British Pound
Pets Own Us Refund & Returns Policy
Last updated: 3rd February 2026
Please be aware - as of 1st February 2026 we have updated our refund & returns policy to ensure best practice, clarity and continued compliance. Any orders placed prior to 00.01am on 3rd February 2026 will be subject to our old policy, which can be found here.
Introduction
At Pets Own Us, we want you to be completely satisfied with your purchase. We always try our best to ensure a smooth shopping experience for our customers, but rest assured, if things go wrong, we will be there to make it right. This policy explains your rights when things don’t go to plan, and our process for refunds and exchanges.
Our policy at a glance:
30 days from date of delivery to return faulty, damaged or incorrect items (we pay return postage costs)
30 days from date of delivery to exchange unwanted or incorrectly sized items for a replacement item (we pay return postage costs)
14 days from date of delivery to cancel or change your mind for a full refund - no questions asked (customer pays return postage costs)
TABLE OF CONTENTS
Your 14-Day Right to Cancel (Change of Mind)
Faulty, Damaged or Incorrect Items
Items That Cannot Be Returned
Return Shipping Costs
How to Return an Item
Refund Process
Diminished Value & Used Items
Damaged Packaging & Transit Damage
Exchanges
Gifts
Contact Us & Disputes
Relevant Legislation
Policy Updates
FAQs
1. YOUR 14-DAY RIGHT TO CANCEL (CHANGE OF MIND)
Relevant legislation: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulations 29-38
Link to Legislation
1.1 Your Cooling-Off Period
If you change your mind about your purchase, you have 14 calendar days from the date you (or someone you nominate) receive your goods to notify us that you wish to cancel your order. You do not need to give us a reason.
How the 14 day cooling off period works:
Starts the day AFTER you receive your item(s)
You then have 14 days NOTIFY us of your cancellation
You then have another 14 days to actually RETURN the goods to us
1.2 How to Notify Us of Cancellation
You must inform us of your decision to cancel by a clear statement. You can do so via:
Email: support@petsownus.co.uk
WhatsApp: Click here to be connected
Online Form: here
Or use our online chat assistant.
To help us process your return quickly, when contacting us, please include:
Your name;
Order number;
Which item(s) you wish to return;
Your reason for returning.
1.3 Condition of Returned Goods
Legal Basis: Consumer Contracts Regulations 2013, Regulation 34(9)
Items must be returned in a condition that allows us to resell them as new. We have compiled examples of acceptable use below:
Remove items from packaging to inspect them;
Handle items as you would in a physical shop;
Try items on your pet indoors on clean surfaces;
Test functionality (e.g., fold/unfold a stroller indoors or place your dog in a wheelchair);
Take photographs/videos;
Try a harness on your dog indoors for sizing;
Unfold bedding to check dimensions;
Examine all features and accessories.
❌ NOT ACCEPTABLE - This may invalidate or reduce your refund:
Using items outdoors or in public;
Allowing your pet to use/sleep on the item;
Items showing pet hair, marks, odours, or dirt;
Items with tags removed (unless necessary for inspection);
Missing accessories, instructions or components;
Damaged packaging that prevents resale;
Please see section 7 for a more detailed breakdown of acceptable use for the different items we sell.
1.4 Multiple items in one order
If you ordered multiple items in one order, they may arrive at different times from different warehouses. The 14-day period for all items starts when you receives the last item in your order.
1.5 Extended Cancellation Period
Legal Basis: Consumer Contracts Regulations 2013, Regulation 31
If we failed to provide you with clear information about your right to cancel before you placed your order, your cancellation period is extended to:
12 months + 14 days from receipt of goods
If we provide the required information during those 12 months, you then have 14 days from when we told you.
For the avoidance of doubt, the presence of this policy displayed prominently throughout our website shall suffice as having provided this information.
