Frequently Asked Questions

Here you’ll find answers to some of our most common questions. If you need further information or can’t find what you’re looking for, please feel free to contact us - a member of our team will be happy to help.

About Thrift Butik

Thrift Butik is a UK-based, family-run business specialising in refurbished products, customer returns, and surplus stock. We focus on giving a second lease of life to items that would otherwise end up in landfill.

We sell a wide range of new, refurbished, and customer return items across multiple product categories, including household goods, electronics, tools, IT equipment, fashion, and more. Our stock includes both retail products for individual customers and wholesale items for trade buyers, all of which are clearly identified within each product listing.

Yes. Thrift Butik Ltd is a UK-based business, operating from within the United Kingdom. All orders are dispatched from the UK, and our policies are written in line with UK consumer regulations.

We purchase much of our stock in bulk, which allows us to secure lower buying prices and pass those savings on to our customers. A lower price does not mean poor quality; however, some items may have opened packaging or show minor cosmetic signs of handling or use. Every product is quality-checked and clearly described so customers know exactly what to expect before purchasing.

Product Condition & Quality

Refurbished items are products that have been previously used or returned and then inspected, tested, and, where necessary, cleaned or restored where practical and economically viable to ensure they are fully functional. Any cosmetic marks or limitations are clearly described in the product listing so customers know exactly what to expect.

Customer return items are products that have been returned by a previous buyer, often due to a change of mind, an incorrect purchase, the wrong item being received, or because the item arrived with a minor fault or was non-functional. We thoroughly inspect, test, repair where appropriate, and clean these items before resale. Any issues or limitations are clearly stated in the product listing so customers are fully informed before purchasing.

Each item is inspected and tested before being listed for sale. Our checks vary depending on the product type and may include functional testing, visual inspection, and basic performance checks to ensure the item operates as expected. Where necessary and financially viable, extended testing may also be carried out. Any faults, limitations, cosmetic marks, or missing accessories are clearly detailed in the product description.

Some items may show signs of previous use or cosmetic wear, such as light marks or scuffs, particularly where packaging has been opened or the item has been handled or returned. In some cases, cosmetic marks may be the result of improper repackaging by a previous buyer. Any noticeable cosmetic wear is clearly shown in the product photos and described in the listing so customers know exactly what to expect before purchasing.

Not always. Accessories such as cables, chargers, batteries, or manuals are only included if explicitly stated in the product listing. Any missing accessories are disclosed to the best of our knowledge; however, some items may have originally been supplied with accessories that we are not aware of. Where possible and economically viable, we may source compatible aftermarket accessories to include with the item, and this will always be stated in the listing.

Yes. The item you receive will match the description and photos provided in the product listing. We aim to accurately represent each item, including its condition, cosmetic appearance, and any known faults or limitations. Please note that minor variations may occur due to lighting or screen settings, but any significant features or issues are always clearly shown and described.

Warranty & Faults

Yes. Our products come with a 60-day warranty, unless otherwise stated in the product listing. This warranty covers functional faults that develop during normal use and provides customers with peace of mind when purchasing refurbished or customer return items.

Our 60-day warranty covers functional faults that occur during normal use and were not present or disclosed at the time of sale. If a fault develops within this period, we will assess the issue and, where appropriate, offer a repair, replacement, or refund in line with UK consumer regulations.

Our warranty does not cover damage caused by misuse, accidental damage, neglect, unauthorised repairs, or normal wear and tear. It also does not cover cosmetic imperfections that were clearly described in the product listing, consumable items (such as batteries), or issues arising from software changes, updates, or user-installed applications. Faults that were disclosed prior to purchase are not covered under the warranty.

If your item develops a fault, please contact us as soon as possible with your order details, a description of the issue, and clear photos showing the fault where applicable. Providing this information from the outset helps us assess the issue more quickly and resolve it efficiently. A member of our team will review the details and advise on the next steps, which may include further checks or returning the item for assessment.

