Legal

Returns & refunds

Last updated: [DATE]

1. Right to cancel — 14 days

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving the goods, with no reason needed.

• Tell us you want to cancel within those 14 days by emailing [EMAIL].
• You then have a further 14 days to send the items back.
• We refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them.

2. Refunds

Your refund includes the item price and the standard delivery cost you originally paid. If you chose a premium or express delivery upgrade, we refund the standard rate only. Refunds are made to your original payment method, and we do not charge restocking fees on standard cancellations.

3. Return postage

• Change-of-mind returns: you pay the cost of return postage.
• Faulty or wrong items: we always cover return postage.

4. Condition of returned items

You can inspect items as you would in a shop. If an item's value is reduced through handling beyond what is necessary to check it, we may deduct that amount from your refund.

5. Exceptions to the 14-day cancellation right

The right to cancel does not apply to personalised or custom-made items, or to perishable goods such as coffee beans once supplied. It also does not apply to sealed hygiene items once they have been unsealed.

6. Faulty, damaged or misdescribed goods

Separately from the above, under the Consumer Rights Act 2015 you have the right to:

• reject faulty goods for a full refund within 30 days of delivery; and
• after 30 days and up to six months, request a repair or replacement, and if that fails, a refund.

This applies even to items normally excluded from change-of-mind returns, and we pay return postage for faulty goods.

7. How to return an item

• Contact us at [EMAIL] with your order number.
• We will confirm the return address and any instructions.
• Package the item securely and send it back, keeping your proof of postage.

8. Contact

Questions about returns? Email [EMAIL], call [PHONE], or write to us at [LEGAL ADDRESS]. We aim to reply within two working days.