Returns & Refunds
Understand how to request a return, report a problem with an order and follow the refund process.
At a glance
Before sending anything back, contact our team with your order number and the reason for your request.
01Return eligibility
Return requests are accepted within [Return window] from [Delivery or purchase date]. [Describe the required condition, packaging and proof of purchase.]
[Explain how your voluntary return policy relates to mandatory customer rights.]
02Items with special conditions
[List any exclusions or special conditions, including personalised, perishable, sealed, digital or other relevant products. Do not exclude remedies that must remain available under applicable law.]
03How to request a return
- Contact [Returns email] with your order number.
- Explain what you would like to return and why.
- Follow the return instructions provided by our team.
Return address: [Returns address]. [Explain any authorisation or packaging requirements.]
04Return shipping
[State who pays return postage in each situation, whether labels are provided, and how original delivery charges are handled. Explain any reasonable tracking requirements.]
05Damaged, faulty or incorrect items
Tell us about a problem with your order using the Contact page. Include the order number and a short description, with photographs if useful.
[Describe the assessment process and remedies available for damaged, faulty or incorrect goods.]
06Refunds and exchanges
[Explain when a refund is approved, how it is issued, the expected processing time and any separate payment-provider processing time.]
[Describe whether exchanges are available and how they are arranged.]
07Cancellations
[Explain how to request cancellation before dispatch, any service-specific cancellation rules and what happens if an order has already shipped.]