Refund Policy Generator

Our policy in short

If you are not happy with what you bought from [Your business name], you have 30 days from delivery to request a refund or exchange.

The rest of this page sets out how, what we can and cannot take back, and how long the money takes to come back to you. If anything here is unclear, email [your contact email] and ask before you buy.

How to request a refund

1. Email [your contact email] with your order number and what is wrong.

2. We reply with a returns reference and the address to send to. Please do not send anything back before you have that reference - unmarked parcels are hard to match to an order.

3. Pack the item securely, include the reference, and send it to [your return address].

4. We inspect it on arrival and process the refund once it passes.

Condition of returned items

Items should come back in the condition you received them - unused, with tags attached and in the original packaging where there was any. You are welcome to inspect an item as you would in a shop; a refund can be reduced if it has been used beyond that.

If an item arrives faulty or damaged, none of this applies. Send us a photograph and we will replace or refund it, and we cover the return postage.

What we cannot accept back

• Items made or personalised to your order
• Sealed items that have been opened, where hygiene makes resale impossible
• Perishable goods

If an item is faulty, none of these exclusions apply. A faulty product is your right to reject, whatever else this policy says.

Who pays the postage

You pay return postage unless the item is faulty or we sent the wrong thing, in which case we cover it. Use a tracked service - until it reaches us the parcel is your responsibility, and an untracked return that goes missing cannot be refunded.

The original delivery charge is refunded when you return a whole order, at the standard rate rather than an express one you chose to upgrade to.

How long refunds take

We process refunds within 5 working days of approving the request, counted from when the item reaches us. The money goes back to the original payment method - we cannot send it anywhere else.

After that it is your bank's timetable, not ours: card refunds usually appear within 3 to 5 working days, but some issuers take up to 10. If it has been longer than that, contact your bank first and then us at [your contact email].

Exchanges

If you want a different size, colour or variant, say so when you request the return and we will reserve the replacement while the original is on its way back. If the replacement costs more we will send a payment link for the difference; if it costs less we refund the difference.

Where the item you want is out of stock we will tell you within two working days and refund instead, unless you would rather wait.

Your legal right to cancel

If you are a consumer in the UK or EU you have 14 days from receiving your order to cancel it for any reason, without giving one. This right exists alongside the policy above, and where our policy is more generous, our policy applies.

To cancel, email us within the 14 days. You then have a further 14 days to send the goods back, and we refund within 14 days of receiving them.

Nothing in this policy affects your statutory rights in relation to goods that are faulty, not as described, or not fit for purpose.

Questions

[Your business name]

[your return address]

[your contact email]

We answer refund emails within two working days.