Statutory Refund & Cancellation Policy (UK)
This policy sets out your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Your Right to Cancel (Distance Selling Regulations)
When purchasing online or by phone, you have the legal right to change your mind and cancel your contract within 14 calendar days of receiving your goods.
- Cancellation Period: You have 14 days from the day you (or a third party designated by you) receive the goods to notify us of your decision to cancel.
- Returning the Goods: Once you notify us, you must send the goods back to us within 14 calendar days of that notification.
Exemptions from the Right to Cancel: The right to cancel does not apply to:
- Goods that are perishable or deteriorate rapidly (e.g., fresh food, flowers).
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery (e.g., cosmetics, earrings, underwear, personal care items).
- Sealed audio recordings, video recordings, or computer software once unsealed.
- Goods made to your bespoke specifications or clearly personalised.
- Digital downloads once the download or streaming has begun (where you consented to waive the cancellation period).
2. Handling and Condition of Cancelled Goods
You are permitted to inspect and examine the goods to establish their nature, characteristics, and functioning in the same manner you would in a high-street shop.
If goods are returned diminished in value due to unnecessary or excessive handling beyond what is necessary to inspect them, we reserve the statutory right to deduct an amount corresponding to that loss in value from your refund.
3. Faulty, Damaged, or Incorrect Goods (Consumer Rights Act 2015)
Under UK law, goods must be as described, fit for purpose, and of satisfactory quality. If your items do not meet these standards, you are entitled to the following statutory remedies:
- Within 30 Days: If the product is faulty or not as described, you have the right to reject the item and claim a full refund.
- After 30 Days (Up to 6 Months): If a defect develops, you are entitled to request a repair or replacement. If a repair or replacement is impossible or unsuccessful, you are entitled to a full refund or price reduction.
- Return Postage for Faulty Goods: We will cover or reimburse reasonable return postage costs if an item is confirmed faulty, damaged, or not as described.
4. Refunds & Outbound Delivery Charges
If you cancel an order under your 14-day statutory rights:
- Purchase Price: We will issue a full refund for the returned items (including sale items).
- Outbound Delivery: We will refund the original delivery charge up to the cost of our standard, least expensive delivery option. Premium or expedited delivery charges are non-refundable.
- Method & Timing: Refunds are processed within 14 calendar days of either:
- Receiving the returned goods back; or
- Receiving official proof that the goods have been dispatched back to us.
- Refunds are issued using the same payment method used for the original transaction, at no extra cost to you.
5. Return Shipping Costs
- Change-of-Mind Returns: Unless otherwise stated or agreed, you are responsible for the direct cost of returning goods when exercising your 14-day right to cancel.
- Faulty Items: You will not bear the cost of return postage for faulty or incorrect items.
6. How to Cancel or Return an Item
To exercise your statutory right to cancel, notify us before the 14-day cancellation period expires:
- Email: [email protected]
- Return Address: Office 628, 18 Young St, Unit Lge, Edinburgh, United Kingdom, EH2 4JB
Please include your order number, name, and details of the items you wish to return. Proof of purchase (such as your confirmation email or invoice) is required.