RETURN AND REFUND
Last Updated: 16 October 2026
At [Store Name], customer satisfaction is our priority. We want you to shop with confidence and enjoy a smooth shopping experience. If you are not completely satisfied with your purchase, please review our return and refund policy below.
1. Returns Policy
You have the right to cancel most online purchases within 14 days of receiving your order, without giving a reason.
After notifying us of your decision to cancel, you have a further 14 days to return the item.
To request a return, please contact our customer support team using the details provided below.
2. Return Conditions
For change-of-mind returns, we kindly ask that:
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Items are returned with their original accessories and packaging where possible.
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Products are packaged securely to prevent damage during transit.
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You provide your order number or proof of purchase.
You may inspect and try products as you would in a physical shop. Excessive handling that reduces an item's value may result in a lawful deduction from your refund.
3. How to Request a Return
To initiate a return:
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Contact us at [Your Email Address].
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Provide your order number and details of the item you wish to return.
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Our customer support team will provide return instructions and the appropriate return address.
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Send the product to the provided return address.
Please do not send items back without obtaining the correct return address.
4. Refund Policy
Once your return has been received, we will inspect it where appropriate and process your refund in accordance with your statutory rights.
For eligible cancellations, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Refunds will normally be issued to your original payment method.
Where applicable, refunds include the original standard delivery charge. Additional charges for premium or express delivery may not be refunded.
5. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as reasonably possible.
Include:
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Your order number
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A description of the issue
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Photos of the item, if available
We will review the issue and arrange an appropriate resolution, such as a refund, repair, or replacement, in accordance with UK consumer law.
For faulty or misdescribed products, your statutory rights apply independently of our change-of-mind returns policy.
6. Return Shipping Costs
For change-of-mind returns, customers are responsible for return postage costs where this has been clearly communicated before purchase.
If an item is faulty, damaged, or incorrect, we will cover reasonable return shipping costs where required by law.
Please use a tracked delivery service where possible and retain your postage receipt.
7. Non-Returnable Items
Certain products may be exempt from change-of-mind cancellation rights, including:
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Products made to your individual specifications or clearly personalised.
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Perishable goods.
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Sealed hygiene or health protection products that have been unsealed after delivery.
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Other items specifically exempt under applicable law.
These exceptions do not affect your statutory rights if an item is faulty, misdescribed, or otherwise fails to meet legal requirements.
8. Exchanges
If you would like to exchange an item for a different size, colour, or product, please contact our customer support team.
Exchanges are subject to product availability. Where a direct exchange is unavailable, you may return an eligible item and place a new order.
9. Order Cancellations
If you wish to cancel an order before dispatch, please contact us as soon as possible.
If your order has already been dispatched, you can still exercise your applicable statutory cancellation rights after delivery.
10. Late or Missing Refunds
If you have not received your refund after confirmation that it has been processed, please check your bank or payment account.
Processing times may vary depending on your payment provider.
If your refund is still missing, please contact our customer support team for assistance.
11. Your UK Consumer Rights
This policy does not limit or exclude your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Where goods are faulty, not as described, or not fit for purpose, you may be entitled to a refund, repair, or replacement in accordance with UK law.
