Refund and Returns Policy

Refund and Returns Policy (UK Law)

This policy sets out the legal rights under UK consumer law. It does not offer any additional goodwill returns beyond what the law requires. Your statutory rights are not affected by this policy.

1. Faulty, Not as Described, or Not Fit for Purpose Goods

(Consumer Rights Act 2015 – applies to all purchases, whether in-store or online)

Goods must be:

Of satisfactory quality
Fit for purpose
As described

Your rights:

Within 30 days of delivery/ownership: You have a short-term right to reject the goods and claim a full refund.
After 30 days (but within 6 months): You must give us one opportunity to repair or replace the goods. If this fails (or is impossible/disproportionate), you can claim a full or partial refund or price reduction.
After 6 months: You may still have rights, but you must prove the fault was present at the time of delivery. A deduction may be made for use of the goods.

We will refund within 14 days of agreeing you are entitled to a refund, using the same payment method. We will cover reasonable return costs (except if you return the goods in person to the place you took possession of them).

These rights apply even if the goods were bought in a sale.

2. Change of Mind – Distance Sales Only

(Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – applies to online, phone, mail order, and other distance sales)

You have a 14-day cooling-off period starting the day after you (or someone you nominate) receive the goods. During this time you can cancel for any reason.

You must notify us of cancellation within the 14 days.
You then have a further 14 days from the day after you notify us to return the goods.
We will refund the price of the goods plus standard delivery costs within 14 days of receiving the goods back (or evidence you have sent them). We may deduct an amount if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.
You normally pay the cost of returning the goods unless we have agreed otherwise or the goods are faulty.

Exceptions (no cooling-off right): Personalised/bespoke goods, perishable goods, sealed goods unsealed for health/hygiene reasons, sealed audio/video/software that has been opened, newspapers/periodicals (unless part of a subscription), and certain other excluded contracts.

3. In-Store Purchases (Change of Mind)

There is no legal right to a refund, exchange or credit note if you simply change your mind about goods bought in person in-store (provided the goods are not faulty, not as described, or unfit for purpose).

4. Important Notes

Proof of purchase is helpful but not always essential if you can otherwise prove the purchase.
These rights cannot be excluded or limited by any terms we set.
This policy covers the minimum legal requirements only. We do not offer any voluntary extended returns window for change of mind on in-store purchases or any other additional rights beyond the law.

How to exercise your rights Contact us with details of the order/purchase and the issue. We will advise on the next steps, including how to return the goods where applicable.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 14a park avenue n13 5pf london.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.