Dealing with Return Requests

According to the Distance Selling Regulations (DSR), it is mandatory for business sellers to provide a minimum 14-day returns policy. However, certain marketplaces may require longer return periods, extending up to 30 days. As per these regulations, customers have the right to return an order at their own expense, regardless of the reason.

Is your customer return a complaint, or simply a change or mind?

In certain instances, when your customer initiates a return, it may be classified as a complaint. If this is the case, it is important to adhere to our guidelines for handling customer complaints. By following our recommended procedures for addressing customer concerns, you can effectively address and resolve any issues that arise from returns.

Note: these policies do not apply to FBA Enrolment.


The customer has already initiated a return

Once your customer has initiated a return, we prioritize processing the refund as soon as we receive the returned item. Our goal is to provide you with a prompt refund once the customer return is successfully received.


The customer has contacted you requesting a return

Thank you for your email although I am sorry to hear that you would like to return your order. Please return it to us at your earliest convenience.

Our returns address is:

24 Plasnewydd Walk
Heritage Gate
Llantwit Major
CF61 2YW

As soon as we receive your returned order we will of course issue a full refund as per our returns policy. Please note that we will allow for your order to be returned to us within the next 30 days only. Please also kindly ensure that all order-items are returned to us in the same condition and packaging in which they were received.

In the meantime, please accept my sincere apologies for any inconvenience caused.

International (overseas) exclusions

We do not offer a resend option for international shipments, except in cases where you would like to arrange a replacement at your own expense. If you would like for us to ship a replacement, you can request a resend through our Submit Order Information form.

Alternatively, if you prefer not to arrange a replacement at your own expense, we recommend refunding your customer for the order. This will ensure a satisfactory resolution for both parties involved.

Please let us know your preferred course of action, and we will assist you accordingly.

Requesting your refund from us

To request a refund, launch the Submit Order Information form. This form is specifically designed to facilitate refund requests and ensure a smooth process.

Refund policy and waiver of dropship-fee

To ensure eligibility for refunds in cases of customer claimed non-receipt, it is important to follow the procedures and templates provided in this guide exclusively. Deviating from the advised or pre-authorized methods of handling customer complaints may result in voiding your eligibility for refunds.

Please note that dropship fees for orders placed with us via Bulk Upload are non-refundable.

We value your cooperation in adhering to the specified guidelines to ensure a streamlined process for handling customer complaints and refund requests. If you have any questions or need further assistance, please don't hesitate to contact our support team.

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