Help · Returns
Returns and refunds
Every verified store agrees to a returns standard before it is allowed to sell. What follows is what that means for you in practice.
Where a refund goes
Back to the card it was spent from
Not to a bank account. The value was on a card; it returns to that card, ready to spend again. If the card has since expired we will tell you what happens next rather than let it vanish.
As a new entry, never an edit
A refund is recorded as its own movement that reverses the original. Your activity shows both — the purchase and the refund — because a history that quietly rewrites itself is a history you cannot trust.
What can be returned
- Damaged, wrong or not as described — always. This is the store's obligation and it is not optional.
- Changed your mind — depends on the store and the category, and the store's terms are shown on the product before you buy.
- Perishables, personalised items and some hygiene categories — generally not, for reasons that are about the item rather than about us.
- Never delivered — this is not a return at all. Value that was never fulfilled comes back without a returns process.
Can I return a gift someone sent me?
You do not have to return anything to change your mind — that is the point of the card. If a gift was meant for a particular product and you would rather have something else, spend the value elsewhere. Nothing is sent back to the person who gave it, and they are not told what you chose.
Cancelling a gift you sent
While it is unopened, cancel it from your sent gifts and the value returns to the card you funded it from. Once it has been accepted, the card belongs to the recipient and cannot be reclaimed — including by us.