Manufacturer warranties do not usually apply to refurbished or customer return items unless explicitly stated in the product listing. Where a manufacturer warranty is still valid or included, this will be clearly mentioned so customers know exactly what level of cover applies.

Returns & Refunds

Yes. You may return an item within 60 days of receipt if you change your mind, provided the item is returned in the same condition it was supplied in and is suitable for resale. Please note that a full refund is only issued where a confirmed fault is present; returns for change of mind may be subject to a partial refund if the item shows signs of use or handling beyond what was originally described.

You have 60 days from the date you receive your item to request a return. To be eligible, the item must be returned in the same condition it was supplied in and be suitable for resale. Full details and return instructions will be provided once you contact us.

A full refund is provided where an item is returned due to a confirmed fault that was not disclosed at the time of sale. For returns due to a change of mind, a partial refund may be issued if the item has been used, damaged, or is no longer in a condition suitable for resale. Any deductions will be assessed fairly and in line with UK consumer regulations.

If an item is returned in a condition different from how it was supplied — for example, showing signs of use, damage, missing parts, or tampering — a deduction may be made from the refund to reflect any loss in value. In some cases, the item may be deemed unsuitable for resale. All returns are assessed fairly, and any deductions are applied in line with UK consumer regulations.

Yes. Where tamper-proof seals are applied, they must remain intact for the item to be eligible for return in its original condition. If a tamper-proof seal has been removed, damaged, or broken, the item may be considered used or altered, which can affect eligibility for a full refund or, in some cases, make the item non-returnable. This helps ensure fairness and protects both parties.

Shipping & Delivery

We aim to dispatch all orders within 24 hours, with most orders dispatched by 13:00, Monday to Saturday. Orders placed before 11:00 are usually dispatched the same working day, while orders placed after the cut-off time or on non-working days will be dispatched on the next working day. If you require a more accurate dispatch timeframe, please feel free to contact us and a member of our team will be happy to assist.

Delivery options may vary depending on the item, destination, and courier availability. Where next-day or express delivery is available, this will be shown at checkout. Please note that delivery times are estimates provided by the courier and are not guaranteed.

Yes. Once your order has been dispatched, tracking information will be provided where available so you can monitor the progress of your delivery. Tracking details are usually sent via email and may also be accessible through your order confirmation.

Once your order has been handed over to the courier, delivery is managed by the courier service. In most cases, contacting the courier directly using the tracking information provided is the quickest way to resolve any delivery issues. We use a variety of courier services and purchase shipping labels through third-party providers to help keep delivery costs as low as possible. As a result, we do not always have a direct contract with the courier, and any enquiries we raise may need to go through the label provider, which can extend resolution times. If you need assistance, please feel free to contact us and we will do our best to help where possible.

Please ensure your delivery address is correct before completing your order. Once an order has been placed, we may not be able to change the delivery address, particularly if the order has already been processed or dispatched. If you notice an error, contact us as soon as possible and we will do our best to assist; however, we cannot guarantee that changes can be made once the order is in progress.

Wholesale, Joblots & Pallets

Yes. We offer wholesale, joblot, and pallet stock alongside our retail products. Wholesale items are intended for trade buyers and resellers and are clearly labelled as wholesale, joblot, or pallet listings. These listings differ from retail products in terms of pricing, condition expectations, and after-sales terms.
Wholesale prices apply to the lot as described and are not indicative of individual item value.

Wholesale, joblot, and pallet items are typically sold as trade stock and are not tested, graded, or assessed in the same way as retail items unless explicitly stated in the listing. Condition, quantity, and resale value can vary, and buyers should not expect a guaranteed return value. We always aim to price wholesale lots as fairly as possible based on the information available at the time, with the intention of offering viable resale opportunities; however, outcomes will vary depending on the buyer’s processes and market conditions. Any testing, grading, or guarantees will always be clearly stated in the product description where applicable.

Wholesale, joblot, and pallet items are sold on a trade basis and do not come with a warranty unless explicitly stated in the product listing. These items are intended for experienced trade buyers who understand the risks associated with bulk purchasing. Any warranty or guarantee will always be clearly stated where applicable.

