Refund and Returns Policy

This website defines ‘customers’ as individuals buying for themselves and ‘us’ or ‘we’ referring to the merchant ‘’.


Customers have the right to cancel within seven days of their contract with us, or seven days of receipt of the goods (whichever is the longer). We make it clear to, that if the customer does cancel an order with us, we will have the payment returned to the customer (see exceptions below).


Exceptions to this are the purchase of digital items, where no refunds are able to be made where the digital item has already been received by the customer. Even if a customer purchases digital content more than once, refunds cannot be made.


Goods or services that do not meet a customer’s satisfaction are eligible for return. Should a customer find themselves in this position, they should first email using the Store ‘Email Me’ button, where the following options will be made available.

Return policy options:

  1. Refund (for example, returns accepted for full money back or online store credit)

  2. 100% Satisfaction Guaranteed: All items received by Postage are accepted as returns, no questions asked.

  3. Time Limit: Returns are accepted within 5 working days after the item is delivered.

Additional Returns information

  1. Restocking fee: In the case of limited edition items, a restocking fee of £2 will be chargeable to the customer.

  2. Postage and packaging charges: In the case of posted items, payment for return postage and packaging, will be covered by the customer. Refunds of the return postage charges will then be made after suitable evidence of postage has been made by the customer..

  3. Item condition: For postal items, returns will only be accepted if they are in their original condition, unused and unworn (in the case of clothing).


Legal Issues and Statutory Rights

Returns and the Law

This section provides answers to the more commonly-asked questions relating to returns and warranties we offer to consumers.

1) Do provide a refund if I change my mind? – Distance Selling Regulations

Under the Consumer Protection (Distance Selling) Regulations 2000, have to refund an item if the customer changes their mind within 5 working days of the day on which the item was delivered.

Under the Distance Selling Regulations, customers have a period of 7 working days after the date of delivery within which they can cancel the contract (often referred to as the “cooling off” period) and get their money back, including the original postage and packing charges. must refund the original delivery charges. However, are permitted to require the customer to pay for the cost of returning the item, but only if clearly inform the customer of this before the contract is made.

If didn’t provide information about business required under the Distance Selling Regulations, the customer has up to 3 months to cancel the contract and get their money back.

(Please note that, under the Sale of Goods Act 1979 (as amended), there’s no legal requirement for to provide a refund if the customer simply changes their mind.)

2) Where do the Distance Selling Regulations apply?

If listing doesn’t fall under the Distance Selling Regulations, are not legally obliged to refund a customer if they change their mind. However, may choose to provide a service that goes beyond the minimum legal requirement in order to encourage consumers to buy from

3) Does have to refund a customer if the item is faulty or damaged?

The answer to this question relates to the Sale of Goods Act 1979 (as amended). The act, described in more detail here, provides that items sold by by business sellers to non-business consumers must be:

  1. of ‘satisfactory quality’;

  2. ‘as described’; and

  3. ‘fit for purpose’.

If an item sells doesn’t conform to these criteria, the customer has the right to request money back within a “reasonable time”. What is considered a “reasonable time” varies from item to item.

In addition, the Sale and Supply of Goods to Consumers Regulations 2002 gives consumers a right to a repair or replacement where goods turn out to be faulty.

For a more detailed description of a customer’s statutory obligations, see Returns, refunds, warranties and complaints on the Business Link website.

4) Do I have to replace or refund an item that gets lost or damaged in the post?

When a business sells an item to a consumer, the default position is that any loss or damage to the item that occurs in transit is the responsibility of the business. This means that are likely to be required to replace items lost or damaged in the post. chooses to replace lost and damaged items as a matter of course, using insured postage services where cost effective.

5) Do I have to provide a warranty? don’t legally have to provide a warranty. However, if we choose to offer one voluntarily, this will be legally binding. may find that providing a warranty helps a customer to choose to buy from rather than another seller.

Remember that even if a warranty has expired, may still have obligations under the Sale of Goods Act.

6) What if provides a service?

Consumers are also protected in relation to their purchase of services (workshops, lessons, event management). The most important law covering the supply of services is the Supply of Goods and Services Act 1982.

Consumer Protection Act

The Consumer Protection Act 1987 gives people the right to sue the producer, importer or own-brander of a defective product for damages in respect of death, injury or damage to property caused by the product. Please be aware that will also be liable if fails to identify the producer when asked to do so by the person suffering damage.

Further information about consumers’ legal rights

In addition, are a business selling to consumers and are aware of consumers’ legal rights.

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