of Mind (Cooling-Off Period)
You may return an item within 14 days of delivery for any reason, provided it is in its original condition, unused, and with all original packaging and tags. Return shipping costs for change-of-mind returns are the buyer's responsibility. The refund will cover the item price and VAT, but original shipping costs will not be refunded.
Item Not Received
If your order has not arrived within the estimated delivery window and the tracking shows no updates, please contact the seller first. If the issue is not resolved within 7 days, contact OraSpot and we will investigate. If we determine the item was lost in transit, you will receive a full refund.
Items Not Eligible for Refund
The following items are generally not eligible for refund unless faulty:
Personalised or custom-made products
Perishable goods
Sealed items that have been opened (e.g., hygiene products, underwear)
Digital products or downloads
Individual sellers may also have their own returns policies which will be stated on their store page. These policies cannot override your statutory rights.
How Refunds Are Processed
Before seller payout
If the refund is requested before the seller has been paid out, the payment is simply cancelled and you receive a full refund.
After seller payout
If the seller has already been paid, OraSpot will deduct the refund amount from the seller's next payout. The refund is still issued to you promptly.
Refund method
All refunds are returned to the original payment method used for the purchase.
Processing time
Once a refund is approved, it typically takes 5-10 business days to appear in your account, depending on your bank or card provider.
Returning Items
When returning an item, please ensure it is securely packaged to prevent damage in transit. We recommend using a tracked delivery service. OraSpot is not responsible for items lost during return shipping.
The seller will provide return instructions, including the return address. Please do not return items to OraSpot's address — all returns must go directly to the seller.
Seller Obligations
Sellers on OraSpot are required to:
- Respond to refund requests within 3 business days
- Process approved returns promptly
- Cover return shipping costs for faulty or not-as-described items
- Honour the buyer's statutory cooling-off period rights
Sellers who consistently fail to handle refunds appropriately may face account suspension.
Disputes
If you are unable to reach a resolution with the seller, OraSpot will step in to mediate. Please email us at support@oraspot.co.uk with your order ID, a description of the issue, and any supporting evidence (photos, correspondence with the seller). We aim to resolve all disputes within 14 business days.
Contact Us
For any refund or return queries, please contact us:
support@oraspot.co.uk
Response time
Within 24 hours on business days