Customers have the right to cancel their order for a limited time even if the item is not faulty.
We will offer a refund to customers if they’ve told you within 14 days of receiving their item that they want to cancel. They have another 14 days to return the item once they’ve told you.
We will refund the customer within 14 days of receiving the item back. They do not have to provide a reason. You cannot deduct any fees from their refund, unless the item has been used or damaged.
You must also refund the cost of standard delivery if the customer paid for it. If they paid for a more expensive delivery option, you only need to refund the cost of standard delivery.
As per HMRC guidelines, Retailers must provide a full refund (often via the original payment method) if an item is faulty, not as described, or unfit for purpose.
However, if you are returning an item simply because you changed your mind (non-faulty), retailers are not legally required to offer a refund, exchange, or credit note.
