Step 1 · The item
Described as it actually is.
What we do, in detail
Selling at a distance, changing your mind, refunds, and the exceptions.
Program 01 · Not from a shop
Selling at a distance
Selling away from a shop counter means every sale is a distance contract, and distance contracts carry rights that a shop sale does not. A buyer who orders without handling the item first gets fourteen days to change their mind on receiving it, for any reason or none. That is the trade-off the law makes for buying something you could not touch, and it is a legal entitlement rather than a goodwill gesture.
Step 2 · The information
Given before you are bound.
Step 3 · The order
Placed knowing the position.
Step 4 · The fourteen days
Running from delivery.
Step 1 · Told first
Before you are bound.
Step 2 · Received
The clock starts at delivery.
Step 3 · Cancelled
By any clear statement.
Step 4 · Returned
And then refunded.
Program 02 · Fourteen, or twelve months
Changing your mind
Fourteen days from the day the goods reach you, no reason required. The information about that right, its conditions, its time limit and how to use it has to be given before you are bound. If a trader does not give it properly, the cancellation period extends by up to twelve months. That is the real sanction in distance selling and it is why the information belongs on the page you actually read rather than in terms nobody opens.
Program 03 · Including delivery out
Getting your money back
Once you cancel and we have the goods back, or your evidence of sending them, the refund follows within fourteen days. It includes what you paid for standard outbound delivery, which surprises people, though not any extra you chose to pay for a faster service. Return postage is only yours if we told you so before you ordered. If we did not say, it is ours, which is a good reason for us to say it clearly.
Step 1 · You cancel
By any clear statement.
Step 2 · It comes back
Or you show you sent it.
Step 3 · Fourteen days
The refund window starts.
Step 4 · Paid back
With outbound delivery.
Step 1 · The item
Whether an exception applies.
Step 2 · The notice
On the page, before you buy.
Step 3 · The purchase
Made knowing it.
Step 4 · No surprises
Nothing raised afterwards.
Program 04 · Said before you buy
Where it does not apply
Goods made to your specification or clearly personalised sit outside the cancellation right, as do sealed goods that cannot be returned for hygiene reasons once unsealed. Those exceptions are real and we rely on them only where they genuinely apply, and only where you were told before buying. An exception produced after a cancellation request is not a position anyone should accept, including from us.
Question about an item or an order?
Ask before you buy. It costs nothing and commits you to nothing.