2. FAULTY, DAMAGED OR INCORRECT ITEMS
Legal Basis: Consumer Rights Act 2015, Sections 9-24
Legislation Link
Your rights when items are faulty, damaged, not as described, or not fit for purpose are separate from and in addition to your 14-day cooling-off period.
2.1 First 30 Days After Receipt
Legal Basis: Consumer Rights Act 2015, Section 22
If you discover a fault, damage, or that an item is not as described within 30 days of receipt, you have the right to:
✅ Reject the item and receive a full refund (including delivery costs)
OR
✅ Request a replacement
OR
✅ Request a repair
The choice is yours. We cannot insist that you accept a repair or replacement if you want a refund within this 30-day period.
What qualifies as faulty or not as described:
Manufacturing defects;
Damaged in transit;
Not matching the product description on our website;
Missing parts or key components;
Not fit for the purpose we said it was suitable for.
We will:
Pay for return shipping in the form of a prepaid postage label or a home collection;
Process your refund within 3-5 business days of receiving the item back;
Refund your original delivery cost if applicable.
2.2 After 30 Days But Within 6 Months
Legal Basis: Consumer Rights Act 2015, Section 23
If a fault develops after 30 days but within 6 months of receipt, you have the right to:
✅ One opportunity for repair or replacement (we choose which)
If the repair or replacement:
Is impossible;
Is disproportionately costly;
Fails to fix the problem;
Cannot be done within a reasonable time;
Would cause you significant inconvenience.
Then you can claim: ✅ Full or partial refund (depending on how much use you've had)
Presumption of fault: If a fault appears within 6 months, we must prove the item was NOT faulty when we sold it to you. Otherwise, we assume the fault was present at purchase.
2.3 After 6 Months But Within 6 Years
Legal Basis: Consumer Rights Act 2015, Section 19
You may still have rights for up to 6 years from purchase (5 years in Scotland), but after 6 months, you must demonstrate that the fault was present when we sold the item to you or was caused by our failure to deliver goods of satisfactory quality.
We may connect you with the manufacturer for warranty claims during this period, or liaise with the manufacturer on your behalf - depending on their terms and conditions. Please review individual product pages on our website for any item-specific warranty information.
2.4 How to Report Faulty or Damaged Items
Contact us as soon as possible with:
Your order number;
Description of the fault or damage;
Photos and/or videos of the damage/defect (where applicable);
When you first noticed the problem.
Whether you would prefer a prepaid postage label (to drop the item off at your nearest post office), or a collection. If you would prefer a collection, please provide at least 2 days you will be home for this to take place. If the collection address is different from your delivery address, please let us know.
Contact Methods:
Email: support@petsownus.co.uk
Online chat
Our Response Time: We will respond within 1 business day and provide you with:
A free return label or arrange a collection;
Details of your refund/replacement/repair;
Expected timescales.
3. ITEMS THAT CANNOT BE RETURNED
Legal Basis: Consumer Contracts Regulations 2013, Regulation 28
Legislation Link
Certain items are exempt from the 14-day cooling-off period. You cannot return these items for a change-of-mind refund (though you still have full rights if they're faulty).
3.1 Non-Returnable Items (Change of Mind)
❌ Personalised or Made-to-Order Items
Items with your pet's name embroidered or printed;
Custom colour or sizing combinations not in standard stock;
Special orders manufactured specifically for you.
Why: These items are made specifically for you and cannot be resold to other customers.
You will be clearly notified at checkout or in the product description if an item is made-to-order or personalised with a message such as: "This item is custom-made to your specifications and cannot be returned unless faulty."
❌ Final Sale Items
Clearance items marked "Final Sale - No Returns" at checkout;
End-of-line products clearly marked as non-returnable;
Sale items specifically excluded (this will be clearly stated on product page).
Important: Even if an item is on this list, you still have full Consumer Rights Act protection if it arrives faulty, damaged, or not as described.
