Refunds and returns

Last updated 1 September 2026. This page describes how this shop works in plain English. It is not legal advice.

Your statutory right to cancel

Because you are buying online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day the goods are delivered to tell us you are cancelling, and a further 14 days to send them back. You do not have to give a reason. We refund what you paid for the goods and the basic outbound delivery cost. You pay the return postage.

This right is the law and nothing on this page removes it. The live page this replaced said "we do not accept free returns if you change your mind", which read as a denial of it.

This shop's own returns window

Beyond the statutory 14 days, we accept a return for 15 days from purchase, on an unused item in its original packaging. A change-of-mind return in that period carries a non-refundable packing and handling charge, and you pay the return postage using a tracked service. Reasons that count as change of mind: a better price found, no longer needed, does not fit, ordered the wrong item.

If it is faulty, damaged or does not arrive

Then none of the above applies to you. We cover return postage and refund in full. Email theteam@customersupport.care with your order number and a photograph, and we may ask about the condition the parcel arrived in. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund, and rights to repair or replacement after that.

Cancelling before dispatch

An order can be cancelled until it ships, and most ship within 24 hours, so contact us within 12 hours if you need to. A service and processing fee applies to a cancellation after payment. Once packing and shipping have started the order can no longer be cancelled and the returns route above applies instead.

How a refund is paid

Within 24 to 48 hours of the returned item reaching us and being checked, to the original payment method. If you would rather hold it as credit for a future order, say so and we will.