Refund policy

Last updated: 10 October 2026

We want you to love your order. If something isn’t right, you can return it within 90 days of delivery. This policy is offered in addition to your statutory rights as a consumer.

1. Return conditions

To be eligible for a return, your item must be:

• unused and in the same condition you received it;
• in its original packaging, with all tags, labels and accessories;
• accompanied by proof of purchase (your order number is enough).

2. How to return an item

1. Request a return. Email helpcustomersup@gmail.com with your order number, the item(s) you want to return and whether you’d like a refund or an exchange.
2. Get your return authorisation. If your request is approved, we’ll reply with a return authorisation and the address of the returns warehouse to send your parcel to. This address is provided only at this stage.
3. Pack and ship. Repack the item securely in its original packaging and send it to the warehouse address we gave you. We recommend a tracked service — keep your tracking number.
4. Refund or exchange. Once the parcel has been received and inspected at our warehouse, we’ll process your refund or exchange (see section 5).

3. Items that can’t be returned

• digital and downloadable products, such as our PDF guides, and gift cards;
• health, beauty and personal-care items that have been opened or used, for hygiene reasons;
• personalised items and items marked as final sale.

Not sure whether your item qualifies? Contact us before sending anything. Your legal rights for faulty items still apply.

4. Return shipping costs

Please use a tracked and insured service. We can’t be responsible for parcels lost before they reach our returns warehouse.

5. Refunds

Refunds are issued only after your return has been received at the warehouse indicated in your return authorisation and has passed inspection. We’ll email you to confirm whether the refund is approved.

• Approved refunds go back to your original payment method within 5–10 business days; your bank may take a few extra days to show it.
• Original shipping charges are not refunded for change-of-mind returns, unless the law requires it or the item was faulty.
• Customs duties, import taxes and customs fees are charged by the authorities of the destination country, are the customer’s responsibility and are not refunded by us.

Approved refund not arrived after 10 business days? Check your bank or card statement first, then contact your bank. If it still hasn’t arrived, write to helpcustomersup@gmail.com and we’ll sort it out.

6. Exchanges

The quickest way to get a different item is to return the one you have and place a new order once the return is accepted. If you’d prefer a direct exchange (for example a different size or colour), mention it in your return request and we’ll arrange it, subject to availability.

7. Damaged, faulty or incorrect orders

Please check your order as soon as it arrives and contact us within 48 hours if an item is damaged, faulty or not what you ordered. Include photos of the item and the packaging: we’ll arrange a replacement or refund and cover the return cost.

Under the Consumer Rights Act 2015, you can reject a faulty item within 30 days for a full refund; within 6 months you’re entitled to a repair or replacement, or a refund if that isn’t possible.

8. Your right to cancel

Under the Consumer Contracts Regulations 2013 you can cancel your order within 14 days of receiving it, without giving a reason:

• tell us within those 14 days (an email is enough);
• send the goods back within a further 14 days, to the warehouse address we provide;
• we’ll refund you within 14 days of receiving the goods at our returns warehouse, including the standard delivery cost you originally paid (not any extra for express delivery).

Nothing in this policy affects your statutory rights as a consumer.