Returns & refunds

This page distinguishes returning an unwanted online purchase from remedies for faulty or misdescribed goods. Your statutory rights are not reduced by store policies, product tags or sale prices. The return address and customer-service email are awaiting confirmation and must be supplied before orders are accepted. Do not send a parcel to an unconfirmed address.

For most online purchases, you can tell the seller you wish to cancel within 14 days after the day you receive the goods, without giving a reason. If one order is delivered in separate parts, the cancellation period generally begins after receipt of the last part. You may also notify the seller before delivery.

Give a clear statement that you wish to cancel, together with your name, order number, the items concerned and the date received. Keep a record of your message. You do not have to use a particular form or wait for permission to exercise a legal cancellation right. After notifying the seller, send the goods back within a further 14 days.

You may inspect and try on clothing as you reasonably would in a shop. Handle it carefully and, where possible, return it with its original packaging and labels. A refund cannot automatically be refused solely because packaging has been opened or a label removed.

Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of an item, a lawful deduction may be made for resulting loss in value, provided the required cancellation information was given. Wearing clothing for an outing, washing it or damaging it is different from a reasonable fitting check.

Pack returned goods securely and retain proof of posting. Tracked postage can provide helpful evidence but is not imposed here as a condition of your statutory rights. Return-postage arrangements have not yet been confirmed. For change-of-mind cancellations, a customer may be required to pay the direct return cost only if properly informed before purchase; otherwise the seller bears that cost.

For a valid cancellation, the refund includes the goods' price and the cost of the least expensive standard delivery option offered for the order. An extra amount paid for an enhanced delivery service does not have to be refunded. Where only part of an order is returned, the delivery refund depends on the circumstances and applicable law.

The seller must reimburse you without undue delay and, for returned goods, within 14 days after receiving them back or receiving evidence that you sent them back, whichever is earlier. Where the seller has offered to collect the goods, different withholding rules apply. Refunds use the original payment method unless you expressly agree otherwise and must not incur a refund fee.

Your payment provider may take additional time to display an issued refund. That does not extend the seller's legal deadline for issuing it. Store credit or an exchange is not a compulsory substitute for a refund you are legally entitled to receive.

Goods must be of satisfactory quality, fit for purpose and as described. If an item arrives damaged, is the wrong product or appears faulty, contact the seller with the order details and a description of the problem. Photographs can help an investigation but are not a blanket condition for exercising your rights.

You normally have a short-term right to reject faulty goods within 30 days and receive a refund. After that, repair or replacement rights may apply, followed in appropriate circumstances by a price reduction or final rejection. For faults appearing within the first six months, the law generally presumes the fault was present at delivery unless the seller proves otherwise or that presumption is inconsistent with the goods or fault.

The seller bears reasonable return costs for faulty or misdescribed goods. Ordinary wear, accidental damage or misuse does not itself establish an original defect, but a product still has to meet the quality and durability standards required by law. Sale items have the same statutory protections as full-price items.

The cancellation exception for goods made to your specifications or clearly personalised applies only where the legal conditions are met. Standard Child or Adult options and a standard catalogue design do not by themselves establish an exception. Any genuinely personalised item must be clearly identified before ordering. Faulty-goods protections still apply.

No extended voluntary return period or guaranteed exchange service has been confirmed. If you would like a different option, ask about availability before arranging a return. This does not limit the ordinary online cancellation right or any remedy for faulty goods.

You can use this wording: ‘I give notice that I cancel my contract for the following goods: [items]. Order number: [number]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Customer address: [address]. Date of notice: [date].’ A signature is needed only if using a paper notice. Any other clear statement of cancellation is also acceptable.