Exchange and Warranty
Returns, Refunds and Warranty Policy
(United Kingdom)
This policy is in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, applicable to consumers located in the United Kingdom.
1. Right to Cancel (Change of Mind)
In accordance with the Consumer Contracts Regulations 2013, consumers residing in the United Kingdom have the legal right to cancel an online purchase within 14 calendar days from the date of receipt of the product, without the need to provide any justification.
Conditions:
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The cancellation request must be made within the statutory period of 14 calendar days.
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The product must be returned in appropriate condition, without signs of improper use and, where reasonably possible, in its original packaging.
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Certain products may be exempt from the right of return, such as personalised items or hygiene-related products once opened, as permitted by law.
Once the returned product has been received and inspected, the refund will be processed.
2. Refunds for Cancelled Orders
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Refunds will be issued within 14 days after receipt of the returned product or proof of return.
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Refunds will be made using the same payment method used in the original transaction.
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The cost of standard outbound shipping will be refunded where applicable.
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Any additional costs related to premium delivery options (e.g. express shipping) are non-refundable.
3. Faulty, Defective or Not-as-Described Products
Under the Consumer Rights Act 2015, consumers have specific rights when a product is faulty, defective, or not as described.
Consumer rights include:
a) Within 30 days of delivery
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Entitlement to a full refund, including the original delivery costs.
b) After 30 days and up to 6 months
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Entitlement to a repair or replacement at no additional cost.
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If repair or replacement is not possible, a refund may be provided.
c) After 6 months
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The consumer may request a repair, replacement, or partial refund, subject to evidence that the fault existed at the time of delivery.
4. Incorrect Items
If a consumer receives an item that differs from what was ordered:
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They must contact us as soon as reasonably possible.
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A replacement or refund will be arranged at no cost to the consumer, including return shipping.
5. Return Shipping Costs
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Where the product is faulty, defective, or incorrect, return shipping costs will be fully covered by the store.
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Where the return is due to a change of mind, return shipping costs shall be the responsibility of the consumer, unless otherwise stated.
6. How to Request a Return or Refund
To initiate a return or refund request, consumers must contact our customer support team and provide:
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Order number
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A clear description of the reason for the request
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Photos or videos, where applicable (particularly in cases of defective or incorrect items)
Following review, return instructions will be provided.
7. Non-Returnable Items
Certain items may not be eligible for return, including:
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Personalised or custom-made products
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Personal or hygiene-related products once opened
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Products damaged due to misuse, negligence, accidents, or normal wear and tear
This does not affect the consumer’s statutory rights under UK law.
8. Review and Processing Timeframes
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Requests will be reviewed within up to 5 business days.
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Refunds will be processed within the statutory timeframes once the return is confirmed.
9. Statutory Warranty
All products sold are covered by a statutory warranty under UK consumer protection laws.
This warranty covers manufacturing defects only and does not apply to damage caused by improper use, accidents, unauthorised modifications, or normal wear and tear.
10. Customer Support
For any questions or requests regarding returns, refunds, or warranty matters, consumers should contact our customer support team through our official communication channels.
Legal Notice
This policy does not exclude, limit, or replace any statutory rights granted to consumers under applicable UK legislation.