Should you wish to return anything purchased from our online shop, we offer a 14 Day Money-Back Guarantee. There are a few circumstances where returns may not be possible so this page aims to make everything as clear as we can, so please do take time to read this through.
- Change of Mind, Wrong Size or Unsuitable Items:
We understand that you may want to return an order that you feel is unsuitable, that turns out to be the wrong size for you or if you’ve just changed your mind. Apart from a few items that cannot be cancelled and returned (see below), we are happy to offer an exchange or refund, provided an item is returned to us unused, in its original condition (packaging of item should not be opened) and within 14 calendar days of receipt.
- Damaged Items or Wrong Items Sent:
Please accept our sincere apologies if you have received a damaged or incorrect item. Please inform us immediately via the following methods:
We may require proof of damage, so please take a photo and email it to us. A refund or replacement will only be sent once we have received the items and confirmed any damage.
Items that cannot be Cancelled or Returned:
Under the Consumer Rights Act 2015 you have the right to cancel your order for any item bought on this website for a full refund within 14 days. This, however is not applicable to any of the following:
- Items that are made to a customer specification or personalised
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
- Any products that have been “used” or “tried” and found unsuitable.
- Items in which the product packaging or hygiene seal has been tampered with or removed.
Shipping & Costs:
You need to take reasonable care when returning an order back to us as you will need to both pay for and be responsible for the return. As such, we recommend that you take out a tracked, insured return.
Shipping costs are non-refundable.
Refunds (if applicable):
Once you return is received and inspected, we will send you an email to notify you on the status of your refund (whether approved or not).
If approved, you refund will be processed, and a credit will automatically be applied to your original method of payment.
In the unlikely event that you haven’t received your refund yet, we ask you to kindly check with your credit card company / bank as it can take some time for the refund to be processed. If you still have not received the refund then please contact us at info@carebymail.co.uk
