Returns Policy

Last updated: 25 July 2026

1. Your Right to Change Your Mind

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order and receive a refund within 14 days of receiving your goods, without giving a reason. This is often referred to as a "cooling-off period".

To exercise this right, you must:

• Notify us of your intention to return the item(s) within 14 days of receipt, by contacting [email protected] with your order number; and
• Return the item(s) to us within 14 days of notifying us of your cancellation.

We are unable to accept or process a return that has not been notified to us in advance.

2. Condition of Returned Items

To be eligible for a full refund, returned items must be:

• Unused and in the same condition you received them;
• In their original packaging, with all tags, labels, and accessories included; and
• Free from odours (such as smoke or perfume), stains, pet hair, or signs of use.

You may inspect the goods as you would in a shop, but excessive handling beyond what is necessary to establish the nature and function of the item may result in a deduction from your refund to reflect the reduction in value. We reserve the right to decline a return, or apply a deduction to your refund, where an item is returned used, damaged, or not in a resaleable condition due to handling beyond what is reasonably necessary.

3. Non-Returnable Items

The following items cannot be returned under the change-of-mind right, except where faulty or not as described:

• Items that have been used, assembled, or installed;
• Personalised or made-to-order items;
• Items sold as final sale or clearance, where clearly marked as such at the time of purchase; and
• Perishable or hygiene-sensitive goods where the seal has been broken (if applicable to our product range).

4. How to Return an Item

1. Contact us at [email protected] with your order number and the item(s) you wish to return, within 14 days of delivery.
2. We will confirm your return and provide our current returns address.
3. Repackage the item(s) securely, ideally in the original packaging, to prevent damage in transit.
4. Post the item(s) back to us using a tracked courier or Royal Mail service of your choice.
5. Email us your proof of postage and tracking number once sent.

5. Return Postage Costs

Where you are returning an item because you have changed your mind, you are responsible for the cost of returning it to us. We recommend using a tracked and/or signed-for service, as we cannot issue a refund for items lost or damaged in transit back to us, and you are responsible for the goods until they reach us.

Where an item is faulty, damaged on arrival, or not as described, we will cover reasonable return postage costs — please contact us before returning a faulty item so we can advise on the best method and confirm cost coverage.

6. Proof of Postage

You must retain a valid proof of postage receipt (including parcel weight) for any return. We are not able to process a refund for a parcel we have not received, and any dispute regarding non-delivery of a return will not be considered valid without a proof of postage receipt. Pursuing a claim against the courier for a return parcel lost in transit is your responsibility, unless the item was faulty and we have agreed to cover the return postage.

7. Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, please refer to our Shipping Policy for the process and timeframe (48 hours from delivery) to report transit damage with photographic evidence.

Under the Consumer Rights Act 2015, if a product is faulty you may be entitled to:

• Up to 30 days: a full refund if the item is faulty.
• Up to six months: a repair, replacement, or refund if the fault cannot be resolved.
• Up to six years: a claim if the goods did not last a reasonable length of time, subject to the nature of the product and evidence of the fault.

We will require the item to be returned to us (postage paid by us, as above) so that we may inspect it before issuing a replacement or refund. We reserve the right to decline a faulty-item claim where our inspection finds the item has been damaged through misuse, accident, or normal wear and tear rather than manufacturing fault.

8. Refund Method and Timing

Approved refunds will be issued to your original payment method via Stripe. We will process your refund within 14 days of receiving the returned item back from you, or, if earlier, within 14 days of you providing evidence that the item has been sent back to us (such as a proof of postage). Please allow additional time for your bank or card issuer to reflect the refund in your account.

Where a deduction is applied (for example, due to reduced item value from handling, or where you selected an enhanced/express delivery option), this will be clearly itemised in our refund confirmation to you. The maximum refund for delivery costs is limited to the cost of our standard delivery option, even if you originally selected and paid for an upgraded delivery service.

9. Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour, or product, please return your original item for a refund in accordance with this policy, and place a new order for the item you require.

10. Cancelling Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at [email protected]. We will do our best to cancel the order and issue a full refund; however, if your order has already been dispatched by the time we receive your request, you will need to follow the standard returns process set out above once the item arrives.

11. Your Statutory Rights

This policy is in addition to, and does not affect, your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy limits any right you have that cannot lawfully be excluded or limited.

12. Changes to This Policy

We may update this returns policy from time to time. Any changes will be posted on this page with a revised "Last updated" date, and will not affect orders already placed and accepted before the change.

13. Contact Us

If you have any questions about returning an item, please contact us at [email protected], referencing your order number.