Returns & Exchanges Policy (UK)
Our returns and exchanges policy aims to give our customers complete confidence when shopping with us online.
1. Warranty and Manufacturing Defects
All our products are covered against manufacturing defects (faulty goods, not as described, or of unsatisfactory quality).
Under the Consumer Rights Act 2015, you have the following rights:
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If the product is faulty within 30 days of receipt, you are entitled to a full refund.
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After the first 30 days and within six months, we may offer a repair or replacement. If that is not possible, you may request a refund.
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After six months, you may still have the right to repair, replacement, or partial refund, but you may need to show that the fault existed at the time of purchase.
If you receive a product that is defective or different from what you ordered, please follow these steps to request an exchange:
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Contact us with your order number, customer ID (or equivalent), the item to be returned, and a description of the issue.
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Your case will be forwarded to our quality control team for assessment.
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Once the analysis is complete, we will contact you with our findings and confirm if a replacement or other solution will be issued.
You can request an exchange or complaint for this reason within 90 days of receiving your order. After this period, we will not be able to process replacements or refunds.
Once your claim is approved, you may choose one of the following options:
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Receive a full refund.
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Receive a replacement product identical to your original order.
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Receive a product of similar value.
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Receive a store credit voucher for future purchases.
2. Right to Cancel (Change of Mind)
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods.
After notifying us of your wish to cancel, you then have another 14 days to return the goods.
We will issue your refund (including standard delivery costs) within 14 days of receiving the returned goods or proof of postage.
Some items are excluded from this right, including:
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Custom-made or personalised goods.
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Items sealed for hygiene reasons that have been opened (e.g. underwear, swimwear, earrings).
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Perishable goods or products that deteriorate quickly.
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Digital downloads or software that has been opened or accessed.
3. Returns and Refund Procedure
To return a product or exercise your right to cancel:
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Contact us within 14 days of receiving your order to notify us of your decision.
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Return the goods in their original packaging, unused, and in resalable condition within 14 days after notification.
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Once we receive the goods or proof of return, we will process your refund within 14 days.
Refunds will be made using the same payment method as the original transaction, unless otherwise agreed.
Please note: unless otherwise stated, customers are responsible for the return shipping costs when exercising their right to cancel for a change of mind.
4. Returns Without Prior Notice or Outside the Timeframe
If goods are returned without prior communication, outside the eligible timeframe, without proof of purchase, or with missing or damaged components, we may return the goods to you without issuing a refund.
If a product fails quality inspection after being returned for a claimed defect, it will also be sent back to you.
In such cases, return postage costs will be the customer’s responsibility.
5. Shipping Costs
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We do not cover the cost of return shipping for exchanges or change-of-mind cancellations unless agreed otherwise.
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If the return is due to a confirmed defect or an incorrect product sent by us, we will reimburse reasonable return shipping costs.
6. Legal Notice
We are required by UK law to provide clear information about your right to cancel before the contract is concluded.
If we fail to provide this information, the cancellation period may be extended by up to 12 months.
For more information about your consumer rights, please visit:
