Refunds and Returns Policy

RETURNS AND REFUNDS

On The Square Emporium
Last Updated: 31st October 2025

What is On The Square Emporium?

On The Square Emporium is a commission-based retailer of third-party items that are sold on behalf of commission-vendors on consignment or at auction. On The Square Emporium does not own the stock.

We act as agent for sellers (commission-vendors), which means the contract of sale is between you (the buyer) and the seller. However, we handle all aspects of the transaction and are your main point of contact.

Your Rights as a Customer

Once a sale is confirmed, we will provide you with information on the purchased item including the total cost and any additional delivery charges.

Items are sold “as is.” It is your responsibility to inspect items prior to purchase.

We will, at the time of sale, point out any imperfections or faults with the item to the best of our knowledge.

IN-STORE (FACE-TO-FACE) PURCHASES

Return Period

There is a strict 30-day return period for most items after which the commission-seller is paid out and the sale cannot be refunded.

RUGS: There is a strict 14-day return period for rugs after which the commission-seller is paid out and the sale cannot be refunded.

When We Offer Refunds

For in-store purchases, we are not legally obliged to offer a refund unless you can demonstrate that:

  • You have been misinformed about the item; OR
  • The item sold was faulty or not fit for purpose; AND
  • These faults were not pointed out to you at the time of purchase.

If you can demonstrate that we did not point out a fault at the time of sale, a refund will be offered (within the time limits above).

Proof of Purchase

You must produce a receipt of sale or proof of transaction (e.g., credit card receipt) before a refund is issued.

Refund Timeline

If a refund is due, it will be issued within 14 days of the agreed refund date.

Delivery for In-Store Purchases

If delivery is requested at the time of purchase, we will deliver items within 30 days of the date of purchase.

Delivery days and times may vary. We will attempt to schedule delivery to suit you; however, dates and times cannot be guaranteed.

If items are not delivered within 30 days of the date of sale, you have the right to request and receive a full refund.

ONLINE PURCHASES

Your Statutory Cancellation Rights

For online and telephone purchases, you have the right to cancel your order within 14 days without giving any reason. This is known as the “cooling-off period” under the Consumer Contracts Regulations 2013.

This right begins from the moment you complete your online purchase and ends 14 days from the date you receive the goods.

Pre-Contract Information

We provide you with the following information before you purchase:

  1. A description of the goods
  2. The total price of goods (including VAT)
  3. Information on how to pay for the goods
  4. Information on delivery charges and other relevant costs
  5. Details of our return policy and who is responsible for the return of items

How to Cancel

To cancel, you must inform us clearly of your decision. You can:

  • Email us at conor@onthesquareemporium.com with your order number and a clear statement of cancellation
  • Write to us at our registered office address
  • Call us or visit us in-store

Example wording: “I hereby give notice that I cancel my contract for the purchase of the following item(s): [insert item details and order number].”

Cancellation Timeline

  • If you cancel before the item is shipped: A full refund (including delivery charges) will be issued immediately.
  • If you cancel after receiving the item: You have 14 days after receipt to initiate a return and return the goods to us.

Return Postage

  • If you cancel an order in line with the above cancellation procedure, you must pay for the return of the item.
  • If you receive an item and it is damaged or faulty, we will cover the cost of any return postage.

Refund Timeline for Online Orders

Once we receive the returned item (or proof of postage), we will refund the price paid for the item(s) within 14 days.

Risk During Return

Important: We will not take responsibility for any items that get lost or damaged during transit when you are returning them. We recommend using a tracked and insured postal service.

If goods are returned damaged (due to poor packaging or courier mishandling during your return), a refund will not be issued.

RUGS – Special Rules for Online Purchases

Rugs must be returned within 14 days of receipt. This timeframe aligns with the statutory cancellation period and supersedes any longer return windows.

After 14 days, rug returns will not be accepted as commission-vendors are paid out.

