Refund policy

Faulty, damaged, or incorrect items

If an item is faulty, damaged in transit, or not as described, contact us as soon as possible with your order number and clear photos of the issue. Under UK law, you are entitled to a refund, repair, or replacement where appropriate.gov

If a fault is reported within 30 days of delivery, you may be entitled to reject the item for a full refund. After 30 days, we may offer a repair or replacement first, depending on the circumstances and the type of product. If a return is approved as faulty, we will cover reasonable return costs where required by law.gov

Non-returnable items

For hygiene, customisation, or product integrity reasons, some items are non-returnable unless faulty. This may include personalised items, custom-made products, sealed hygiene-sensitive goods once opened, and digital products that have been accessed or downloaded where applicable.gov+1

Sale items

Sale items are refunded under the same consumer rights as full-price items. However, where a discount was applied because an item was clearly marked as imperfect, damaged, or end-of-line, refunds may not be available for that specific known defect if the customer was informed before purchase.

Return conditions

Returns must be sent back in resaleable condition, securely packaged, and accompanied by proof of purchase. We only accept returns from the original purchaser, unless we agree otherwise. We recommend using a tracked service, as we are not responsible for items lost in transit before they reach us unless we arranged the return.gov

Refund processing

Approved refunds will be issued to the original payment method only. Original standard delivery charges will be refunded where required by law for valid cancellations, but upgraded or express delivery costs are non-refundable beyond the standard delivery amount. Please allow a reasonable time for your bank or card provider to complete the refund once we have processed it.