Returns & Refunds Policy

Last updated: August 1, 2025

At Kaparay, we want every customer to feel confident when shopping on our platform. While many items are one-of-a-kind, we understand that sometimes things don’t go to plan. This policy outlines when and how returns or refunds may be requested.

Can I return an item?

Yes — but because Kaparay is a peer-to-peer marketplace, returns are only accepted in the following situations:

  • The item arrived damaged or was not as described
  • You received the wrong item
  • The item is counterfeit or significantly different from its listing

Return Request Timeframe

You must submit a return request within 2 days of receiving the item. After this window, the order is marked as complete and payment is released to the seller.

How to Request a Return

  1. Log in to your Kaparay account
  2. Go to My Orders > Select the item
  3. Click Request Return
  4. Upload clear photos and explain the issue

Our customer support team will review your request within 2–3 working days.

Return Instructions

  • If approved, you’ll receive a return shipping label (in most cases)
  • Items must be returned in their original condition
  • Please post the item back within 5 working days of approval
  • Once the seller (or Kaparay HQ) confirms receipt and inspection, your refund will be processed

Refunds

  • Refunds are issued back to your original payment method
  • Please allow 5–7 working days for the refund to appear in your account
  • Shipping fees are non-refundable unless the return is due to a seller error

High-Value or Verified Items

Items listed in Kaparay’s Vault or any purchase over £1000 are first sent to Kaparay HQ for verification.

If such an item is returned:

  • It must be sent back to Kaparay HQ (not directly to the seller)
  • Our team will inspect and confirm the condition before issuing a refund

Non-Returnable Items

Due to hygiene and resale reasons, the following items are not eligible for return:

  • Intimate clothing or accessories (e.g. undergarments)
  • Items clearly marked as final sale
  • Items that have been worn, altered, or damaged after delivery

Disputes

If you and a seller disagree on the return or refund, our support team will step in and make a final decision based on evidence provided.

Need Help?

For any questions or concerns, reach out to our support team:

📧 enquiries@kaparay.com

📍 Or message us directly from your account dashboard

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