Returns & Refunds

Your legal right to cancel

If you buy from us online as a consumer in the UK or the EU, you have a legal right to cancel most orders within 14 days of receiving the goods, for any reason, and to receive a refund. [Confirm wording against the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive for each market.]

Exceptions

For hygiene and food-safety reasons, the right to cancel does not apply to:

• cosmetics and personal-care products that have been unsealed after delivery;
• perishable food and drink, or food whose seal has been broken;
• items made to your specification or clearly personalised.

Our returns promise

[Decide: e.g. 30-day returns on unopened, unused items in original packaging.]

Damaged or faulty items

If an item arrives damaged or faulty, contact us within [X] days with a photo and we will replace it or refund you, including return shipping. Statutory rights are not affected.

How to return

1. Email [support email] with your order number.
2. We will send a returns address [and a label where available].
3. Refunds are issued to the original payment method within 14 days of receiving the return.

Return shipping costs

[Decide who pays for change-of-mind returns.]

Highlighted text in [brackets] marks details that must be completed and reviewed by a legal adviser before this policy takes effect.