Refund & Returns Policy

🔁 Refund & Returns Policy

Last updated: 21 July 2025

At The Reuse Initiative CIC, we take pride in giving second-hand and upcycled furniture a new life — while keeping items affordable for the people who need them most.

This Refund & Returns Policy outlines your rights and our responsibilities when it comes to purchases made through our CIC.

1. Condition of Goods

All our items are:

  • Donated, reused, or upcycled

  • Cleaned and safety-checked

  • Sold as seen unless otherwise stated

We always aim to describe items honestly and accurately, including any cosmetic flaws or signs of wear.

2. Refunds & Returns Eligibility

We offer refunds or exchanges only under the following circumstances:

✅ The item is faulty or unsafe

  • You must notify us within 7 days of receiving the item

  • We may request photos or ask for the item to be returned for inspection

  • A full refund or exchange will be offered, including any reasonable return costs

✅ The item is not as described

  • If we’ve materially misrepresented the item (e.g. wrong size or function), we will offer a refund or exchange

❌ We do not offer refunds for:

  • Change of mind

  • Items damaged after delivery or collection

  • Minor cosmetic wear and tear consistent with second-hand use (scratches, marks, fading, etc.)

3. Returns Process

To request a refund or return:

  1. Email us at info@thereuseinitiative.org.uk within 7 days of delivery/collection

  2. Include your name, contact details, item description, and reason for the request

  3. Attach a photo of the item if possible

If your request is approved, we will:

  • Arrange a return or collection (case by case)

  • Offer a refund to your original payment method or an exchange item

Returns must be made in the same condition in which the item was delivered or collected.

4. Collection-Only and Clearance Items

Some items may be clearly marked as “non-returnable” or “sold as seen – no returns” (e.g. clearance stock, damaged goods sold at discount). These items are not eligible for refunds or returns, except where faulty under consumer law.

5. Online Purchases

If you buy from us online (e.g. via Facebook Marketplace or eBay), please check the platform’s terms alongside our own. If an item is delivered by courier, please check it on arrival and notify us of any issues within 24 hours.

6. Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. You are entitled to receive goods that are:

  • As described

  • Of satisfactory quality

  • Safe and fit for purpose

If you’re unsure about your rights or want free advice, contact Citizens Advice at www.citizensadvice.org.uk

📞 Contact Us

If you have any questions or wish to request a refund:

The Reuse Initiative CIC
📧 Email: info@thereuseinitiative.org.uk
📞 Phone: 07774 231 756