If something is not right, returning it should be simple. Here is how returns and refunds work in plain terms, alongside your statutory rights under UK consumer law.
Last updated: 4 July 2026
This is a customer-facing returns guide for the prototype and will be confirmed before launch. It sits alongside, and does not reduce, your statutory rights under UK consumer law. For the formal terms, see the refund policy.
For most goods bought online in the UK, you have a legal right to change your mind. Under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of receiving it, and then have a further 14 days to send the goods back, for a refund. You do not need to give a reason.
In short
14 days from delivery to tell us you want to return, then 14 more days to send the item back. Some items are excepted, such as sealed hygiene or personal-care products once opened, and made-to-order items.
This statutory right always applies and is not reduced by anything on this page. Any additional change-of-mind window we choose to offer beyond it will be confirmed before launch.
Returning something is a few simple steps. Have your order reference to hand before you start.
For a change-of-mind return, items should be in a resaleable condition. You are welcome to inspect a product as you would in a shop, but items that have been used beyond that, or returned incomplete, may affect the refund.
These condition points do not apply to faulty items, which are covered separately below.
If an item arrives faulty, damaged or not as described, you have additional rights under the Consumer Rights Act 2015, and this is on us to put right. Please do not worry about the change-of-mind condition rules above; they do not apply here.
Your statutory rights are not affected. If a fault appears shortly after delivery, you are generally entitled to a remedy at no cost to you.
Once we have received your returned item and checked it, we issue your refund to the original payment method you used at checkout. We will email you to confirm when the refund has been processed.
Refund handling is being connected as part of launch, so no refunds are processed in this prototype yet. The formal terms are set out in our refund policy.
A small number of items cannot be returned for a change of mind, for hygiene or practical reasons, unless they are faulty. Exact exclusions will be confirmed before launch and shown on the relevant product pages.
If in doubt, ask us before you buy or before you return, and we will let you know.
How long do I have to return an item?
For most online purchases you have 14 days from delivery to tell us you want to return, and a further 14 days to send the item back, under the Consumer Contracts Regulations 2013. Faulty items are covered separately and for longer.
Do I need a reason to return something?
No. For a change-of-mind return within the statutory window you do not need to give a reason. We only ask so we can keep improving the range.
How will I get my refund?
Refunds are issued to the original payment method once we have received and checked your returned item. After we process it, the time to appear depends on your bank or card provider, usually a few working days.
What if my item is faulty or arrived damaged?
Contact support with your order reference and photos where possible. Under the Consumer Rights Act 2015 you may be entitled to a repair, replacement or refund, and return postage for faulty items is covered.
Are there items I cannot return?
Some items cannot be returned for a change of mind unless faulty, such as sealed hygiene or personal-care products once opened, made-to-order items and perishables. Exclusions are confirmed on the product page.
Still need help?
Our UK support team is happy to help with anything.
