Refund policy

Return and Refund Policy

This Return and Refund Policy outlines the procedures and conditions for returning products purchased from our store, in compliance with the Consumer Rights Act 2015 of the United Kingdom and the requirements of Google Merchant Center. Our aim is to ensure a transparent and fair process for all our customers.

1. Right to Cancel (Cooling-off Period)

As per the Consumer Contracts Regulations 2013, customers in the UK have a statutory right to cancel an order for most products purchased online within 14 calendar days, starting from the day after the customer receives the goods. This is often referred to as the 'cooling-off period' .

To exercise your right to cancel, you must inform us of your decision within this 14-day period. Following notification, you then have an additional 14 calendar days to return the goods to us .

2. Faulty Goods

Under the Consumer Rights Act 2015, if goods are found to be faulty, not as described, or not fit for purpose, you have a legal right to a full refund if you return them within 30 days of purchase .

After 30 days, but within six months of purchase, we may offer a repair or replacement. If the repair or replacement is unsuccessful, you are entitled to a full refund. After six months, you may still be entitled to a repair or replacement, but you may need to prove that the fault was present at the time of purchase.

3. Google Merchant Center Requirements

To comply with Google Merchant Center policies, we offer a minimum return window of 30 days from the date of delivery for most products . This extended period ensures that our policy meets or exceeds the minimum requirements for product listings on Google Shopping.

4. How to Initiate a Return

To initiate a return, please follow these steps:

1.Contact Us: Notify our customer service team within the applicable return period (14 days for right to cancel, 30 days for faulty goods, or 30 days for general returns as per Google Merchant Center requirements) via email at [Your Customer Service Email] or by phone at [Your Customer Service Phone Number]. Please provide your order number, the item(s) you wish to return, and the reason for the return.

2.Return Authorization: Our team will provide you with a Return Authorization (RA) number and detailed instructions on how to send your item(s) back.

3.Package the Item(s): Ensure the item(s) are securely packaged to prevent damage during transit.

4.Ship the Item(s): Send the item(s) to the address provided with the RA number. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.

5. Return Conditions

For a return to be accepted, the following conditions generally apply:

•Original Condition: Items must be returned in their original, unused, and re-saleable condition, with all original tags, packaging, and accessories intact.

•Proof of Purchase: A valid proof of purchase (e.g., order confirmation email or invoice) is required for all returns.

•Hygiene Seals: For health and hygiene reasons, certain items (e.g., underwear, swimwear, earrings, cosmetics) may only be returned if their hygiene seals are still intact and unbroken.

•Perishable Goods: Perishable goods, custom-made items, and digital products are generally non-returnable, unless faulty.

6. Refund Process

Upon receiving and inspecting your returned item(s), we will notify you of the approval or rejection of your refund. If approved:

•Full Refund: We will process a full refund, including the original standard shipping costs (if applicable), to your original method of payment .

•Refund Timeline: The refund will be processed without undue delay, and in any event, within 14 calendar days from the day we receive the returned goods, or if earlier, the day you provide evidence that you have returned the goods . If you are exercising your right to cancel before goods are dispatched, the refund will be processed within 14 days of your cancellation notification.

7. Shipping Costs for Returns

•Right to Cancel: If you return an item under your right to cancel (cooling-off period), you will be responsible for the cost of returning the item to us, unless otherwise stated.

•Faulty Goods: If the item is faulty, not as described, or not fit for purpose, we will cover the cost of return shipping. Please contact our customer service team for instructions on how to arrange the return shipping in such cases.