Refunds & Returns

Last updated 1 September 2026. This policy sets out your rights as a consumer buying from us in the UK.

Your statutory right to cancel

Because you are buying at a distance, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive your order to cancel it, for any reason and without giving one. That right is yours by law and nothing on this page reduces it.

We extend it: our own window is 15 days, so you get a day longer than the law requires.

Your 15 day change of mind window

You can return anything we sell within 15 days of delivery, for any reason and without giving one. To start a return, email us at theteam@customersupport.care with your order number before that period ends, then send the goods back once we confirm the return address.

There is no restocking fee, no handling fee and no cancellation charge. If you cancel before your order has been dispatched, you get everything you paid back.

Goods must come back in a resaleable condition. We refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back or of receiving proof that you have sent them. You pay the direct cost of returning the goods unless the item is faulty or we agree otherwise.

Faulty, damaged or incorrect items

This applies to everything we sell, and nothing above affects it.

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. Under the Consumer Rights Act 2015, goods must match their description and be fit for their purpose. You can ask for a replacement or a refund, and we pay the cost of returning the item.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further working days to show the money back on your statement.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 24 to 48 hours, so tell us as soon as you can.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. Your statutory rights are not affected by anything on this page.