Delivery for Online Purchases

  1. We are responsible for purchased items until they reach you.
  2. We will dispatch items within 2 working days of the purchase date. If for any reason dispatch is delayed, you will be contacted within 24 hours of the purchase date and advised of the expected delivery date.

Exceptions to Cancellation Rights

Consumer contract regulations state that you do not have the right to cancel in the following instances:

  • Purchase of CDs/DVDs or software if the seal is broken
  • Perishable items
  • Tailor-made items
  • Personalised items

REPLACEMENT ITEMS

We rarely stock more than one of any item; however, if you return a faulty item, a replacement will be offered if one is available.

Once a replacement has been agreed, you must return the faulty item within 14 days of the replacement agreed date.

SALE / SECOND-HAND ITEMS

All of the refund rights detailed above apply regardless of whether you purchased a product on sale or second-hand.

GIFT VOUCHERS

Purchasing Vouchers

If a gift voucher is purchased online, it will be dispatched within 2 working days of purchase.

Redeeming Your Voucher

Vouchers can be redeemed in-store or online (as specified on the voucher).

Vouchers cannot be exchanged for a cash equivalent.

Refunds on Vouchers

  • Vouchers bought in-store: We do not offer refunds on vouchers bought in-store.
  • Vouchers bought online: Your consumer rights for online purchases apply. You have the right to cancel from the moment an online purchase is completed. You will be refunded if you cancel within 14 days from the date you receive the voucher. After 14 days, refunds cannot be issued.

ITEMS SOLD ON CONSIGNMENT

How Commission-Vendor Payment Affects Returns

We pay commission-vendors after a set period following your purchase:

  • Most items: 30 days after sale
  • Rugs: 14 days after sale

This payment timing is important as it affects your ability to return items:

Returns BEFORE Vendor is Paid

If you initiate a return before we have paid the commission-vendor, we will:

  • Accept the return
  • Advise the commission-vendor that their item has been returned
  • Put the item back out for sale
  • Issue you a full refund

Returns AFTER Vendor is Paid

If you initiate a return after we have paid the commission-vendor:

  • The item is considered ours
  • We may, at our discretion, accept the return and issue a refund
  • However, we are not obliged to do so (except where you have statutory rights, such as faulty goods or the 14-day online cooling-off period)

DEPOSITS

If you purchase an item and leave a holding deposit, we will hold the item for 30 days from the date of purchase.

If you do not finalize the purchase and pay the balance outstanding within 30 days, the item will be put back out for sale and the deposit will not be refunded.

STORAGE

Free Storage Period

If you pay for an item in full but cannot take delivery, we can store it for 14 days from the date of purchase free of charge.

Extended Storage Charges

If you fail to collect an item or arrange delivery within 14 days, we reserve the right to charge storage fees of up to £100 per month, for a maximum of six months.

Abandonment

If you fail to collect an item within six months of the purchase date, the item will be listed for sale again and you will not receive a refund.

Liability During Storage

We accept no liability for any loss or damage that occurs to your items from the date of purchase to the time it is collected, except where caused by our negligence.

SELLING ITEMS BACK TO THE STORE

We are not obligated to buy back items from customers.

We will give each transaction due consideration and will deal with items on a piece-by-piece basis, at a price that need not reflect the original purchase price of the item.

FAULTY OR MISDESCRIBED ITEMS

If an item is faulty or significantly not as described, you may be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

Please contact us as soon as possible if you believe an item is faulty or misdescribed.

FULL TERMS AND CONDITIONS

This page provides a summary of our returns and refunds policy. For complete details, including information about liability, data protection, and all other terms, please see our full Terms and Conditions.

CONTACT US

If you have any questions about returns or refunds, please contact us:

On The Square Emporium
Unit A3, Sydenham Business Park
17 Heron Road
Belfast BT3 9LE
Northern Ireland

Email: info@onthesquareemporium.com
Website: www.onthesquareemporium.com

Last Updated: 31st October 2025

By making a purchase, you confirm that you have read and understood our returns and refunds policy.