Returns & Refunds

Draft policy — please review against UK Consumer Contracts Regulations and your own process before going live. This is a starting template, not legal advice.

Your right to cancel

Under UK consumer law, you have the right to cancel most online orders within 14 days of receiving them, for any reason. To start a return, please contact us with your order number.

Returning an item

Items should be returned unused and in their original condition and packaging where possible. You have 14 days from telling us you wish to cancel to send the item back. Return postage costs may be your responsibility unless the item is faulty or incorrect.

Refunds

Once we receive and inspect your return, we’ll process your refund to your original payment method, usually within 14 days. We’ll keep you updated by email.

Faulty or incorrect items

If something arrives damaged, faulty or not as described, please contact us as soon as possible and we’ll put it right — a replacement, repair or full refund, including any return postage.

Mystery boxes

By their nature, mystery box contents are a surprise and cannot be returned simply because of the items received. Your statutory rights for faulty or damaged goods still apply.