Returns and refunds
How cancellations, returns, faults and refunds work.
You may normally cancel a standard online order within 14 days after delivery without giving a reason. Tell us clearly that you are cancelling, then return the unused product within a further 14 days. Handle it only as much as reasonably necessary to inspect it.
The change-of-mind right normally does not apply to goods made to your specification or clearly personalised, such as an ornament created from your pet photograph or custom wording. Selecting a standard listed colour or size does not automatically make a product personalised. This exception never removes rights where goods are faulty, unsafe or misdescribed.
Contact us before posting so we can provide the return address and reference. Unless the product is faulty or incorrect, you are responsible for the direct return cost. Package pieces carefully; you may be responsible for reduced value caused by handling beyond what is needed to inspect them.
For an eligible cancellation, we refund the item price and the cost of our least expensive standard outbound delivery. We may wait until the goods are returned or you provide evidence of posting. The refund is made to the original payment method within 14 days of that point.
Contact us promptly with your order reference and photographs where useful. We will assess the problem and provide an appropriate repair, replacement, price reduction or refund without charging return postage where the law requires it. Your statutory rights are unaffected.
You can use our model cancellation form or send any clear statement containing your name, order reference, products and request to cancel.