Wholesale, joblot, and pallet purchases are suitable for trade buyers, resellers, and businesses who are experienced in handling bulk stock and mixed-condition items. We strongly encourage trade customers to inspect wholesale lots in person where possible to ensure they are happy with the contents before purchasing. While we strive to highlight and describe the items within each lot as accurately as possible, this may not always be practical or economical for every individual item. Buyers should therefore expect variation and assess suitability based on their own resale processes.

Orders, Payments & Accounts

We accept a range of secure payment methods, including major debit and credit cards and other options made available at checkout. We also offer cash payment options, including Cash on Collection and Cash on Delivery, where available. Availability of cash payments may depend on the item, delivery location, and customer history, and full details are shown during checkout.

Cash payments are available for both collection and delivery by selecting Cash at checkout. When this option is chosen, items are reserved for a limited period and must be collected or paid for on delivery within the agreed timeframe. Full payment is required before items are released or handed over. Cash on delivery may not be available for all items or locations, and full terms are displayed during checkout and after the order is placed.

If a cash on delivery order cannot be completed due to non-payment, refusal, or failure to receive the delivery, the order will be considered incomplete. Any costs incurred as a result, including delivery, return, or handling charges, may be recoverable. Repeated failed cash on delivery orders may result in restriction or suspension of future purchasing privileges.

Cash on delivery may be restricted for new customers with no previous purchasing history. In such cases, customers may be required to contact us before placing an order so we can confirm eligibility and make appropriate arrangements. This helps us reduce failed deliveries and ensure a smooth transaction for both parties.

Yes. We do not store or retain any payment information. All online payments are processed securely through Shopify’s approved checkout systems, which use industry-standard security measures to protect your personal and financial information.

No. You do not need to create an account to place an order. However, creating an account allows you to track your orders more easily, view order history, and manage your details for future purchases.

Yes. An invoice or receipt is provided for all orders. All prices shown and all invoices issued are inclusive of VAT, unless otherwise stated. If you require a copy of your invoice or have specific invoicing requirements, please contact us and we’ll be happy to assist.

Our products are priced competitively based on condition, market value, and the nature of refurbished, returned, or surplus stock. In most cases, prices are fixed and non-negotiable. On occasion, we may consider reasonable offers; however, any offers must be agreed in advance, and customers should not expect prices to be negotiated or changed at the point of collection or delivery without prior arrangement.

Sustainability & Responsible Resale

Buying refurbished helps reduce waste by extending the usable life of products that might otherwise end up in landfill. By reusing, repairing, and reselling returned or surplus items, we help reduce the demand for new manufacturing, lower resource consumption, and support a more sustainable approach to retail.

Items that cannot be resold are assessed on a case-by-case basis. Where possible, products or components may be reused, repaired, or responsibly recycled. Items that are no longer suitable for reuse are disposed of in line with relevant environmental regulations, with the aim of minimising waste and environmental impact wherever possible.

Legal, Security & Transparency

We record serial numbers on certain items for security, identification, and audit purposes. This helps us prevent fraud, manage returns accurately, and ensure that any item returned to us is the same item originally supplied. Serial numbers are handled in line with our privacy policy and are not shared unnecessarily.

In some cases, we apply tamper-proof security seals directly to the product for identification and security purposes. These seals help us verify that an item has not been altered or swapped in the event of a return. Items are not sealed in retail packaging for dispatch; instead, orders are packed securely using opaque parcel bags or black shrink wrap to protect the contents during transit and maintain discretion. Where tamper-proof seals are applied, this is intended to help ensure fairness for both parties.

We take customer data and privacy seriously. Personal information is used only where necessary to process orders, arrange delivery or collection, and meet our legal and accounting obligations. Data is stored securely using password-protected systems and appropriate security measures, and access is limited to authorised personnel only. We do not sell or misuse customer data, and all information is handled in line with applicable data protection laws. Full details are available in our Privacy Policy.