2.1 Return Costs

• Unless goods are faulty or misdescribed, return carriage costs are the customer’s responsibility.
• For B2B orders, return costs are always the responsibility of the business customer unless agreed otherwise in writing.

3.1 Packaging Is Not Guaranteed to Be Resale-Ready

• We do not guarantee manufacturer cartons, outer boxes, labels, or shrink-wrap will be in a condition suitable for onward resale.
• We do not accept returns solely on the basis that packaging is not suitable for resale, or that a third party (for example your customer) has cancelled their order.

4.1 B2B / Non-CCR Orders

For B2B orders (and any non-cancellable/special-order items), cancellations may not be possible once we have placed an order with our supplier, or where goods are already in transit to us or to the customer.

A dispatch estimate is provided in your order confirmation email. Customers can refer back to this by searching their inbox for the subject line “Your Order #[Order Number]”, which confirms the lead time advised at the point of order.

• If we are unable to cancel our supplier order without charge, we reserve the right to pass on any irrecoverable supplier costs to the customer.
• This may include supplier cancellation charges, handling/processing costs, and any inbound carriage costs already incurred.
• Where applicable, any remaining balance (if any) will be refunded in accordance with our policies and Terms.

Where goods are already in transit or have been dispatched, cancellations cannot be completed until the goods have been successfully returned to us in a resellable condition in accordance with our Returns Policy.

At the customer’s request, we may attempt to intercept or redirect a delivery prior to completion. This is an optional service and is not guaranteed. Any costs incurred in arranging such interception will be chargeable and may be deducted from any refund due.

Where an interception is successful, a charge of 5% of the order value or £7.50 (whichever is greater) will apply, reflecting the administrative and courier costs incurred.

We will always try to minimise costs and will confirm any applicable charges with you as part of the cancellation request.

4.2 Consumer Orders

For consumer orders, statutory cancellation rights under CCR apply where eligible. Where a product is non-cancellable (for example bespoke or made-to-order items), or where an exclusion applies, cancellation may be refused or handled in accordance with the applicable exclusion.

4.3 Orders in Transit (Consumer / CCR)

Where a consumer exercises their right to cancel an order under the Consumer Contracts Regulations after the goods have been dispatched, any refund will be processed once the goods have been returned to us or satisfactory evidence of return has been provided.

Customers are responsible for returning the goods to us at their own cost unless the goods are faulty or misdescribed.

If an order is already in transit, the customer may request that we attempt to intercept or redirect the delivery prior to completion. This is an optional service and is not guaranteed once goods have been dispatched.

Where an interception is requested and successfully arranged, a charge of 5% of the order value or £7.50 (whichever is greater) will apply to cover courier and administrative costs incurred. This amount may be deducted from any refund due.

If interception is not requested or is unsuccessful, the customer must accept delivery and return the goods in accordance with our Returns Policy.