4. RETURN SHIPPING COSTS
Legal Basis: Consumer Contracts Regulations 2013, Regulation 35
4.1 Change of Mind Returns
You pay return shipping if you're returning an item simply because you changed your mind (within the 14-day cooling-off period).
Option A: You Arrange Return Shipping
You organise and pay for return postage;
We strongly recommend using a tracked, insured service;
Keep your proof of postage and tracking number;
Send to the return address we provide.
Option B: We Arrange the Return for You
We can provide a pre-paid return label OR a collection for Royal Mail/Parcel Force 48 hour services;
Available for items under 25kg;
Includes tracking and insurance;
This postage cost will be deducted from your refund.
4.2 Faulty, Damaged or Incorrect Item Returns
We arrange and pay all return shipping if your item is faulty, damaged or incorrect.
We will:
Provide a free return label via email or;
Arrange free collection from your address;
Cover all shipping costs;
Not deduct anything from your refund.
4.3 Original Delivery Cost Refunds
Legal Basis: Consumer Contracts Regulations 2013, Regulation 34(10)
Change of mind returns:
We refund standard delivery cost (if you paid for delivery)
We do NOT refund premium/express delivery upgrades
Example: Standard delivery £5, Express £15 → We refund £5 only
For international orders, we do NOT refund any customs or import fees that may have been charged to you
Faulty item returns:
We refund ALL delivery costs including express/premium charges.
For international orders, we will refund any customs or import fees that may have been charged to you.
You should not be out of pocket if we sent you a faulty item.
5. HOW TO RETURN AN ITEM
Once we have confirmed your return, please follow the guidance below to send us the item(s):
1. Pack Your Return
✅ Use original packaging if possible ✅ Include all accessories, manuals, and tags ✅ Remove or cover any original shipping labels ✅ Write the sender address clearly on the outside of the package ✅ Keep packaging dry and secure - Use a sturdy box and wrap items in bubble wrap if the original packaging is damaged.
2. Send Your Return
If you're arranging shipping:
Take to courier/post office within 14 days of notifying us;
Request tracking and insurance covering the item's value;
Keep proof of postage and tracking number;
Email or WhatsApp us the tracking number.
If we're providing a prepaid label:
Print the label we email you (or show digital version);
Drop off at Post Office or hand to courier on collection day;
Track your return using the tracking details provided.
3. We Process Your Return:
We inspect the item within 2 business days of receipt;
We check the condition against our acceptable use guidelines;
We process the refund to your original payment method within 14 days maximum (usually within 3-5 days);
We email you confirmation that your return has received and your refund has been processed.
5.2 Return Addresses
❌ PLEASE DO NOT SEND RETURNS TO:
128 City Road, London, EC1V 2NX
(This is our registered office for mail only, not a returns facility)
✅ DO SEND RETURNS TO:
The specific return address we provide in your return authorisation email
(This varies depending on the product and may be a supplier address)
Why? Different products are stored at different locations. Returns sent to the wrong address will be delayed and may incur additional costs.
Always contact us first to get the correct return address for your specific item.
6. REFUND PROCESS
Legal Basis: Consumer Contracts Regulations 2013, Regulation 34
6.1 Refund Method
Legal Basis: Consumer Contracts Regulations 2013, Regulation 34(6)
We must refund using the same payment method you used to purchase, unless you expressly agree to a different method.
Refund Processing Times:
Debit/Credit Cards (including payments made by Stripe): 3-5 business days after we process the refund
PayPal: Instant to 24 hours
Klarna: Up to 10 business days (processed by Klarna)
Clearpay: Up to 10 business days (processed by Clearpay)
Bank Transfer: Instant to 5 business days
Note: These timescales are for your bank/payment provider to process the refund after we issue it.
6.2 No Fees Permitted
Legal Basis: Consumer Contracts Regulations 2013, Regulation 34(8)
"The trader must not impose any fee on the consumer in respect of the reimbursement."
