Returns & Refunds
Returns & Refunds
We want you to be happy with your purchase. Please read our returns and refund policy below.
Our Returns Policy
If you purchase from our online store, you have consumer rights under applicable UK law. We aim to make the return process as simple and straightforward as possible.
If you change your mind about your purchase, you may generally cancel your online order within 14 days of receiving your goods, subject to applicable exceptions.
14-Day Cancellation
For eligible online purchases, you generally have 14 days from receiving your goods to tell us you want to cancel.
Return Within 14 Days
Once you notify us of cancellation, eligible goods should generally be sent back within a further 14 days.
Refunds
Where a refund is due, we aim to process it promptly and within the applicable UK legal timeframe.
Return & Refund Overview
| Situation | What You Can Do | Refund / Resolution |
|---|---|---|
| Changed your mind | Contact us within 14 days of receiving your online order to exercise your cancellation right, where applicable. | Eligible goods can generally be returned for a refund. |
| Item is faulty | Contact us as soon as possible with details and, where helpful, photographs of the issue. | Depending on the circumstances, you may be entitled to repair, replacement, price reduction or refund. |
| Item is not as described | Contact our customer support team with your order details. | We will work with you to provide the appropriate remedy under applicable consumer law. |
| Damaged during delivery | Contact us promptly and provide photographs of the packaging and item where possible. | We will assess the issue and arrange an appropriate resolution. |
| Refund processing | Once your return and refund entitlement has been confirmed. | Refunds are generally made using the original payment method, subject to applicable law. |
How to Request a Return
To request a return or cancellation, please contact our customer support team with the following information:
- Your order number
- Your full name
- The item you wish to return
- The reason for the return, if applicable
- Photographs if the item is damaged or faulty
Condition of Returned Items
Customers may handle goods as reasonably necessary to inspect them in the same way they would in a shop. Please take reasonable care of items while they are in your possession.
Where applicable, a refund may be affected if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Items That May Be Excluded
Certain products may be excluded from cancellation or return rights where permitted by UK law. These can include, depending on the product:
- Personalised or custom-made products
- Perishable goods
- Sealed goods that cannot be returned for health or hygiene reasons once opened
- Other products specifically excluded by applicable law
Return Shipping
If you are cancelling an eligible online order because you have changed your mind, you may normally be responsible for the direct cost of returning the goods unless we have agreed to cover those costs or the goods are faulty, incorrect or otherwise require a remedy from us.
Where an item is faulty, damaged, incorrect or not as described, please contact us before returning it so we can provide the appropriate instructions.
Refunds
Where you have a legal right to a refund following cancellation of an eligible online purchase, we will process the refund in accordance with applicable UK law.
For eligible cancellations, the standard delivery charge may also be refundable. If you selected a more expensive delivery option, we may only be required to refund the cost of the least expensive standard delivery option.
Need Help With a Return?
Our support team is here to help you with your return, refund or cancellation request.
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