Return Policy

Effective Date: 3rd April 2025

1. Overview

At Staco Afro & Caribbean Market, we want you to be completely satisfied with your purchase.
If something isn’t right, we’re here to help in line with your rights under the Consumer Rights Act 2015 and other applicable UK laws.

This policy explains when and how you can return items, request exchanges, or claim refunds for orders placed on stacomarket.co.uk.

2. Eligibility for Returns

You may return eligible products within 14 days of receiving your order, provided that:

  • The item is unused, unopened, and in its original packaging.
  • All seals, labels, and safety packaging are intact.
  • The item is in resalable condition.
  • You have proof of purchase (order confirmation, invoice, or receipt).

Please note: due to the nature of certain products, some items are non-returnable (see Section 3).

3. Non-Returnable & Non-Refundable Items

For health, hygiene, and safety reasons, we cannot accept returns or offer refunds on the following unless the item is faulty or damaged:

  • Opened or used skincare, cosmetics, or beauty products.
  • Perishable or temperature-sensitive items.
  • Gift cards, discount vouchers, or digital downloads (if applicable).
  • Any item not in its original packaging.

If a non-returnable item arrives faulty or damaged, please contact us immediately so we can arrange a replacement or refund.

4. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect product:

  1. Contact us within 48 hours of delivery through our Contact Page.
  2. Provide your order number, photo evidence, and a brief description of the issue.
  3. We will review and confirm the issue within 2–3 working days.

Depending on the case, we may:

  • Replace the item at no additional cost, or
  • Issue a full refund, including standard shipping costs.

We may ask you to return the item (at our cost) before issuing a replacement or refund.

5. How to Return an Item

To initiate a return:

  1. Contact our support team via the Contact Page.
  2. Wait for confirmation and return instructions.
  3. Repack the item securely in its original packaging.
  4. Include proof of purchase and your order number.
  5. Ship the item to the return address provided in our confirmation email.

We recommend using a trackable courier service, as we cannot take responsibility for items lost in transit.

Customers are responsible for return shipping costs unless the item is faulty or sent in error.

6. Refunds

Once your return is received and inspected:

  • We will email you to confirm approval or rejection of your refund.
  • If approved, refunds will be processed within 5–10 working days to your original payment method (via Stripe).
  • Shipping fees (if applicable) are non-refundable, except when an item is faulty or incorrect.

Please note: refund processing times may vary depending on your payment provider.

7. Exchanges

We currently do not offer direct exchanges.
If you would like to replace an item with another product, please:

  • Return the unwanted item as outlined above, and
  • Place a new order for the desired item.

8. Order Cancellations

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receipt, for any reason.
To cancel your order:

  • Contact us before the item is shipped, or
  • If the order has been dispatched, follow the return procedure above after receiving it.

Once your cancellation is confirmed, we’ll process your refund in accordance with Section 6.

9. Late or Missing Refunds

If you haven’t received your refund after 10 working days:

  1. Check with your bank or card provider first.
  2. Then contact us via the Contact Page so we can investigate.

10. Your Legal Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, which guarantees that goods supplied must be as described, fit for purpose, and of satisfactory quality.
If your purchase does not meet these criteria, you are entitled to a repair, replacement, or refund.

11. Contact Us

If you have questions or wish to initiate a return or refund request, please contact us through our Contact Page.
Our customer support team will guide you through the process.

Shopping Basket
Scroll to Top