Refund policy

UK Cancellation and Returns Policy

Effective Date: 21 September 2025

This policy applies to all orders placed on Refressh.co.uk by customers located in the UK. It explains your rights and our process if you want to cancel an order, return a product, or if you receive a faulty or incorrect item.

1. Changing Your Mind: Cancellation & Returns

You have a legal right to change your mind, cancel your order, or return a product within 14 days of receiving it.

In addition, we offer an extended returns period of 30 days from delivery (unless otherwise stated for a specific product).

Summary of rights:

Statutory right: Cancel or return within 14 days.
Extended returns: Additional 30 days (or longer if explicitly stated).
Legal rights also apply if a product is faulty, damaged, or not as described.

2. Products That Cannot Be Returned if You Change Your Mind

Some items cannot be returned unless they are faulty:

Personalised or made-to-order products (e.g., engraved items or custom clothing)
Sealed products that cannot be returned for health or hygiene reasons once opened (e.g., cosmetics, earrings, intimate wear, baby products)
Products that have been mixed with other items and cannot be separated
Audio, video, or software with broken seals
Perishable items (e.g., flowers or food)
Newspapers, journals, and magazines

If these products are not defective, we cannot accept them for a refund.

3. How to Cancel Your Order

Before shipment: Your order can be cancelled automatically if it has not been packaged or shipped.
After shipment: Contact us to arrange a return.

4. Returning a Product

Return the product within 14 days of notifying us.
Items must be returned in the condition you received them. Handling to check the product’s nature is allowed.
Choose a courier, package the item securely, and send it back. Keep proof of postage.
For heavy or bulky items (usually over 20kg), contact us to arrange the return.
Remove any personal data from the product before returning.

5. Refunds

Refunds are processed within 14 days of receiving the returned product or proof of postage.
If returning because you changed your mind, refunds include the standard delivery cost. Extra delivery charges may not be refunded.
Refunds may be reduced if the product has been used or damaged beyond what is necessary to check its nature and function.

6. Return Costs

Free returns: Faulty, damaged, incorrect, or misdescribed products, or if free returns are explicitly offered.
Paid returns: If not eligible for free return, postage costs will be deducted from the refund.

7. Faulty, Damaged, or Incorrect Products

You have legal rights if a product is:

Faulty or damaged
Not as described
Not fit for purpose

Contact us to request a refund, repair, or replacement. These rights exist even after the cancellation or extended returns period.

8. Returning the Wrong Product

If you accidentally return the wrong product, contact us immediately. We cannot guarantee the return or replacement of incorrect items.

9. Orders Cancelled by the Seller

We may cancel your order if:

Payment is not received on time
Required information (e.g., correct address) is not provided

Refunds for cancelled orders, including delivery charges, will be issued within 14 days to your original payment method.

10. Delivery Issues

If your order has not arrived within the estimated time:

Contact us to arrange delivery or discuss a refund.
Refunds may be issued if the product cannot be delivered.

11. Customer Support

For any issues with your order, product, or return, please contact us at:

Email: refresshshop@gmail.com