Returns & refunds

How a return works depends on who you bought from: NerdMarket directly (first-party products), or an independent seller on our community marketplace. Both are covered below.

Your right to cancel (online orders)

Under the Consumer Contracts Regulations 2013, when you buy online from a business you can usually cancel for any reason from the moment you order until 14 days after you receive the goods. You then have a further 14 days to send the item back, and the refund is due within 14 days of us (or the seller) receiving it back, or proof you've sent it.

• The goods must be returned in a resaleable condition (you can inspect them as you would in a shop).
• Some items are excluded - e.g. personalised/made-to-order goods, sealed software/media once unsealed, and perishable goods.

Faulty, damaged, or not as described

Separately from the cancellation right, the Consumer Rights Act 2015 gives you a 30-day right to reject goods that are faulty, not as described, or not fit for purpose, for a full refund. After 30 days you're entitled to a repair or replacement. These rights apply to purchases from a business seller and are in addition to, not instead of, the cancellation right above.

First-party orders (sold by NerdMarket)

For products sold and dispatched directly by NerdMarket (Ironfang Ltd, the seller and merchant of record):

• Start a return by emailing [email protected] with your order details, or from your orders page.
• We refund to your original payment method via Stripe, normally within a few days of receiving the item (and within the statutory 14 days).
• We cover return postage for faulty or incorrect items; for change-of-mind cancellations you may be responsible for return postage.

Marketplace orders (bought from a community seller)

On the marketplace, the seller is the merchant for the item - NerdMarket provides the platform and processes payment on the seller's behalf. So:

• Start a return by messaging the seller through the order, or via your orders page.
• Business sellers must honour the cancellation and faulty-goods rights above. Private (individual) sellers are not bound by the same consumer law, but the item must still match its description - if it doesn't, you're protected.
• Refunds are issued through Stripe to your original payment method; where appropriate we reverse the seller's payout so the refund is funded correctly.
• If you can't resolve it with the seller, contact us at [email protected] and we'll help mediate.

Buying from a private seller? Check the listing description carefully and use the prohibited-items rules and seller messaging before you buy.

How refunds are paid

Refunds go back to the card or payment method you used, via Stripe. Depending on your bank, it can take a few business days to appear after the refund is issued.

Questions

First-party orders: [email protected]. Marketplace help: [email protected].