Returns Policy (Change of Mind)

Last updated: 2026-09-08

This page covers changing your mind about an order. If your item is faulty, damaged, or not what you ordered, see legal/faulty.md instead, where those rights are stronger and we pay the return postage.

Your 14 + 14 + 14 day right to cancel

As a consumer buying online, you can cancel your order for any reason within 14 days of receiving it, with no need to give a reason.

• You then have a further 14 days from telling us you want to cancel to send the item back to us.
• Once we receive it back (or you give us proof of postage), we refund you within 14 days.

To cancel, email Contact email to be confirmed with your order number, or use the model cancellation form in legal/terms.md. We refund the price you paid for the item and the standard delivery charge you originally paid (not the cost of any faster delivery upgrade you chose).

Who pays the return postage

You pay the cost of returning the item to us. We are telling you this now, before you order, which is what the law requires us to do for that cost to fall on you rather than on us. A rough guide to the postage cost is available at checkout or on request.

When we refund without asking for the item back

For a low-cost item, the postage to return it can cost more than the item itself. Where the item's cost to us is below our published threshold (currently £3.95, the Royal Mail Small Parcel rate), or, at our discretion, for any item under about £15 at retail, we may issue your refund without asking you to send it back. We decide this case by case and will tell you in our reply if that is what we are doing; you never need to guess.

What you cannot return under this policy

The law excludes certain goods from the right to cancel for change of mind, including:

• personalised or made-to-order items;
• goods that deteriorate or expire quickly (perishables);
• sealed goods that are not suitable for return for health or hygiene reasons, once you have unsealed them after delivery;
• sealed audio, video or software once unsealed.

If a product you are considering falls into one of these categories, that is stated on its product page.

Condition of returned goods

You are responsible for the item's condition while it is in your possession. You can handle it to the extent you would in a shop, but if it shows signs of use beyond that, we may deduct an amount reflecting the reduction in its value from your refund.

How to return an item

1. Email Contact email to be confirmed with your order number and the reason for return.
2. We will confirm the return address (normally Trading address to be confirmed) and, if it applies, the refund-without-return decision above.
3. Post the item back, keeping proof of postage until your refund is confirmed.

If something arrives back to us without a return request

We treat every physical return that reaches us as something a person looks at, never something the system disposes of on its own. If that happens to your return, we will still process your refund once we work out which order it belongs to.