We cannot and will not charge: ❌ Restocking fees ❌ Administration fees ❌ Processing fees ❌ Inspection fees ❌ Handling fees
The ONLY deductions we may make: ✅ Return shipping (change-of-mind only, if you use our prepaid postage service) ✅ Diminished value for excessive use (case-by-case, actual value only - see Section 7)
7. DIMINISHED VALUE & USED ITEMS
Legal Basis: Consumer Contracts Regulations 2013, Regulation 34(9)
Legislation Link
7.1 The Legal Position
The law states:
"If the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the trader may recover that amount from the consumer, up to the contract price."
What this means:
You can inspect items as you would in a shop ✅
If you use items beyond simple inspection, we may deduct the actual cost to restore them to resaleable condition ⚠️
This is assessed case-by-case, not a fixed percentage ✅
We must prove excessive use and calculate actual diminished value ✅
7.2 What Is "Necessary to Establish Nature & Functioning"?
✅ ACCEPTABLE USE - No deduction:
|
Dog Strollers/Prams:
|
Dog Wheelchairs & mobility aids:
|
Dog Harnesses/Collars:
|
|
Dog Beds/Cushions:
|
Dog Clothing:
|
7.3 What Is "Excessive Use Beyond Inspection"?
❌ EXCESSIVE USE - May result in deduction:
|
Dog Strollers/Prams:
|
Dog Wheelchairs:
|
Dog Harnesses/Collars:
|
|
Dog Beds/Cushions:
|
Dog Clothing:
|
7.4 How We Assess Diminished Value
If we receive an item showing signs of excessive use, we will:
Step 1: Document Condition
Take detailed photographs;
Note all marks, odours, pet hair, dirt, or damage;
Compare to "acceptable inspection" guidelines.
Step 2: Determine the actual cost to restore item to resaleable condition:
Professional cleaning: £20-60;
Component replacement: Actual cost;
Refurbishment: Actual cost;
Cannot resell as new: % based on used condition.
Step 3: Contact You Before Deducting. We will email you:
Photos of the item as received;
Detailed explanation of issues;
Itemised costs to restore to resaleable condition;
Proposed deduction amount;
The option to have item returned to you (you pay return shipping).
Step 4: Make a Fair Deduction
Deduct only actual, demonstrable costs;
Never a fixed percentage or fee;
Maximum deduction: Full contract price;
Provide detailed breakdown with refund.
7.6 Your Right to Dispute Deductions
If you disagree with our assessment:
Step 1: Contact us within 7 days with your concerns
Step 2: We'll review our assessment
Step 3: If still disputed, we can arrange independent assessment
Step 4: If we cannot agree, you may pursue via Alternative Dispute Resolution (see Section 11)
Important: We have the burden of proof to demonstrate diminished value was caused by excessive handling beyond inspection. We must provide photographic evidence and reasonable justification for any deductions.
8. DAMAGED PACKAGING & TRANSIT DAMAGE
Legal Basis: Consumer Rights Act 2015, Section 28
Legislation Link
8.1 Our Responsibility
We are responsible for ensuring goods reach you in perfect condition.
This means:
We select appropriate packaging;
We choose reliable couriers;
We insure shipments;
We are liable for transit damage, not the courier.
Your contract is with us, not with the courier company.
8.2 Damaged Packaging When Delivered
Scenario A: You Notice Damage Before Accepting Delivery
Your Rights: ✅ You can refuse delivery if packaging is visibly damaged
✅ Tell the driver: "I refuse this delivery - packaging is damaged"
✅ Driver should mark as refused and return to sender
✅ If you can, take a picture or video of the damage
✅ Contact us immediately - we'll send a replacement
What happens:
We arrange immediate replacement at no charge;
Full refund if you prefer;
No cost to you;
We handle insurance claim with courier.
