Q Bend Limited (trading as Downsizr)
Company number: 16792208
Version 2.0
Last updated: 1 October 2026
Registered in England and Wales
Registered office: 71-75 Shelton Street, London WC2H 9JQ, United Kingdom
This page explains when you can return something you bought on Downsizr and how a refund works. It sits alongside our buyer terms, which apply in full to every purchase from a personal store. Where our buyer terms and our returns and refunds policy differ about a return or a refund, the returns and refunds policy is the authority
You are buying from a private individual selling their own possessions, not from a shop. That is what a personal store is, and it shapes what you can expect
Our support team issues the refund on the seller's behalf. Where the seller is responsible, Downsizr recovers the amount from the seller
Section 2 explains why the change-of-mind position is what it is, and sections 3 to 5 cover what to actually do
The fourteen-day right to cancel a distance contract and change your mind, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, applies to purchases made from a trader. A private individual selling their own used possessions is not normally a trader, so that right will not usually apply to a purchase from a personal store. Downsizr taking a commission and handling the payment does not make Downsizr the seller
This is set out in section 7 of our buyer terms, and it is the same position you would be in buying from an individual on any other peer-to-peer marketplace
It does not leave you without rights. It is the change-of-mind right that does not normally apply, and everything below is unaffected by it
If a seller is willing to take something back because you have changed your mind, that is a matter between you and them and we are happy to pass the request on. It is a courtesy rather than an entitlement, and where it happens the buyer pays the return postage
This is the case the policy exists for. If what arrives is materially different from what the listing described – the wrong item, a fault or damage that was not disclosed, a maker or a material that turns out not to be what was stated – you are entitled to return it and be refunded
Tell us within a reasonable time of receiving it, and before using the item beyond what is needed to check it is what you expected
Being pre-owned is not itself a defect. These are second-hand possessions and ordinary age and wear are expected. The question is whether the item matches how it was described, not whether it is perfect
Tell us and we will look into it with the seller and, where the item was posted through us, with the carrier. If it cannot be found you are refunded in full, including any postage you paid
Where the item was materially not as described, the seller pays the return postage. The fault was theirs and you should not be out of pocket for it. Where you have paid it, our support team refunds it on the seller's behalf, and Downsizr recovers the amount from the seller
Where a seller agrees to take an item back for any other reason, including a change of mind, the buyer pays the return postage
Do not send anything back before contacting us. We will confirm the return address and how the postage is being handled, and an item sent back without that is much harder for us to help with
A refund goes back to the card or payment method you paid with. We do not pay refunds in credit, vouchers or to a different account
Where the whole order is being refunded, that includes the postage you paid on it. Where one item out of several is being returned, the refund covers that item, and we will tell you what happens to the postage in that case because it depends on how the order was sent
Once a refund is issued it usually reaches your account within a few working days, though the exact timing is your bank's rather than ours
Nothing on this page takes away any statutory right you have. Section 24 of our general terms of service sets those rights out, and section 24.2 provides that where anything in our terms conflicts with your statutory rights, your statutory rights prevail
In particular, a seller who is in fact trading – buying items in order to resell them, or selling at a scale and regularity that amounts to a business – may be a trader in law whatever their store is called, and in that case rights apply to your purchase that this page does not describe
Write to us at support@downsizr.com. We will acknowledge you within two working days and respond within fifteen working days
Tell us what you bought, what has happened and what you would like done. We will look at it and talk to the seller. This is the same route as section 8 of our buyer terms, and you do not need to approach the seller yourself first
If anything here is unclear, write to us at support@downsizr.com and we will help