Return Policy – Your rights to cancel
Our return policy lasts 30 days from receipt of goods. This is in addition to your statutory rights.
Unwanted items can be returned for a full refund, even if you have opened them for inspection, if you cancel your order within 30 days from the day you receive your goods. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them. The goods must be returned unused and in the same condition that you received them. They must also be in the original packaging. If 30 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange, with the exclusion of faulty items.
If the goods have not yet been processed for shipping, we will refund you within 14 days from receiving your cancellation request (see more information about refunds below).
If the goods have already been processed for shipping, we will not refund the packing and postage charges.
If the goods are in transit or have been delivered, you have another 14 days to return the goods once you have told us that you want to cancel. We do not cover the cost of return postage. We will refund you within 14 days of receiving the goods back (see more information about refunds below).
Several types of goods are exempt from being returned, and a refund is only offered if the item is faulty, such as:
- Perishable goods such as food, flowers, newspapers or magazines
- Personalised items and custom-made items, e.g. curtains
- Intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
- Unwrapped CDs, DVDs and computer software.
We do not give refunds if you damaged an item by trying to repair/modify it yourself or getting someone else to do it (though you may still have the right to a repair, replacement or partial refund).
There are certain situations where only partial refunds are granted (if applicable)
- Any item is not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
How to cancel
You can cancel an order by completing the cancellation form here, or reaching out to us via email at firstname.lastname@example.org
You should keep evidence of having given notice of cancellation, such as an e-mail conversation.
To complete your cancellation, we require the acknowledgement number on the email you received at the time you placed your order.
How to return your item
To return your item/s, we shall provide you with the mailing address once we have received your cancellation request.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over £75/$75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to your card or original method of payment, within 14 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
All instructions to cancel, return, refund or exchange should be clear and quote the acknowledgement number on the email you received at the time you placed your order.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and she/he will find out about your return.
This changes per product that we offer. Please see the product description for more details.