Scenario B: You Accept Delivery Despite Damaged Packaging
Your Rights: ✅ Accepting delivery does NOT waive your rights
✅ Your signature confirms receipt, NOT that item is undamaged
What to do:
If driver is still present: Note "Packaging damaged - not inspected" on delivery receipt
Take photos immediately: Photograph all damaged packaging before opening
Open carefully: Check item inside for any damage
Contact us within 24 hours with photos and details
8.3 Item Damaged, Packaging Undamaged
Scenario: Box arrived perfect but item inside is broken/damaged
Your Rights: ✅ Full Consumer Rights Act protection
✅ Full refund, replacement, or repair (your choice within 30 days)
✅ We pay all return shipping
What to do:
Take photos of undamaged packaging
Take photos of damaged item
Contact us within 24 hours
Keep all packaging until we instruct you
How we handle it:
Immediate replacement sent (free)
OR full refund processed immediately
Free collection of damaged item
We investigate and lodge any claims with the courier/supplier
8.4 Packaging Damaged, Item Appears Fine
Scenario: Box is crushed or bent, but item inside looks undamaged
Your Rights: ✅ You can still cancel for a full refund if you're concerned about hidden damage
✅ 14-day cooling-off period still applies
✅ Full Consumer Rights Act protection if damage is discovered after 14 days
Option 1: Accept and Monitor
Inspect item thoroughly;
Test all functions;
Monitor for hidden damage over next few days;
You have 30 days to report faults;
You have 14 days to change your mind for any reason.
Option 2: Request Immediate Replacement. Contact us and say: "Packaging arrived damaged. I'm concerned there may be internal damage. I'd like a replacement sent with undamaged packaging."
We will:
Send replacement immediately (free delivery);
Arrange free collection of potentially damaged item;
No questions asked - Better safe than sorry!
Option 3: Cancel your order
If you are concerned about hidden damage and do not want to inspect the item, and do not want a replacement, you still have the right under the cooling-off period to cancel your order within 14 days of receipt under the same terms outlined in section 1.
8.5 Contacting Us About Transit Damage
Act quickly for best results:
Within 24 hours (Ideal):
Email: support@petsownus.co.uk
Include:
Order number;
Photos of packaging (all angles showing damage);
Photos of damaged item (if packaging opened);
Description of damage;
Whether driver noted anything unusual.
8.6 Items Lost in Transit
Scenario: Courier tracking shows delivery but you never received it
Your Rights: ✅ We are responsible, not the courier
✅ Full refund or replacement
✅ No charge to you
What to do:
Check with neighbours/safe place;
Check tracking details carefully;
Wait 24 hours (sometimes marked delivered early);
Contact us if still not received.
We will:
Investigate with courier;
Send replacement immediately OR;
Process full refund;
Make an insurance claim (our responsibility, not yours).
9. EXCHANGES
If you wish to exchange your item, for example due to a sizing issue or you prefer a different colour/style/model, we would be happy to arrange this.
9.1 How to Exchange an Item
To exchange for different size/colour/product:
Step 1: Contact us within 30 days of receipt to request an exchange. We can help you find a suitable replacement item if you don’t already have one in mind
Step 2: Return your original item following the normal returns process (we will provide a prepaid label for drop-off or collection - at no charge to you)
Step 3: Once the original item is received and inspected, we’ll ship your replacement item
9.2 Your replacement item is a different price
Scenario A: If the replacement item is cheaper than the original item, we’ll refund you the difference to your original payment method
Scenario B: If the replacement item is more expensive than the original item, we’ll do our best to price match within a reasonable range (usually 5-10%). If we can’t, we’ll issue you a payment link for the difference.
