Legal
Returns & refunds
Last updated: [DATE]
We want you to be happy with your order from [BRAND]. This policy sets out how to return items and the rights you have under UK law. Nothing here reduces your statutory rights.
1. Changed your mind? You have 14 days
Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving the goods — no explanation needed.
- Tell us within those 14 days by emailing [EMAIL].
- You then have a further 14 days to send the items back.
- We refund you within 14 days of receiving the goods, or of your proof of postage — whichever comes first.
2. What your refund covers
Your refund includes the item price and the standard delivery cost you originally paid. If you chose an express upgrade, we refund the standard rate. Refunds go back to your original payment method, and we don't charge restocking fees on standard cancellations.
3. Who pays return postage
- Change-of-mind returns: you cover the cost of return postage.
- Faulty, damaged or wrong items: we always cover return postage.
4. Condition of returned items
You're welcome to inspect an item as you would in a shop. If its value is reduced by handling that goes beyond checking it, we may deduct that amount from your refund.
5. When the 14-day cancellation right doesn't apply
The change-of-mind right doesn't cover sealed hygiene or audio products once you've unsealed them, or items made or personalised to your specification. Your rights on faulty goods, below, still apply in full.
6. Faulty, damaged or misdescribed goods
Separately from the above, the Consumer Rights Act 2015 gives you the right to:
- Reject faulty goods for a full refund within 30 days of delivery.
- After 30 days and up to six months, ask for a repair or replacement; if that fails, a refund.
This applies even to items normally excluded from change-of-mind returns, and we pay return postage on faulty goods.
7. How to return an item
- Email [EMAIL] with your order number.
- We'll confirm the return address and any instructions.
- Package the item securely and send it to [LEGAL ADDRESS].
- Keep your proof of postage until your refund lands.
8. Contact
Questions about a return? Email [EMAIL], call [PHONE], or write to [LEGAL ADDRESS]. We aim to reply within 2 working days.