Returns Policy
Last updated: 29 October 2026
This Returns Policy explains how returns, refunds and disputes are handled for purchases made through The Commune.
The Commune is an online marketplace that connects buyers with independent artists, makers, creators and businesses. Products sold through The Commune are supplied by individual sellers, who are responsible for fulfilling orders and handling returns in accordance with applicable consumer laws.
Your Right to Return an Item
If you have purchased a physical item through The Commune, you may be entitled to return it within 14 days of receiving your order, provided the item is eligible for return and remains in its original condition.
To exercise your right to return an item, you must contact the seller within 14 days of delivery asking for a return request.
Eligible Returns
An item may be returned where:
- The return request is made within 14 days of delivery.
- The item is unused and in its original condition.
- The item is returned with any original packaging where reasonably possible.
- The item is not excluded from returns under this policy.
Items That Cannot Usually Be Returned
Certain products are excluded from standard returns unless they are faulty, damaged or significantly different from their description.
- Custom-made items.
- Personalised products.
- Commissioned artwork.
- Made-to-order goods.
- Digital products or downloadable content.
- Perishable products.
- Items sealed for hygiene reasons once opened.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or substantially different from its description, please contact the seller as soon as possible and provide details of the issue.
Where possible, we recommend including photographs to help the seller assess the problem quickly.
Depending on the circumstances, you may be entitled to:
- A replacement item.
- A repair.
- A partial refund.
- A full refund.
How to Request a Return
- Sign in to your account.
- Open the relevant order from your purchases page.
- Contact the seller asking for a return request.
- Add any supporting information.
- Submit the request for review.
The seller will review your request and provide instructions where a return has been approved.
Return Shipping
Unless the item is faulty, damaged or incorrect, buyers are generally responsible for return postage costs.
Where a seller has supplied a faulty, damaged or incorrect item, the seller may be responsible for reasonable return shipping costs.
We recommend using a tracked delivery service when returning valuable items, as proof of postage may be required.
Refunds
Once the returned item has been received and inspected, the seller will determine whether a refund is appropriate in accordance with this policy and applicable consumer rights.
Approved refunds will be returned to the original payment method used for the purchase.
Depending on your payment provider, it may take several business days for refunded funds to appear in your account.
Order Cancellations
You may request to cancel an order before it has been dispatched by the seller.
If an order has already been dispatched, the seller may require the item to be returned before a refund can be processed.
Seller Responsibilities
Sellers using The Commune are expected to:
- Respond to return requests promptly.
- Provide accurate product descriptions.
- Comply with applicable consumer protection laws.
- Process approved refunds within a reasonable timeframe.
Disputes
If a buyer and seller are unable to reach a resolution, either party may contact The Commune for assistance.
While The Commune may review information relating to a transaction and facilitate communication, responsibility for the sale remains with the seller.
Contact Us
If you have questions about this Returns Policy, please contact the support team,.