9.3 Wrong item Ordered - Before Dispatch
Act fast to avoid return shipping costs:
If you realise you ordered the wrong size, colour or item BEFORE your item ships:
Contact us immediately:
Email: support@petsownus.co.uk or WhatsApp
Include order number and correct size needed
If item hasn't shipped yet:
✅ We can change the size (subject to payment terms at 9.2 above)
✅ No delay to your delivery
If item has already shipped: ❌ Too late to change
✅ You can return it following normal refund or exchange processes
9.4 Need Help With Sizing?
Before you order:
Check our detailed sizing guides on each product page
Use our measurement instructions
View our sizing videos (where available)
Read customer reviews for fit feedback
Contact us for personal sizing advice: support@petsownus.co.uk or WhatsApp
We're here to help get it right the first time!
10. GIFTS
Legal Basis: Consumer Contracts Regulations 2013, Regulation 34(11)
10.1 Item Was Marked as Gift When Purchased
If the person who bought the item for you marked it as a gift:
We issue a gift certificate/store credit for the item's value;
- Certificate emailed to you
- Can be used on any future purchase
- No expiry date
Why? The refund must go to the purchaser's payment method, but we don't share their payment details with you for privacy reasons.
10.2 Item Was NOT Marked as Gift
If the item wasn't marked as a gift when purchased:
- Refund goes to the original purchaser's payment method
- We do not refund to the gift recipient
- The person who bought it will receive the refund
To arrange this:
- You can return the item following normal process
- Contact us with order number
- We'll notify the original purchaser
- Refund goes to their payment method
11. CONTACT US
11.1 Customer Service
Email: support@petsownus.co.uk
WhatsApp: click here to be connected
Online chat (available at the bottom left of our website)
Online Form: Here
Opening Hours:
Monday - Friday: 09:00 - 18:00 GMT
Saturday - Sunday: Closed
Bank Holidays: Closed
Response Time:
We aim to respond to all enquiries within 24 hours during business days.
11.2 Company Information
Trading Name: Pets Own Us
Legal Entity: AP Acquisitions Limited
Company Number: 15955762
VAT Number: 498698492
Registered Office: 128 City Road, London, England, EC1V 2NX
Important: This is our registered office for legal mail only. Do not send returns to this address. Always contact us first to receive the correct returns address.
11.3 Complaints & Dispute Resolution
If you're unhappy with how we've handled your return:
Step 1: Contact Our Customer Service Team
- Email: support@petsownus.co.uk
- Mark as "Formal Complaint"
- Explain the issue and what you'd like us to do
- We'll respond within 5 business days
Step 2: Escalate to Management
- If not resolved, ask for management review
- We'll conduct a full investigation
- Senior management will respond within 10 business days
Step 3: Alternative Dispute Resolution (ADR)
If we cannot resolve your complaint, you may use ADR
ADR is independent, impartial mediation
Usually free or low-cost for consumers
UK ADR Providers:
Centre for Effective Dispute Resolution
Citizens Advice Consumer Service: 0808 223 1133
Step 4: Online Dispute Resolution (ODR) For online purchases in the EU:
Step 5: Legal Action You always have the right to take legal action through the courts if you believe we've breached our obligations under consumer law.
11.4 Trading Standards
If you believe we're breaching consumer law, you can report us to:
National Trading Standards
Or contact your local Trading Standards office via Citizens Advice: 0808 223 1133
12. LEGISLATION & LEGAL FRAMEWORK
This returns policy is designed to comply with:
12.1 Primary Legislation
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Governs: 14-day cooling-off period, cancellation rights, refund requirements, information duties
Governs: Faulty goods, goods not as described, delivery obligations, remedies for faulty goods
Consumer Protection from Unfair Trading Regulations 2008
SI 2008 No. 1277
https://www.legislation.gov.uk/uksi/2008/1277/contents
Governs: Misleading actions, unfair commercial practices
Electronic Commerce (EC Directive) Regulations 2002
SI 2002 No. 2013
https://www.legislation.gov.uk/uksi/2002/2013/contents
Governs: Online business information requirements
12.2 Government Guidance
Department for Business & Trade - Consumer Contracts Regulations Guidance
Search GOV.UK for: "Consumer contracts information cancellation and additional charges regulations guidance"
GOV.UK Business Guidance:
Accepting Returns and Giving Refunds
12.3 Consumer Rights Information
Citizens Advice:
Consumer Contracts Regulations
12.4 Enforcement & Oversight
Trading Standards:
Find your local office
Competition and Markets Authority (CMA)
13. POLICY UPDATES
This returns policy was last updated on 3rd February 2026 and is effective from 00.01 AM on 3rd February 2026.
