Last updated: 24 August 2026
Change-of-mind cancellation
For most eligible goods bought online, you generally have 14 days after the day you receive the goods to tell us clearly that you want to cancel. You then generally have a further 14 days to send the goods back.
Email [email protected] with your name, order number and a clear statement that you wish to cancel. You may use our Model Cancellation Form, but you do not have to.
Returning eligible goods
You may inspect goods in broadly the way you could in a shop. Where the law permits, we may reduce a refund to reflect handling beyond what was reasonably necessary to establish the goods’ nature, characteristics and functioning.
For a change-of-mind return, you will normally be responsible for the direct return postage cost where this was explained before purchase. The confirmed return address and practical instructions will be supplied before the shop launches and again when a cancellation is acknowledged.
Refunds after cancellation
We will refund payments due, including the cost of our least expensive standard delivery option, to the original payment method. We may withhold the refund until we receive the goods or you provide evidence that you sent them back. The refund will be issued within 14 days of that point. Your bank or payment provider may then need additional processing time.
Faulty, damaged, incorrect or misdescribed goods
These rights are separate from a change-of-mind cancellation. If goods are faulty, arrive damaged, are incorrect or are materially not as described, contact [email protected] with your order number and a description of the problem. Photographs can be useful, but they are not an absolute condition of your statutory rights.
Where we are legally responsible for the problem, we will not require you to bear necessary return-postage costs. Depending on the circumstances and your legal rights, the remedy may be a repair, replacement, price reduction or refund.
Exceptions
The statutory change-of-mind right may not apply to goods made to your specification or clearly personalised, or to genuinely sealed hygiene goods after unsealing. Any relevant exception will be identified before purchase. Standard stocked branded merchandise is not “personalised” merely because it is printed with our brand.
Whatnot purchases
Do not use this website-shop process for a Whatnot order. Start through Whatnot Support or the order tools described in our Whatnot Guide.