Returns & Refunds
1. Your right to cancel
If you're a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most online orders for any reason within 14 days from the day after the day you receive your goods, with no penalty.
You then have a further 14 days to send the goods back to us. We'll refund the amount you paid (including the standard outbound shipping charge, but not any premium-shipping upgrade) within 14 days of receiving them — or earlier if you provide proof of postage.
This statutory right is in addition to, and does not affect, your other rights as a consumer.
2. Custom Products
The 14-day right to cancel does not apply to goods made to your specification or that are clearly personalised — known as Custom Products under our Terms of Service. This is a specific exception under regulation 28(1)(b) of the 2013 Regulations.
Custom Products may therefore not be returned for a change of mind. We will, of course, replace or refund a Custom Product where it is faulty, damaged on arrival, or does not match the specification you placed — see clause 6.
3. How to return an item
- Get in touch. Contact us within the cancellation window with your order number, the item(s) you'd like to return, and a brief reason. You can use the model cancellation form set out in the 2013 Regulations, but no specific wording is required.
- Receive return instructions. We'll reply within two working days with a return address and an RMA reference. Please include the reference inside the parcel.
- Pack the item. Return goods unused, in their original condition and packaging. Reasonable handling — examining the product as you would in a shop — is fine; further damage may reduce the refund.
- Send it back. Use a tracked service. The risk of loss in transit sits with you until we receive the parcel — keep the proof of postage.
4. Cost of returning
Return shipping is the customer's responsibility unless the item is faulty, damaged on arrival, or we have sent the wrong item — in which case we'll arrange and pay for return shipping ourselves.
5. Refunds
Refunds are issued to the original payment method via Stripe within 14 days of us receiving the returned goods (or, if earlier, of you providing proof of postage). Once the refund is issued, your bank typically takes a further 3–5 working days to credit your account.
Where you have paid for premium-shipping upgrade (e.g. Tracked 24), we will refund the standard shipping cost only — the upgrade itself is not refundable as the service has already been provided.
6. Faulty or damaged items
Under the Consumer Rights Act 2015 all goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged on arrival or doesn't match what you ordered (including Custom Products), please contact us within 30 days of receipt with photos showing the issue.
We'll arrange a free return and offer you the choice of a replacement, repair, or full refund as appropriate to the defect. After 30 days you remain entitled to a repair or replacement under your statutory rights for up to six years.
7. Wrong item received
If you've received the wrong item, please contact us within 14 days with your order number and a photo. We'll arrange a free return and ship the correct item as soon as possible.
8. Exchanges
We don't operate a like-for-like exchange service. To swap an item, place a new order for what you'd like and return the original under the steps above for a refund.
9. Contact
To start a return, query a refund, or report a faulty item: contact us. Please include your order number — we'll respond within two working days.