Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
For returns under our additional 30-day return policy, items should be unused, in their original condition and, where possible, in their original packaging. Proof of purchase may be required.
Customers have the right to inspect goods as they would in a shop. These conditions do not limit your statutory cancellation rights or your rights concerning faulty, damaged or incorrectly described goods.
To start a return, you can contact us at semenovychwork@gmail.com. Please note that returns will need to be sent to the following address: 2 Newcombes House
Clifford Gardens
Crediton, Devon EX17 2AN
United Kingdom
If your return is accepted, we will provide instructions and the UK return address. Customers are responsible for return shipping costs for change-of-mind returns. If an item is faulty, damaged or not as described, we will cover reasonable necessary return shipping costs in accordance with UK consumer law. Your statutory rights remain unaffected. You can always contact us for any return question at semenovychwork@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain items may be exempt from change-of-mind returns where permitted by law. These may include perishable goods, personalised or made-to-order products, and sealed hygiene products if they have been unsealed after delivery. Please contact us if you have any questions about a specific item.
These exceptions do not affect your statutory rights if goods are faulty, damaged or not as described.
Sale items are subject to the same statutory consumer rights as full-price items. Certain products, including some personalised goods and gift cards, may be exempt from change-of-mind returns where permitted by law. This does not affect your statutory rights if goods are faulty, damaged or not as described .
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
United Kingdom – Cancellation Rights
For most online purchases, customers in the United Kingdom have the legal right to cancel their order within 14 days after receiving the goods, without giving a reason.
After notifying us of cancellation, customers normally have a further 14 days to return the goods.
Customers are responsible for the direct cost of return shipping for change-of-mind cancellations, provided they were informed of this cost before purchasing.
Customers may inspect the goods as they would in a shop. Any deduction for handling beyond what is necessary will only be made where permitted by law.
Certain statutory exceptions may apply. These rights are in addition to our 30-day returns policy and do not affect your statutory rights.
Refunds
For cancellations under UK consumer law, we will issue refunds without undue delay and within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back, whichever is earlier.
Refunds will include the original standard delivery charge where required by law. Refunds will be made to the original payment method unless otherwise agreed.
For approved returns under our additional 30-day returns policy, refunds will normally be processed within 14 days after receiving the returned item.
If you have any questions about your refund, please contact us at semenovychwork@gmail.com.
Your statutory consumer rights remain unaffected.