Return & Refund policy

Return & Refund Policy

We want you to be satisfied with your purchase. This policy explains when and how returns and refunds are handled. Our policy complies with the UK Consumer Contracts Regulations 2013.

1. Your Right to Cancel

  • Customers purchasing online have the right to cancel and return their order within 14 days of receiving delivery, provided the item is unused, in its original condition, and in the original packaging.
  • Some products are non-returnable once opened (see Section 3).

2. Refund Deductions

When you cancel or return an order, certain costs are non-refundable and will be deducted from your refund:

  • Payment processing fees charged by our payment providers (e.g. Shopify Payments, PayPal, American Express). These fees are not refunded to us by the provider.
  • Original delivery costs and return shipping costs (unless the item is faulty or damaged).
  • For overseas or pre-order items: Any import VAT, customs duties, courier return fees, and administrative charges already paid to HMRC, customs authorities, or couriers on your behalf.

These deductions reflect the actual non-refundable costs incurred in processing your order.

3. Exemptions (Non-Returnable Items)

  • Hygiene-sensitive items: Once opened or used, we cannot accept returns for products such as cosmetics, skincare, underwear, or kitchen appliances that have been used, unless faulty.
  • Personalised or bespoke products: Custom-made or personalised items are non-returnable.

4. Faulty or Damaged Items

  • If a product arrives faulty or damaged, please notify us within 48 hours of delivery with photos.
  • We will arrange either a replacement or a full refund, including shipping costs.

5. Return Costs

  • Customers are responsible for arranging and paying for return shipping unless the item is faulty/damaged.
  • Shipping costs are always non-refundable.

6. Refund Process

  • Once your return is received and inspected, we will notify you of approval or rejection.
  • If approved, your refund will be processed back to your original payment method within 7–10 working days.