Refund policy

Returns & Refunds Policy for UK & International Orders

We accept returns within 30 days of delivery.

All returns, including the cost of return shipping, are the responsibility of the customer until the item has been safely received by us. The customer remains responsible for the returned goods until they have been received by us. We strongly recommend using a tracked and insured service, as we cannot be held responsible for items that are lost, damaged, delayed, or misdirected during transit.

Items must be returned in their original condition, unused, and in their original packaging where possible, or packaged to a similar standard to prevent damage during transit.

Once your return has been received, it will be inspected to verify its condition and eligibility for refund. If the item is found to be damaged, used, incomplete, altered, or not returned in its original condition, this may affect eligibility for a full refund.

Refunds will be issued to the original payment method within 5 business days after the returned goods have been received and processed.

Return shipping costs are non-refundable unless the item is faulty, damaged, incorrect, or otherwise required by applicable consumer protection laws.

To help us process your return quickly, please include your name, address, and order number inside the parcel.

Non-returnable items include:

  • Custom-made items;

  • Personalised items;

  • Perishable goods;

  • Hygiene products where opened after delivery;

  • Any other items exempt from return rights under applicable law.

To start a return, please contact us using the contact form.

EU Withdrawal Function – Terms and Conditions

1. Right of Withdrawal

Customers residing in the European Union who purchase goods from our website may have a legal right to withdraw from their purchase within 14 days of receiving the goods, subject to applicable consumer protection laws and any statutory exceptions.

To exercise this right, customers must submit a withdrawal request using the withdrawal function provided on our website or by contacting us directly within the applicable withdrawal period.

2. Return of Goods

Where a customer exercises their right of withdrawal, the customer must return the goods to us without undue delay and no later than 14 days after notifying us of their decision to withdraw.

Returned goods must be sent to the return address provided by us.

The customer is responsible for ensuring that returned goods are adequately packaged and protected during transit.

The customer remains responsible for the returned goods until they have been safely received by us.

3. Return Shipping Costs, Customs Duties and Taxes

Unless otherwise required by applicable law or agreed by us in writing, the customer is solely responsible for:

  • All return shipping costs;

  • Any customs duties, import charges, handling fees, brokerage fees, VAT, sales taxes, or other taxes arising from the return shipment;

  • Ensuring that the returned goods are correctly declared to customs authorities and are delivered to us without additional charges becoming payable by us.

Returned goods must be clearly declared as a returned customer order.

Any return shipment that incurs customs duties, VAT, import charges, clearance fees, handling fees, brokerage fees, or similar charges payable by us may be refused or, where accepted, such charges may be deducted from any refund to the extent permitted by law.

If customs charges, duties, taxes, handling fees, brokerage fees, or other costs are charged to us in connection with a return, we reserve the right to deduct such amounts from any refund to the extent permitted by law.

4. Refund Processing

Upon receipt of a valid withdrawal request, we will acknowledge the request and provide return instructions where necessary.

In accordance with applicable consumer protection laws, we may withhold reimbursement until we have received the returned goods or the customer has supplied satisfactory evidence that the goods have been sent back, whichever occurs first.

Where goods are received by us, they will be inspected to verify their condition and eligibility for refund.

If the goods show signs of use, damage, missing parts, alteration, or handling beyond what is necessary to establish their nature, characteristics, and functioning, we reserve the right to make an appropriate deduction from the refund where permitted by law.

Any refund due will be processed using the original payment method unless otherwise agreed.

5. Condition of Returned Goods

Customers may inspect goods as they would be permitted to do in a physical retail shop.

If the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we reserve the right to make an appropriate deduction from any refund to reflect the loss in value where permitted by law.

6. Damaged, Faulty or Incorrect Goods

This withdrawal policy does not affect any statutory rights relating to goods that are faulty, damaged, defective, not as described, or supplied incorrectly.

Customers should inspect their order upon delivery and notify us as soon as reasonably possible, and preferably within 7 days of receipt, if they believe goods have arrived damaged, faulty, defective, or incorrect.

Customers must provide:

  • Clear photographs of the goods;

  • Photographs of the packaging where relevant;

  • A description of the issue; and

  • Any other information reasonably requested to assess the claim.

We may request additional evidence where necessary before approving a refund, replacement, repair, or other remedy available under applicable law.

7. Excluded Goods

The right of withdrawal may not apply to certain categories of goods where an exemption exists under applicable law, including but not limited to:

  • Goods made to the customer's specifications or clearly personalised;

  • Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed;

  • Any other goods exempt from withdrawal rights under applicable consumer legislation.

8. Compliance with Applicable Law

Nothing in these Terms and Conditions limits, excludes, or affects any mandatory consumer rights that cannot be excluded under applicable law.

9. Withdrawal Requests Submitted During Transit

If a customer exercises their right of withdrawal after an order has been dispatched but before it has been delivered, the customer is advised, where possible, to refuse or reject delivery of the shipment so that it may be returned directly to us.

If the shipment is successfully refused and returned to us, the return will be processed in accordance with these Terms and Conditions.

Where delivery is accepted, completed, or cannot be refused, the customer remains responsible for returning the goods to us in accordance with the return instructions provided.

A withdrawal request does not automatically cancel a shipment that has already been dispatched.

Once an order has been shipped, the customer must either:

  • Refuse delivery and allow the shipment to be returned to us; or

  • Accept delivery and arrange for the goods to be returned to us at their own expense in accordance with these Terms and Conditions.

Customers remain responsible for any costs arising from acceptance of delivery and subsequent return of the goods, including return shipping costs, customs duties, taxes, handling charges, brokerage fees, and associated costs, unless otherwise required by applicable law.

Any refund due will be processed in accordance with Section 4 of this policy and applicable consumer protection laws.