We may update this policy from time to time to:
Reflect changes in UK law;
Improve clarity for customers;
Add new product categories;
Update contact information.
How we notify you of changes:
- Updates posted on our website with "Last Updated" date
- Significant changes emailed to registered customers
- Previous versions available on request
Which version applies: The version in effect on the date you placed your order applies to that order.
14. FREQUENTLY ASKED QUESTIONS
Q: Can I return an item after 14 days if I just don't like it?
A: No. For change-of-mind returns, you must notify us within 14 days of receiving the item. However, faulty items can be returned for up to 30 days for a full refund, or up to 6 months for repair/replacement.
Q: I used the stroller for one walk. Can I still return it?
A: You can notify us of your return within 14 days, but we may deduct the diminished value if the stroller shows signs of use (pet hair, dirt, marks, odours). The deduction would be based on the actual cost to clean/refurbish it to resaleable condition.
Q: Who pays for return shipping?
A: For change-of-mind returns, you pay return shipping (or we can arrange a prepaid label or collection at cost price). For faulty/damaged items, we pay all return shipping costs.
Q: Can you collect the item from a different address?
A: Yes, we can arrange collection from any UK address you provide at cost price (for change-of-mind returns). For faulty items, collection is free.
Q: How long until I get my refund?
A: We must process refunds within 14 days of receiving your returned item, but aim to do this within 3-5 days. The refund then takes 1-10 days to appear in your account, depending on your payment provider.
Q: I ordered the wrong size. Can I exchange it?
A: Yes, just contact us to arrange an exchange. If the item hasn't shipped yet, contact us immediately - we may be able to change the size before dispatch. We will refund or issue a payment link for any difference in cost.
Q: Can I return part of my order?
A: Yes, you can return some items and keep others from the same order.
Q: The box arrived damaged but the item looks fine. What should I do?
A: Contact us immediately. We can send a replacement if you're concerned about hidden damage, or you can keep the item and monitor it. You have 30 days to report any faults and 14 days to change your mind for any reason.
Q: Is there a restocking fee?
A: No. Restocking fees are illegal under UK law. We cannot charge any fees related to processing your return. The only costs you may incur are return shipping (for change-of-mind) or deductions for actual diminished value if you used an item beyond simple inspection.
Q: I signed for the delivery. Have I lost my rights?
A: No. Your signature only confirms you received a package, not that it's undamaged. You still have full Consumer Rights Act protection.
Q: What if I refuse delivery?
A: That's fine if the packaging is damaged. The courier will return it to us and we'll send a replacement or refund you. However, if you refuse delivery without good reason and without contacting us first, you'll be responsible for the return shipping costs we incur.
Q: Can I return a gift?
A: Yes, but the refund method depends on whether it was marked as a gift when purchased. If marked as gift, you'll receive store credit. If not, the refund goes to the original purchaser's payment method.
Q: My item is faulty but it's been 3 months. Can I still return it?
A: Yes. For faults appearing within 6 months, you have the right to repair or replacement. If that fails, you can get a refund. After 6 months, you may still have rights but must demonstrate the fault was present at purchase. Some items may have an extended warranty up to 2 years. Please refer to the individual product page on our website for this information.
Q: Do I need the original packaging?
A: For change-of-mind returns, yes - items should be returned in original packaging in resaleable condition. For faulty items, original packaging helps but isn't always required. Just ensure the item is well-protected during return shipping.
