Refund & Returns Policy

The short version

Yata’s Marketplace is a marketplace. The seller named on your order is responsible for the goods or service you buy, and for any refund or return. Yata helps administer the process and the payment. This page summarises your rights and how to use them. It sits alongside our Terms and Conditions and never reduces rights that the law gives you.

Changing your mind (goods)

If you are a consumer, you generally have 14 days from the day you receive your goods to cancel the order without giving a reason.

• Tell the seller that you want to cancel before the 14 days end. Use your order, your account, or email office@yatasmarketplace.com.
• Send the goods back within 14 days of telling the seller. Keep proof of postage.
• Return the goods unused and in a resaleable condition. You may open and handle them as you would in a shop, but a seller can reduce your refund if the goods have lost value through handling beyond that.
• You normally pay the cost of returning the goods, unless the seller has agreed to pay or the goods are faulty or not as described.
• The seller refunds you, including the standard delivery charge you paid, within 14 days of receiving the goods back or of receiving proof that you have sent them. Extra costs for a more expensive delivery option than the standard one are not refunded.

Items you cannot return if you change your mind

The law removes the 14-day right for some goods. These may include:

• goods made to your specification or personalised for you;
• perishable goods, such as fresh food;
• sealed goods that are not suitable for return for health or hygiene reasons once opened, which can include opened food, treats, supplements and some grooming or hygiene products;
• digital content once you have started to download or stream it.

This list does not affect your rights if goods are faulty, damaged or not as described.

Faulty, damaged or not as described

Goods must match their description, be of satisfactory quality and be fit for their purpose. If they are not:

• Within 30 days of delivery you can usually reject them for a full refund.
• After that, you are normally entitled to a repair or a replacement. If that is not possible or does not solve the problem, you can ask for a price reduction or a refund.
• In the first six months, a fault is generally presumed to have been there at delivery unless the seller can show otherwise.
• The seller pays the cost of returning faulty goods.

Please contact the seller as soon as you notice the problem and include your order number and clear photos. If goods arrive damaged or do not arrive at all, tell the seller straight away. The seller is responsible for the goods until they reach you.

How to start a return or refund

1. Contact the seller from your order or account, or email office@yatasmarketplace.com, with your order number and a short description.
2. The seller will tell you the return address and any instructions. Please do not send goods to Yata’s registered office unless we have told you to.
3. Keep proof of postage until your refund is confirmed.
4. If you cannot reach the seller, or you are not happy with the response, contact us and we will help.

Dropshipping orders

Some goods are sold by a Dropshipping Seller and dispatched by an approved Supplier. The Dropshipping Seller is your point of contact. They will arrange the return address with the Supplier and tell you where to send the goods.

How refunds are paid

• Refunds go back to the payment method you used, through our payment provider, Stripe.
• Payments are taken in pounds sterling (GBP). If your card or bank uses another currency, the amount you receive back may differ slightly because of exchange rates set by your bank.
• Your bank may take several working days to show the refund after it has been issued.
• If you have a problem with a payment, please contact us first. You can also raise a dispute with your card issuer.

Buying from outside the UK

If you live outside the UK, the consumer rights of your own country may also apply to you and these terms do not take them away. Import duties, customs fees and taxes charged by your country are set by the authorities and carriers, not by Yata or the seller. Sellers are not usually able to refund them, but you may be able to reclaim them from customs when you return goods. Ask the carrier how.

Services and subscriptions

• Services such as training, walking, grooming or boarding are provided by the business or individual named on the listing, and their own cancellation terms apply. If you book a service online, you may have a 14-day right to cancel unless the service has been completed with your agreement. Where you pay the provider directly, Yata is not a party to that payment.
• Hire Stall & Space and Seller Portfolios are monthly business subscriptions. Cancelling stops future renewals and normally keeps your access until the end of the period you have paid for. See sections 5 and 7 of our Terms.

Contact

Yata Ltd, company number 17467636, 74 Maple Road West, Luton, LU4 8BQ, United Kingdom.
Email: office@yatasmarketplace.com

Related pages

Terms and Conditions · Privacy Policy · Refund & Returns · Shipping Policy · FAQ · How It Works · Contact Us