Last updated: October 30, 2026
30 days to request a return
You may request a change-of-mind return within 30 calendar days after delivery. For goods delivered separately, the period for each item starts on the date you receive it. Send the request within that period; the parcel does not have to reach us within those same 30 days. Rights relating to faulty or misdescribed goods are not limited to this window.
Start your return
Email [email protected] with your order number, the items and quantities you wish to return, and whether the request concerns a change of mind or a problem with the goods. An order confirmation or other reasonable proof of purchase is sufficient. A reason is optional for a change-of-mind request. Photos help with damage claims but are not the only acceptable evidence.
Return instructions and deadline
We provide the appropriate return address and packing instructions by email. Send the return within 14 calendar days after receiving those instructions and keep proof of postage. Contact us before that deadline if you need more time. Do not use the sender address on the original parcel unless we confirm it. Waiting for our instructions does not invalidate a return requested on time or postpone a statutory refund deadline.
Condition and packaging
Remove personal items and include all supplied components when packing an organizer or stand for return. For change-of-mind returns, keep items in their original condition with supplied accessories. Reasonable inspection is permitted. Original packaging is helpful, but its absence alone does not remove statutory rights. For voluntary change-of-mind returns, goods should not have been used beyond reasonable inspection. Tell us about missing parts or damage so we can assess the return fairly. We do not require unopened packaging for every product, and do not apply an automatic restocking fee.
Who pays return postage
For a change of mind, incorrect size selected by the customer, or an item no longer wanted, you pay the direct cost of return shipping. Use a reasonably priced tracked service and keep the receipt. For goods that arrive faulty, damaged or different from what was ordered, we cover reasonable necessary return shipping, using a prepaid method where available or reimbursing an agreed service. Contact us before purchasing expensive or express return postage. Any legally required exception takes priority.
How much is refunded
For an eligible return, we refund the amount actually paid for the returned item, including any attributable tax collected by us. Discounts are allocated to the returned items. For a voluntary change-of-mind return, the original delivery charge is not refunded unless law requires it; where a statutory withdrawal requires standard outbound delivery to be refunded, we refund that amount. Optional premium delivery upgrades need not be refunded beyond the legally required amount. For a full order returned because it is damaged, faulty or incorrect, we also refund the original delivery charge. There is no flat restocking fee.
Inspection and refund timing
Within 5 working days after receiving your returned goods, we complete the inspection, notify you of the outcome and initiate an eligible refund. Working days mean Monday to Friday, excluding public holidays at the return-processing location. If we propose a lawful deduction for handling beyond reasonable inspection, we explain the amount and evidence before resolving the refund. Any shorter legal deadline takes priority; where the law allows proof of return to trigger reimbursement, we do not wait unnecessarily for physical receipt.
Where your refund goes
Refunds go to the original payment method unless another lawful method is expressly agreed. We do not force store credit instead of a refund. Your bank or payment provider controls when the credit appears; the 5-working-day period is our processing commitment, not a guarantee of bank posting time. If the credit is missing after your provider’s stated timeframe, contact us for the refund reference.
Exchanges
For a different size, colour or product, return the original item under this policy and place a new order. Availability and the price of the new item are confirmed at the time of purchase. If we sent an incorrect or faulty item, contact us so we can arrange the appropriate replacement without charging you unnecessary delivery costs.
Cancel before dispatch
Email [email protected] as soon as possible to request cancellation or a change. Orders not yet dispatched can be cancelled for a full refund without a cancellation fee. We initiate that refund within 5 working days after confirming cancellation. If dispatch has already occurred, use the return process; this does not restrict statutory cancellation rights.
Faults, damage and exceptions
Normal wear, accidental damage after delivery and misuse do not by themselves make an item defective. This does not excuse an item that was faulty, unsafe or misdescribed when supplied. Any hygiene, personalised-goods or other return exception must be expressly identified before purchase and lawful; we do not treat an entire product category as automatically non-returnable. Statutory remedies remain available.
Return lost in transit
Keep your tracking and proof of postage. If a return is delayed or lost, contact us so we can review the evidence and help investigate. Where we supplied the return label, we handle the carrier enquiry. A lost return is assessed under applicable law and the available evidence, rather than automatically rejected.
Your rights and contact
This 30-day policy supplements mandatory consumer rights. If a mandatory rule gives you greater protection, it applies. Questions and return requests: [email protected].