Returns and Refunds Policy

Purpose

This policy explains how customers return goods or request refunds. It covers statutory cancellation, faulty goods, misdescribed goods, damaged delivery, wrong item received, and voluntary returns where offered by the Company.

Change of mind cancellation

For most online consumer goods, a customer may cancel within 14 days after the day they receive the goods. The customer should tell the Company clearly that they wish to cancel. A clear written cancellation identifying the order is sufficient.

The customer then has 14 days to send the goods back unless the Company arranges collection. The Company refunds without undue delay and normally within 14 days after receiving the returned goods or evidence of return. The Company may reduce a refund if the customer handled the goods beyond what was necessary to establish their nature, characteristics and functioning.

Faulty goods and statutory remedies

Nothing in this page removes or limits rights that a consumer has by law. Goods must match their description, be of satisfactory quality, be fit for purpose, and be supplied with reasonable care. Where a product is faulty, misdescribed, unsafe, or not fit for purpose, statutory remedies may apply. A commercial returns promise is additional to statutory rights and must not be presented as replacing them. Marketplace rules, payment provider procedures, carrier procedures, or internal return labels do not remove mandatory UK consumer protections.

Return condition

Customers should return goods with reasonable care, including accessories, manuals, packaging, free gifts and bundled items where supplied. The Company may refuse a voluntary return or reduce a refund where goods are damaged, incomplete, misused, or returned in a condition beyond ordinary inspection, subject to statutory rights for faulty goods.

Return costs

For non-faulty change-of-mind returns, the customer may be responsible for return postage where this was clearly explained before purchase. For faulty, misdescribed or wrong goods, the Company will handle return postage in a manner consistent with consumer law.

Refund method

Refunds are normally made to the original payment method. If a marketplace processed the payment, the refund may be made through that marketplace. Timing may depend on the payment provider, bank or marketplace.

Exclusions and special cases

Some products may be excluded from change-of-mind returns by law or may require special handling, including sealed hygiene-sensitive items once unsealed, personalised items, hazardous or lithium battery returns, or products that cannot safely be posted without carrier restrictions. These exclusions do not remove rights for faulty goods.

Power banks, batteries, chargers and lithium-containing products may require special carrier handling for returns. Customers must follow the return instructions provided by the Company or marketplace and must not post damaged lithium items through ordinary mail.

Abuse prevention

The Company may refuse repeated or abusive return patterns where lawful, investigate suspected fraud, and preserve evidence of order, delivery, condition, serial number, packaging and communications.