THE BIDDURS GUARANTEE If what arrives isn't what was shown on stream (wrong item, not as described, damaged in transit, or never arrives), you get your money back. Report it within 48 hours of delivery; if the seller doesn't put it right, Biddurs does, and we recover the cost from the seller. No quibbles. The 48 hour window is for the Biddurs Guarantee only. It does not shorten your legal rights against the seller (sections 2 and 3).
Every seller on Biddurs is a business, so under UK consumer law (the Consumer Contracts Regulations 2013) you can cancel a purchase, including an auction win, for any reason. You can cancel at any time from the moment you win until 14 days after the day the item arrives (with you, or with someone you nominated to receive it). Winning a lot is still a commitment to pay: if you cancel before the seller has dispatched, the seller simply refunds you; if it has already been sent, you return it as set out below. • To cancel, tell the seller (message them in the app) or email support@biddurs.com within that time. You can use the model cancellation form in section 7, but you do not have to. Then send the item back within 14 days of telling them. • You get a full refund of the item price and the postage you paid to receive it. If you chose a faster option than the cheapest one the seller offered, the refund covers the cheapest option. • If you simply change your mind, you pay the cost of posting the item back, unless the seller says they will cover it. If the item is faulty or not as described, the seller pays the return postage (section 2). • Before you bid you are shown that you will pay the return postage if you cancel; that notice, this policy and your order confirmation together form the seller's cancellation information. • The refund is made within 14 days of the seller receiving the item back (or of you giving proof that you sent it, if sooner), to your original payment method. • The seller may reduce the refund if the item has been handled more than was needed to check it, as you could in a shop.
The right to cancel does not apply to: • sealed items not suitable for return for health protection or hygiene reasons (for example cosmetics, skincare or personal care products) once you have unsealed them after delivery; • items made to your specifications or clearly personalised; • items liable to deteriorate or expire rapidly (for example perishable food or cut flowers); • sealed audio or video recordings or computer software once unsealed after delivery; • items that, by their nature, have become inseparably mixed with other items after delivery.
When you buy from a business seller, UK consumer law applies: items must be as described, of satisfactory quality and fit for purpose. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty or misdescribed goods for a full refund. After that you can ask for a repair or replacement, and then a refund (which may be reduced for use after six months). Where goods are rejected, the seller pays the reasonable cost of returning them. These rights are not affected by anything in this policy, including the 48 hour Guarantee window.
Report the problem in the app within 48 hours of delivery (or within 14 days of the estimated delivery date if the item never arrives). Include photos or video where relevant; unboxing video helps. If the seller does not resolve it, Biddurs steps in and can refund you and recover the cost from the seller. The 48 hour window is for the Biddurs Guarantee only. It does not shorten your legal rights against the seller: for faulty or misdescribed goods you have 30 days from delivery to reject them for a full refund under the Consumer Rights Act 2015, and up to six years to claim other remedies.
Approved refunds go back to your original payment method, normally within 5 to 10 working days. For a change of mind return, the legal deadline is 14 days from the seller receiving the item back or your proof of posting, whichever is first.
Sellers must dispatch within 3 working days with tracked postage, pack items appropriately, and resolve valid claims promptly. Repeated failures lead to holds on payouts, suspension or removal.
Payouts follow the delivery confirmation schedule: funds for an order are released when the buyer confirms delivery, or automatically 30 days after dispatch if no claim has been raised. Open disputes pause the payout for that order until resolved.
Damage caused after delivery; items accurately described as faulty, damaged, or untested (for example clearly labelled returns pallets or mystery lots, where the description states condition is unknown). Mystery and untested lots can still be cancelled under your 14 day right (section 1); the Guarantee does not apply to them because their condition was described as unknown. Changing your mind is handled under your 14 day right to cancel (section 1), not the Guarantee.
You can use this wording to cancel (by message in the app, or by email to the seller or to support@biddurs.com), but you do not have to: To: [seller's name, address and email] I hereby give notice that I cancel my contract of sale of the following goods: [the lot] Ordered on: [date] Received on: [date] Name of consumer: [your name] Address of consumer: [your address] Signature of consumer (only if this form is notified on paper): [ ] Date: [date]
Contact: support@biddurs.com