Refund policy
Refund & Returns Policy
Your Right to Cancel (UK Consumer Contracts Regulations 2013)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for any reason.
You then have a further 14 days to return the goods to us.
To exercise your right to cancel, you must inform us by email at:
You must return the goods unused and in resale-able condition.
You are responsible for the cost of returning the goods unless they are faulty.
Refunds will be processed within 14 days of receiving the returned goods (or evidence that they have been returned).
30-Day Returns Policy (Goodwill Policy)
In addition to your statutory 14-day cancellation rights, we offer a 30-day return period from the date of delivery.
To be eligible:
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Items must be unused, unworn, and in original packaging
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Tags must be attached
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Proof of purchase is required
Returns must be approved before being sent back.
Return address:
13 Hill Farm Way
Boxted
Colchester
CO4 5RD
Items returned without prior approval may not be accepted.
Personalised & Custom-Made Goods
Under Regulation 28 of the Consumer Contracts Regulations 2013, the right to cancel does not apply to:
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Personalised goods
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Custom-made or bespoke items
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Made-to-order items produced to your specification
These items cannot be returned or refunded unless they are faulty or not as described.
Non-Returnable Items
The following items are non-returnable unless faulty:
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Perishable goods
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Personal care or hygiene products
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Hazardous materials
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Flammable liquids or gases
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Gift cards
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Downloadable software products
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Sale or clearance items
Faulty Goods (Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, goods must be:
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Of satisfactory quality
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Fit for purpose
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As described
If your item is faulty, you have the right to reject it within 14 days of receipt for a full refund.
After 14 days, we may offer a repair or replacement in the first instance.
This does not affect your statutory rights.
Exchanges
We replace items only if they are defective or damaged.
If you wish to exchange for a different item, please return the original item and place a new order.
Refunds
Once we receive and inspect your return, we will notify you of approval or rejection.
Approved refunds will be processed to your original payment method within 14 days.
Please note banks and card providers may take additional time to process the refund.
Return Shipping Responsibility
Unless goods are faulty or incorrect, you are responsible for return shipping costs.
We recommend using a tracked service for items over £20. We are not responsible for returned goods lost in transit.