Return Policy

Our Returns Policy

We want you to be completely happy with your purchase. If something isn't right, this page explains your rights and how to return an item. Our policy is designed to meet or exceed your legal rights under UK consumer law.

1. Your Right to Cancel (Change of Mind Returns)

Legal basis: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Because you bought from us online, you have the right to cancel your order and return any item within 14 days of receiving it — no reason required. This is your statutory "cooling-off" period. Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.

To exercise this right, simply contact us within 14 days of receiving your order to let us know you wish to cancel. Items must be returned in their original, unused condition. Please note: the cost of return postage is your responsibility for change-of-mind returns, unless the item is faulty or not as described.

2. Faulty, Damaged or Incorrect Items

Legal basis: Consumer Rights Act 2015

Under the Consumer Rights Act 2015, all goods sold must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty, damaged, or is not what you ordered, you have the following rights:

Within 30 days of purchase: You are entitled to a full refund. We will also cover the cost of return postage.

Between 30 days and 6 months: You have the right to a repair or replacement. If a repair or replacement is not possible or fails, you are entitled to a refund. We will cover the cost of return postage.

After 6 months: You may still have rights to a repair or replacement, though you may need to demonstrate the fault existed at the time of purchase.

3. How to Start a Return

To return an item, please contact us before sending anything back. You can reach us via the contact form on our website or by emailing us directly. Please include your order number, the item(s) you wish to return, and the reason for the return. We will then provide you with return instructions.

We recommend using a tracked postal service for your return, as we cannot be responsible for items lost in transit that were not sent with tracking.

4. Refunds

Legal basis: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015

Once we have received and inspected your returned item, we will process your refund within 14 days. By law, we must refund you using the same payment method you used to place your original order, unless you have explicitly agreed to a different method. We cannot charge a fee for processing your refund.

For change-of-mind returns, we will refund the original cost of the item and the standard outbound delivery cost. We will not refund any premium delivery charges (for example, express shipping) beyond the standard rate.

5. Items Exempt from the Right to Cancel

Legal basis: Consumer Contracts Regulations 2013, Regulation 28

Certain items cannot be returned under the 14-day cooling-off right by law. These include:

Sealed items that have been opened and cannot be resold for hygiene reasons — for example, cosmetics or personal care items where the seal has been broken. This exemption only applies if the item was sealed at the time of delivery.

Personalised or custom-made items — goods that have been made to your specific requirements or personalised cannot be returned under the cooling-off right, as they cannot be resold.

Please note: these exemptions do not affect your rights under the Consumer Rights Act 2015. If an exempt item is faulty, not as described, or not fit for purpose, you are still entitled to a remedy.

6. Exchanges

We are happy to offer an exchange where possible. Please contact us in the same way as a standard return and let us know what you would like instead. Exchanges are subject to stock availability. If the item you want is unavailable, we will issue a refund instead.

7. Consumer Rights Summary

Your statutory rights are protected under the following UK legislation:

Consumer Rights Act 2015 — gives you rights when goods are faulty, not as described, or not fit for purpose. This applies to all purchases regardless of whether you buy online or in store.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — gives online shoppers a 14-day right to cancel and return goods bought at a distance (online, by phone, or by mail order).

Nothing in this policy affects your statutory rights. If you are unsure of your rights, you can get free advice from Citizens Advice (citizensadvice.org.uk) or the Citizens Advice consumer helpline.