Return & Refund Policy

Last updated: 18 September 2026

This Return & Refund Policy applies to purchases made through our online store. Nothing in this policy limits any mandatory consumer rights available under applicable law.

14-Day Right of Withdrawal

If you are a consumer and applicable law provides a statutory right of withdrawal, you may generally withdraw from an eligible online purchase within 14 days without giving a reason.

For physical goods, the withdrawal period generally begins on the day you, or a person nominated by you other than the carrier, receives the goods.

If an order contains several items delivered separately, the withdrawal period generally begins when the last item is received.

To exercise your right of withdrawal, please contact us before the withdrawal period expires and clearly state that you wish to withdraw from the purchase.

Returning Physical Goods

After notifying us of your withdrawal, eligible goods should be returned within 14 days.

Please contact us before sending a return. We will provide the applicable return address and return instructions.

For change-of-mind returns, the direct cost of returning the goods is the responsibility of the customer unless otherwise required by law.

We recommend using a tracked shipping service and keeping proof of postage.

Returned goods should only be handled as much as reasonably necessary to inspect their nature, characteristics and condition.

If the value of an item has been reduced because it was handled beyond what was reasonably necessary, an appropriate deduction may be made from the refund where permitted by law.

Refunds Following Withdrawal

Where a valid statutory withdrawal applies, eligible payments will be refunded in accordance with applicable law.

Where required by law, this includes the cost of the least expensive standard delivery option offered for the original order.

If a more expensive delivery method was selected, such as Express Shipping, the additional amount paid above the cost of standard delivery is not required to be refunded.

Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.

We may withhold the refund until the returned goods have been received or until proof of return has been provided, where permitted by law.

Damaged, Defective or Incorrect Goods

If an item arrives damaged, defective, incomplete, incorrectly supplied or materially different from its description, please contact us as soon as reasonably possible.

Please provide:

• your order number

• a description of the issue

• clear photographs of the affected item

• photographs of the packaging where relevant

Your statutory consumer rights remain unaffected.

Where goods do not conform to the contract, an appropriate remedy will be provided in accordance with applicable law.

Where a return is required because goods are damaged, defective or incorrectly supplied, reasonable return costs will be handled in accordance with applicable law.

Statutory Legal Guarantee

Where applicable, consumers benefit from the statutory legal guarantee of conformity for consumer goods.

This applies where goods are defective, do not correspond to their description or otherwise fail to meet the requirements of the contract.

This legal guarantee is separate from the 14-day right of withdrawal and does not mean that a customer may return goods for an extended period simply because they change their mind.

Digital Products

Digital products supplied electronically may be subject to different withdrawal rules.

Where you request that digital supply begins immediately during the withdrawal period, your statutory right of withdrawal may end once supply begins if the legally required consent and acknowledgement have been provided.

Where those requirements have not been met, your statutory rights remain unaffected.

If you experience a technical problem with a digital product or digital access, please contact us so that we can investigate the issue.

Defective Digital Content

If digital content or a digital service is defective, unavailable when it should be available, materially different from its description or otherwise does not conform to the contract, your statutory rights remain unaffected.

Depending on the circumstances and applicable law, an appropriate remedy may include correction of the issue, a price reduction or termination of the contract.

Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply, or may cease to apply, in circumstances permitted by law.

Examples may include:

• goods made to the customer's specifications or clearly personalised

• digital content where supply has begun after the customer has provided the legally required consent and acknowledgement

• other goods or services excluded from the statutory withdrawal right under applicable law

Any exception will only be applied where legally permitted.

Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will try to accommodate cancellation requests where possible.

However, we cannot guarantee that an order can be stopped once preparation or fulfilment has begun.

This does not affect any statutory right of withdrawal that may apply.

Exchanges

We do not generally operate a separate exchange service for change-of-mind purchases.

Where an eligible item is returned and refunded, a new order may be placed for another item.

This does not affect your statutory rights where goods are damaged, defective or incorrectly supplied.

Return Shipping

For change-of-mind returns made under the statutory withdrawal right, the customer is responsible for the direct cost of returning the goods unless otherwise required by law.

Where an item is returned because it is damaged, defective or incorrectly supplied, return costs will be handled in accordance with applicable law.

Please contact us before sending any return so that the correct return address and instructions can be provided.

Refund Processing

Once a refund has been approved and issued, the time required for the funds to appear in your account depends on your bank, card issuer or payment provider.

We are not responsible for processing delays caused by financial institutions after a refund has been issued.

How to Request a Return, Withdrawal or Refund

To request a return, withdrawal or refund, please contact us at:

Email: [INSERT CUSTOMER SERVICE EMAIL]

Please provide:

• your full name

• your order number

• the email address used for the order

• details of your request

• photographs where an item is damaged, defective or incorrect

If a physical return is required, we will provide the applicable return address and return instructions.

Mandatory Consumer Rights

Nothing in this Return & Refund Policy excludes, restricts or replaces any consumer right that cannot legally be excluded or restricted.

If applicable consumer protection law provides rights that are more favourable than this policy, those statutory rights will apply.