Refund and Returns Policy

Refunds & Returns Policy

1. General Provisions

We operate under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, as well as EU Consumer Rights Directive where applicable. All consumers (UK and EU) benefit from statutory protection regarding faulty, misdescribed, or unwanted goods.

2. Right of Withdrawal (Cooling-Off Period)

Consumers have 14 calendar days from the day they receive their goods to cancel the purchase for any reason. To exercise this right, please email us at [email protected] within the 14-day period.

Returned items must be shipped within 14 days. Refunds are processed within 14 days of receiving the returned goods or proof of shipment. Customers are responsible for return shipping costs unless the item is faulty or misdescribed.

3. Faulty, Misdescribed, or Unfit Goods

Customers have the right to reject faulty goods within 30 days for a full refund. After 30 days and within 6 months, we offer repair or replacement; if not possible, a refund is issued. After 6 months, customers must show the issue existed at delivery.

EU customers benefit from a 2-year legal guarantee.

4. Refund Process & Timelines

Refunds are issued via the original payment method. In the case of cancellations or rejections, we will refund the full purchase price including initial delivery charges within 14 days.

5. Return Shipping Policy

If you change your mind, you are responsible for return shipping. For faulty or misdescribed items, we will cover the cost. Please use a trackable shipping method to ensure safe return.

6. Exclusions & Exceptions

• Perishable items
• Custom-made or personalized products
• Sealed items (e.g., health or hygiene products) once unsealed
• Digital goods once download has started with consent

7. Returns Procedure

1. Contact us at [email protected] within the applicable time window.
2. Provide your order number and reason for return.
3. Receive return instructions and authorization.
4. Send the item back as instructed.
5. We process refunds within 14 days of receipt or proof of return.

8. Fault Reporting & Further Remedies

For valid claims, we will arrange return, repair or replacement at no cost. If these are not feasible, we will issue a refund.

9. International Orders

EU customers are protected under both UK and EU consumer laws. We provide all pre-contractual information in line with regulatory requirements.

10. Contact & Dispute Resolution

For questions or complaints, email [email protected]. If the issue cannot be resolved directly, you may contact the UK Competition and Markets Authority, Citizens Advice, or your local European Consumer Centre.

Summary Table