Refund policy

Refunds and Returns Policy

This policy applies to all purchases made from our retail store and does not affect your statutory rights under UK law.

1. Faulty, Damaged or Misdescribed Goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.

Your rights:

  • Within 30 days of purchase:
    You are entitled to a full refund if the item is faulty, damaged, or not as described.

  • After 30 days and within 6 months:
    We will offer a repair or replacement in the first instance.
    If repair or replacement is unsuccessful or not possible, you may be entitled to a refund or price reduction.

  • After 6 months:
    You may still have rights, but you may be required to prove the fault was present at the time of purchase.

Refunds will be issued using the original payment method unless otherwise agreed.

2. Change-of-Mind Returns (Non-Faulty Goods)

We are not legally required to accept returns for change of mind. However, we may offer returns or exchanges as a gesture of goodwill under the following conditions:

  • Items must be unused, in original condition, and with original packaging

  • Returns must be made within [X] days of purchase

  • Certain items may be non-returnable (see Section 5)

Refunds or exchanges for change-of-mind returns are at our discretion and may be offered as:

  • Exchange

  • Store credit

  • Refund (if stated at point of sale)

3. Proof of Purchase

A valid proof of purchase is required for all returns, refunds, or exchanges. This may include:

  • Receipt

  • Order confirmation

  • Bank or card statement (where applicable)

Without proof of purchase, we may be unable to process a return.

4. Refund Processing

  • Approved refunds will be processed within a reasonable timeframe

  • Refunds will be issued to the original payment method

  • Delivery charges are refundable only where goods are faulty

5. Exclusions

The following items are non-returnable unless faulty:

  • Perishable goods

  • Personalised or custom-made items

  • Sealed hygiene or health products once opened

  • Gift cards or vouchers

This does not affect your statutory rights if the item is faulty or misdescribed.