Returns & refunds

How to send something back, and when you are refunded.

Last updated 11 October 2026

Changing your mind

When you buy online as a consumer you have a legal right to cancel your order without giving a reason. The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. If your order is delivered in several parcels, the period runs from the day you receive the last one. Your rights are set out in full on our cancellation rights page.

Step 1: tell us

Tell us clearly that you wish to cancel before the period ends. The simplest way is through the contact page or by email to customercareaverstoneglobal@gmail.com, giving your name, order number and what you are returning.

Step 2: send the goods back

We will reply by email with the return address for your order. Please do not send anything to our registered office: it is not a returns address and parcels sent there cannot be processed. Send the goods back within 14 days of telling us you are cancelling.

For change-of-mind returns you will need to pay the cost of sending the goods back. Goods remain your responsibility until they reach us, so please pack them well and keep proof of postage.

Step 3: your refund

We will refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option, we refund only the cost of standard delivery. The refund is made to the payment method you used, within 14 days of the day we receive the goods back or, if earlier, the day you give us proof that you have sent them.

You may handle goods as you would in a shop to decide whether to keep them. If they have been handled beyond that and their value is reduced as a result, we may deduct an amount from the refund to reflect it.

Goods that cannot be returned for a change of mind

• Goods made to your specification or clearly personalised.
• Goods sealed for health protection or hygiene reasons, once unsealed after delivery.
• Goods which, after delivery, have become inseparably mixed with other items.

Where one of these exceptions applies to a product, it is stated on the product page.

Faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not:

• Within 30 days of delivery you may reject the goods and receive a full refund.
• After 30 days you may ask us to repair or replace them. If that is not possible or does not solve the problem, you may be entitled to a price reduction or to reject the goods for a refund.

Tell us through the contact page with your order number, a description of the problem and photographs where possible. We cover the reasonable cost of returning goods that are faulty or not as described.

Nothing in this policy affects your statutory rights. Independent advice is available from Citizens Advice.