Refund policy

Return & Refund Policy

Last Updated: May 2026

Thank you for shopping with us. We value our customers and aim to provide a fair and transparent returns and refunds process in accordance with applicable consumer laws in the United Kingdom.

Please read this Return & Refund Policy carefully before making a purchase.

1. Overview

We accept returns within 30 days from the date you receive your order.

  • Returns are accepted for eligible products within 30 days.

  • Customers are responsible for return shipping costs.

  • We do not charge restocking fees.

  • We do not currently sell items marked as final sale.

This policy applies to customers located in the United Kingdom.

2. Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection laws, including your rights under the:

  • Consumer Rights Act 2015

  • Consumer Contracts Regulations 2013

Under UK law, customers may have the right to cancel certain online purchases within 14 days of receiving goods for any reason.

If goods are faulty, damaged, not as described, or unfit for purpose, you may also be entitled to a repair, replacement, or refund.

3. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The return request must be made within 30 days of delivery.

  • The item must be in its original condition.

  • The item must not show signs of excessive use, wear, damage, or alteration.

  • The item should include original packaging, accessories, manuals, labels, and tags where applicable.

  • Proof of purchase must be provided, such as an order confirmation or receipt.

We reserve the right to refuse returns that do not meet these conditions.

4. How to Request a Return

To start a return, please contact our customer support team with the following information:

  • Full name

  • Order number

  • Email address used for the order

  • Reason for the return

  • Photos of the item if it arrived damaged or incorrect

Once your request has been reviewed and approved, you will receive return instructions.

Please do not send items back without prior authorisation, as this may delay processing.

5. Return Shipping

Unless otherwise stated, customers are responsible for arranging and paying for return shipping costs.

We strongly recommend:

  • Using a tracked shipping service

  • Retaining proof of postage

  • Packaging items securely to prevent damage during transit

We are not responsible for returns that are lost, delayed, or damaged during return shipping.

If an item is confirmed to be faulty, damaged, or incorrect due to our error, we may reimburse reasonable return shipping costs where applicable.

6. Inspection of Returned Items

All returned items are inspected upon arrival.

We reserve the right to reject a return if:

  • The item has been used beyond what is necessary to inspect it

  • Parts are missing

  • The item is damaged due to customer handling

  • The item is returned in an unsanitary condition

  • The return does not comply with this policy

If a return is rejected, the item may be returned to the customer at the customer’s expense.

7. Refund Process

Once your return has been received and inspected, we will notify you regarding the status of your refund.

If approved, refunds will be issued to the original payment method used during checkout.

Refund processing times may vary depending on your payment provider, but typically:

  • Card refunds: 3–10 business days

  • PayPal refunds: up to 5 business days

  • Other payment methods: processing times may vary

Original shipping charges are non-refundable unless:

  • The item arrived damaged

  • The item was incorrect

  • The item was faulty

  • The return is required by applicable law

8. Exchanges

We currently do not offer direct exchanges.

If you would like a different item, size, colour, or variation, please return the original item and place a new order separately.

9. Faulty, Damaged, or Incorrect Items

If you receive an item that is:

  • Faulty

  • Damaged

  • Defective

  • Incorrect

  • Missing parts

please contact us as soon as possible after delivery.

To help us resolve the issue quickly, we may request:

  • Clear photographs of the issue

  • Packaging photos

  • Order details

Where appropriate, we may offer:

  • A replacement

  • A repair

  • A partial refund

  • A full refund

depending on the circumstances and your legal rights.

10. Non-Returnable Items

At this time, we do not designate any products as final sale.

However, certain items may not be eligible for return where permitted by law, including but not limited to:

  • Personalised or custom-made products

  • Perishable goods

  • Sealed items that are not suitable for return for hygiene reasons once opened

  • Digital downloads or downloadable software once accessed

Any such exclusions will be clearly stated on the product page where applicable.

11. Late or Missing Refunds

If you have not yet received your refund:

  1. Check your bank account again.

  2. Contact your card provider or bank, as processing times can vary.

  3. Contact your payment provider.

If you have completed these steps and still have not received your refund, please contact our customer support team.

12. Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been shipped, it must be returned in accordance with this Return & Refund Policy.

Under UK distance selling regulations, eligible customers may still exercise their statutory cancellation rights within the legally required timeframe.

13. Fraud Prevention

For security purposes, we reserve the right to:

  • Request identity verification

  • Refuse suspicious return requests

  • Limit or reject returns that indicate abuse of the policy

This includes excessive returns activity, returned items inconsistent with the original order, or evidence of misuse.

14. Contact Information

If you have any questions regarding this Return & Refund Policy or would like assistance with a return, please contact our customer support team.

Please include your order number in all correspondence to help us assist you more efficiently.

15. Policy Updates

We reserve the right to modify or update this Return & Refund Policy at any time without prior notice.

Any updates will become effective immediately upon publication on our website.

We encourage customers to review this policy periodically before making a purchase.