Returns, Refunds and Cancellation Policy

Last updated: 19 October 2026

This policy applies to new and pre-loved items bought from finalbuy.co.uk by consumers in the UK. We deliver to UK addresses only. Nothing in it affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your right to cancel (14 days)

You can cancel your order for any reason within 14 days of the day you, or someone you name, receive the item. If your order arrives in several parcels, the 14 days run from the day you receive the last one. This applies to all items, new and pre-loved. You can also cancel at any time before your order is dispatched.

2. How to start a return

Email info@finalbuy.co.uk within the 14 days with your name, order number and the item you want to return. You can use the model cancellation form below, but you don’t have to. We’ll reply by email, usually within 2 working days, with instructions on where to send it.

3. Sending the item back

Please send the item back within 14 days of telling us you are cancelling. If you’ve changed your mind, you pay the cost of returning the item. We recommend a tracked service, as the item is your responsibility until it reaches us. If the item is faulty, damaged or not what you ordered, we pay reasonable return postage (see section 7).

4. Condition of returned items

Please return the item with all accessories, cables, chargers, manuals and packaging that came with it. Pre-loved items should come back in the same condition they were sent in. You may handle and check an item as you would in a shop. If an item has lost value because it was handled more than needed to check it (for example damage, heavy use or missing parts), we may reduce your refund to reflect that loss. We will always explain any deduction. We will not refuse a return just because an item is pre-loved, opened or not in its original packaging.

5. Your refund

We refund the price you paid plus the cost of standard delivery, which is free. If you chose Express delivery (Royal Mail Tracked 24, £7.99), we refund only the cost of standard delivery. We refund within 14 days of the day we receive the item back or, if sooner, the day you show us proof you have sent it (such as tracking). If you cancel before dispatch, we refund within 14 days of you telling us. Most refunds are made within 5–10 working days. Refunds go back to the card or payment method you used at checkout, with no fee. Your bank may take a few extra days to show the money.

6. Items you cannot cancel

The right to cancel does not apply to:

  • sealed software, games or audio/video recordings once unsealed after delivery;
  • digital content (such as download codes) once access has started with your consent;
  • sealed items not suitable for return for health or hygiene reasons once unsealed after delivery (for example, sealed in-ear earphone tips);
  • items made or personalised to your specification.

These exceptions never affect your rights if an item is faulty.

7. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose and as described. Pre-loved items are judged with regard to their age, price and the condition we described.

  • Within 30 days of delivery, you can reject a faulty item for a full refund.
  • After 30 days, you can ask for a repair or replacement. If that isn’t possible or doesn’t fix the problem, you can ask for a price reduction or a refund.

Our free 3-month warranty from delivery also applies on top of these rights; see our Warranty page.

To report a problem, email info@finalbuy.co.uk with your order number, a description and, if you can, photos or a short video. We pay reasonable return postage for faulty, damaged or incorrect items and send a prepaid label where possible.

8. Contact

FINALBUY LIMITED, registered in England and Wales, company no. 16275548.

Registered office: 152a Dunstable Road, Luton LU1 1EW.

Email: info@finalbuy.co.uk. We usually reply within 2 working days.

Model cancellation form

(Complete and return this form only if you wish to cancel. You can copy it into an email.)

To: FINALBUY LIMITED, info@finalbuy.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on: ______

Order number: ______

Name of consumer(s): ______

Address of consumer(s): ______

Signature of consumer(s) (only if this form is sent on paper): ______

Date: ______