Legal · The Mum Hub
Buyer Protection Policy
How we protect Buyers when something goes wrong with an order.
Last updated: 3 June 2026
What's covered
Item not received within the seller's stated dispatch and delivery window plus 7 working days; item received that is significantly not as described, faulty, counterfeit, unsafe, or missing parts; unauthorised payments.
What's not covered
Buyer's remorse outside the statutory 14-day cancellation window for sealed hygiene items, personalised goods, perishables and digital downloads opened by the Buyer; damage caused after delivery; off-platform transactions; collection-in-person handovers where the Buyer has confirmed receipt with the handover code.
How to claim
Open a dispute from the order page within 30 days of the expected delivery date. Provide photos, packaging and any tracking detail. We will give the Seller 5 working days to respond, then make a decision. Eligible refunds are paid back to the original payment method within 10 working days.
Escrow
For collection-in-person and high-value listings we may hold the payment in escrow until the Buyer confirms receipt via a one-time handover code or the dispute window closes.