Refund Policy

1. Eligibility for Returns

 

You may return items for a refund or exchange within 14 calendar days of receiving your order. To be eligible:

 

• Items must be unused, unwashed, and in original condition with all tags and packaging intact

 

• Products must not have been damaged by misuse, negligence, or improper handling

 

• Pet products must be returned unopened and unused for hygiene reasons — once opened/used, they cannot be returned unless faulty

 

• We reserve the right to refuse returns that show signs of use beyond simple inspection

 

2. Items That Cannot Be Returned

 

The following items are non-returnable unless faulty or incorrectly described:

 

• ❌ Personalised / custom-made items — made to your specification

 

• ❌ Hygiene/sealed items that have been opened or used (for health & safety)

 

• ❌ Final sale / clearance items — clearly marked as non-returnable

 

• ❌ Gift cards & digital products

 

This does not affect your statutory rights — all items may be returned if faulty or not as described.

 

3. How to Return an Item

 

Step 1 — Notify Us:

Email us at alexia.bussiness@outlook.com uk within 14 days of delivery with:

 

• Your order number

 

• The item(s) you wish to return

 

• Reason for return

 

• Whether you prefer refund or exchange

 

Step 2 — Return Authorisation:

We will reply within 2 working days with a return authorisation and instructions. Do not send items back before contacting us — we cannot process unauthorised returns.

 

Step 3 — Send It Back:

Package items securely with all original packaging. Include a note with your order number and return reference. Send to:

[Insert your business address, UK]

 

4. Return Shipping Costs

 

• Change of mind / not satisfied: Customer pays return shipping costs

 

• Faulty, damaged, or incorrect item: We cover return shipping costs — we will provide a pre-paid label or refund your postage costs

 

• Shipping fees paid on the original order are non-refundable unless the return is due to our error

 

• We recommend using a tracked or signed-for service — you are responsible for items until they reach us

 

5. Inspection & Processing

 

• Once we receive your return, we will inspect the item within 3 working days

 

• If approved: your refund or exchange will be processed immediately

 

• If rejected: we will contact you and return the item to you (you may be charged return postage)

 

• Please allow up to 5 working days for banks to show the refund in your account

 

6. Refunds — How & When

 

• Refunds are issued to your original payment method only

 

• Standard refunds: processed within 14 days of receiving the returned item

 

• Faulty/damaged items: full refund including original shipping costs

 

• Partial refunds may be issued if the item shows signs of use beyond inspection

 

• If you paid via PayPal, credit/debit card, or Apple Pay, the refund will appear in line with your provider’s processing times

 

7. Exchanges

 

• If you’d prefer an exchange instead of a refund, please state this in your return request

 

• Exchanges are subject to stock availability

 

• If the new item is more expensive, we will send a payment request for the difference

 

• If less expensive, the difference will be refunded to you

 

• Standard shipping applies to exchange items — free shipping does not apply unless the new order meets the threshold

 

8. Damaged or Faulty Items

 

• Please inspect your order upon delivery. If items arrive damaged or faulty, email us within 48 hours with:

 

◦ Clear photos of the item

 

◦ Photos of the packaging

 

◦ Your order number

 

• We will arrange a free replacement or full refund — your choice

 

• We will also cover return postage costs

 

• Items damaged through normal wear and tear or misuse are not considered faulty

 

9. Wrong Item / Missing Item

 

• If we send you the wrong item or something is missing, please notify us within 7 days of delivery

 

• We will correct the order immediately at no extra cost to you

 

• We may request the incorrect item be returned — we will provide a pre-paid label

 

10. Order Cancellation (Right to Cancel)

 

• You may cancel your order before it is dispatched for a full refund

 

• Under the Consumer Contracts Regulations, you have the legal right to cancel within 14 days of receiving the item — see eligibility above

 

• If you cancel after dispatch, you must return the item to us to receive the refund

 

• Custom/personalised orders cannot be cancelled once production has begun

 

11. Changes to This Policy

 

• We may update this policy periodically. Changes will be posted here with a revised “Last Updated” date

 

• Purchases made before the update will use the policy in place at the time of order

 

12. Contact Us

 

For all return, refund, or exchange enquiries:

📧 Email: Alexia.bussiness@outlook.com

📍 United Kingdom

 

Last Updated: 7 September 2026