Version: 2026.04.23

Effective At: 23 April 2026

Returns, Refunds and Digital Content Cancellation

Effective date: 23 April 2026 Version: 2026.04.23

1. Introduction

This policy explains how ANNUVELL handles returns, refunds, cancellations, and related customer remedies in connection with goods, services, and digital content supplied through the platform.

This policy should be read together with the General Terms and Conditions of Service and any transaction-specific information presented at checkout, order placement, or listing level.

Nothing in this policy removes or limits any mandatory rights that customers have under applicable consumer law.

2. Different Transaction Types

The rights and processes that apply may differ depending on whether the transaction relates to:

• physical goods sold by us;
• physical goods sold by a third-party seller through the platform;
• digital content;
• educational digital services or access;
• marketplace services supplied by a seller.

3. Faulty, Damaged, Misdescribed, or Non-Conforming Items

If goods are faulty, damaged, not as described, or otherwise do not conform to the contract, the customer may be entitled to a repair, replacement, price reduction, refund, or other remedy under applicable law.

Customers should report such issues promptly and provide reasonable details, and where appropriate photographs or other supporting evidence, so that the issue can be reviewed efficiently.

Where a refund, repair, or replacement is legally required because an item is faulty or non-conforming, the customer will not be required to bear costs that the law places on the seller.

4. Change-of-Mind Cancellation for Distance Sales of Goods

Where a customer purchases goods online, by phone, or by another distance means, the customer may have a legal right to cancel within the applicable cancellation period, even if the goods are not faulty.

Unless an exception applies under law:

• the customer may generally cancel within 14 days after receiving the goods;
• after notifying cancellation, the customer generally has a further 14 days to return the goods;
• the refund will usually include the standard delivery cost originally paid, but not any enhanced delivery upgrade beyond standard delivery;
• the customer may be responsible for return costs where this is permitted by law and has been properly disclosed.

Customers may inspect goods as they might reasonably do in a shop, but excessive handling that reduces value may allow a lawful deduction where applicable.

5. Exceptions to Change-of-Mind Rights

Cancellation or return rights may be limited or excluded where permitted by law, including for example in relation to:

• personalised or custom-made goods;
• goods liable to deteriorate or expire rapidly;
• sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
• sealed audio, video, or software products once unsealed;
• certain newspapers, periodicals, or magazines;
• other categories lawfully excluded from cancellation rights.

Where such an exception applies, the customer will still retain any remedies available for faulty, damaged, or misdescribed items.

6. Digital Content

6.1 General Position

Digital content may not be eligible for a change-of-mind refund after supply begins where the law permits this and the required legal conditions have been met.

6.2 Immediate Supply

Where digital content is to be supplied immediately during the cancellation period, we or the relevant seller may require the customer to provide an express request or consent to immediate supply and an acknowledgment that cancellation rights may be lost once supply begins, to the extent permitted by law.

6.3 Faulty Digital Content

If digital content is faulty, not as described, or otherwise does not conform to the contract, the customer may be entitled to repair, replacement, price reduction, refund, or other remedy in accordance with applicable law.

7. Services and Marketplace Services

7.1 Service Transactions

For services supplied through the platform, refund and cancellation outcomes depend on the type of service, the point of performance reached, the terms agreed, and any applicable statutory rights.

7.2 Marketplace Services

For marketplace transactions, the relevant seller remains primarily responsible for service performance and for compliance with legally required cancellation, refund, and remedy obligations, unless we expressly state otherwise.

7.3 Support and Mediation

We may provide communication tools, customer support, moderation support, or non-binding dispute assistance, but we are not obliged to adjudicate every dispute between users.

8. Returns Process for Goods

Where a return is permitted or required, customers may be asked to:

• contact the relevant support channel or seller first;
• provide the order reference and details of the issue or cancellation;
• package the goods appropriately;
• follow any reasonable returns instructions.

We or the relevant seller may refuse a return that falls outside the legally applicable or contractually stated return basis, provided this does not affect non-excludable legal rights.

9. Refund Timing

Where a refund is due, it will be processed using the original payment method where reasonably possible unless another lawful method is agreed.

For cancelled distance contracts for goods, refunds will generally be made within the time required by law after the returned goods are received back or after evidence of return is provided, whichever rule applies.

10. Deductions and Misuse

Where permitted by law, deductions may be made from a refund for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

No deduction will be made where the law does not permit it.

11. Proof of Purchase

We or the relevant seller may ask for reasonable proof of purchase before processing a refund, repair, replacement, or return.

12. Wrong, Missing, or Lost Deliveries

If an order arrives incomplete, incorrect, or appears lost in transit, the customer should notify the relevant support contact promptly so that the matter can be investigated and resolved.

13. Complaints and Escalation

If a customer is dissatisfied with the handling of a return, refund, cancellation, or remedy request, they should contact the relevant support channel in the first instance.

For marketplace disputes, the seller remains primarily responsible for the transaction. However, we may choose to assist with communication, record review, or non-binding dispute support.

14. Governing Law

This policy is governed by the laws of England and Wales, save that mandatory consumer protections available under applicable law continue to apply where required.