Cancellations, Refunds & Returns

When you shop on My Town Centre you are purchasing items from small independent businesses, including individual designer-makers and local high street shops.

Your payment agent is PayPal.

For most items purchased from them via My Town Centre you have 28 days to notify the individual vendor that you wish to return/exchange an item you purchased from them, plus another 14 days where you need to send the item back in the same condition you received it.

This policy applies only to goods which can be cancelled/refunded. Not all goods may be cancelled/refunded.

Please check whether an individual item may be cancelled/refunded/returned or not before ordering.

If you wish to cancel you order, return or exchange a product, the first step is to contact the Vendor you purchased from and let them know what you want to do.

You can cancel immediately after purchase by logging into your account and clicking on the order you want to cancel. If you change your mind about an order it is better to cancel it as soon as possible, before the goods have been despatched.

If the payment has already been taken but the item has not yet been delivered, click on the relevant Vendor profile page, where you will see a button to ‘contact this vendor’. This enables you to send them an email explaining that you’d like to cancel your order and requesting a refund.

If you have already received your order and wish to return it, you should package the item and return it to the Vendor within 14 days of letting them know that you wish to cancel your order and return the product. (We recommend you return the item using a signed-for delivery service with proof of postage). The cost you incurred returning the product will not be reimbursed.

Please do not damage or dispose of any product and try to keep any external packaging in good order, even if you consider it faulty, before communicating with the Vendor and agreeing your refund terms.

You are liable for any damage or reduced value to the product you received if the damage occurred as a result of your handling. This includes damage which might occur during return postage, so please be careful when you repackage and send an item back to the Vendor.

Do not return products to My Town Centre, but confirm with the Vendor the correct address to which the return package should be sent to.

It is the Vendor’s responsibility to refund you the cost of a returned item (minus any damage you may have caused) and we ask them to do so within 14 days of receiving the returned item.

If your goods have not been supplied within the agreed timeframe please contact the Vendor in the first instance to find out what has happened.

If any disputes arise, your payment agent is Paypal and you should contact them.

NON-CANCELLABLE / NON-REFUNDABLE GOODS

Some items may be non-refundable due to their personalised or bespoke nature.

If something has been made by hand for you or is customised/personalised in some other way then it cannot be resold.

These products might include:

  • Specially commissioned art works, sculptures, ceramics or personalised cards.
    Perishable products, including food, plants and flowers cannot be returned/refunded.
  • Skincare and beauty items are non-refundable in cases where the hygiene seal is broken.
  • Face masks cannot be returned if their hygiene-sealed packaging has been broken.
  • Personal items sold with a hygiene seal (like earrings, cosmetics or underwear) where the seal is broken, and material face masks.

IF YOUR ORDER HASN’T ARRIVED

If your goods have not been supplied within the agreed timeframe please contact the Vendor in the first instance to find out what has happened.

To do this, please log in to your account and contact the Vendor via the ‘my orders’ section in the ‘my account’ tab at the top of the page. Click on the order in question to view the status and, if necessary, use the ‘contact this vendor’ button to send an email directly through to the Vendor.

If any disputes arise, your payment agent is Paypal and you should contact them.

THERE IS A PROBLEM WITH MY GOODS

If the item you ordered does not reach you in perfect condition, please get in touch with the Vendor you purchased it from to let them know and see what they can do to resolve this.

If you log in to your account and click on the order you have a problem with, it will give you an option to ‘contact this vendor’ via the direct email button.

Alternatively, you can contact the Vendor by replying to the confirmation email you received from them when ordering.

If you get stuck with this or don’t get a response in good time, you can email us via: contact@mytowncentre.co.uk and we’ll do what we can to help.

Try to supply as much information as possible about the damage to your items, providing photographs where relevant. Please do not throw away or otherwise destroy the faulty item or its packaging.

Personalised/made-to-order/bespoke goods; skincare, beauty and personal hygiene items (including face masks); perishable goods including food and flowers are not eligible for a refund unless they arrived in a damaged or faulty state.

MAKING A COMPLAINT

We make every effort to ensure that unlawful or offensive products are never uploaded to My Town Centre and that all products offered for sale are fairly sold and meet relevant standards. If you feel that these standards have not been upheld, or you see something on this website that you find misleading, offensive or somehow illegal, please inform us immediately: contact@mytowncentre.co.uk

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