Refund policy
This policy is operated by TA ONLINE RETAIL LTD. It is in addition to your statutory rights under UK consumer law.
30-day returns
You may request a return within 30 calendar days after receiving your order.
During the first 14 days after delivery, UK consumers may cancel most online purchases without giving a reason. After notifying us of cancellation, you must return the goods within a further 14 days.
For voluntary returns requested after the statutory 14-day cancellation period, items must be unused, undamaged and in as-new condition, with their original packaging where reasonably possible.
To request a return, contact us using the details on our Contact page and provide your order number. Because orders may be dispatched by different fulfilment partners, we will provide the correct return address and instructions for your order. Please do not send goods to an address obtained elsewhere.
Handling and condition
You may inspect an item as you would in a physical shop. We may reduce a refund where handling beyond what is reasonably necessary has reduced the item’s value.
Original packaging is not an absolute condition of your statutory cancellation or faulty-goods rights. However, please package returns securely to prevent damage in transit.
Return postage
For change-of-mind returns, you are responsible for the direct cost of tracked return postage.
If an item is faulty, damaged in transit, or incorrect, we will arrange or reimburse reasonable return costs where a return is required. Please contact us before sending it.
You remain responsible for a change-of-mind return until it reaches the specified return address, so we recommend using a tracked service and retaining proof of postage.
Damaged, faulty or incorrect goods
Please inspect your order promptly and contact us if it arrives damaged, faulty or incorrect. Include your order number and clear photographs where appropriate.
Nothing in this policy limits your rights under the Consumer Rights Act 2015, including your rights where goods are not of satisfactory quality, fit for purpose or as described.
Exceptions
Cancellation rights may not apply to certain goods, including personalised or made-to-order products, perishable goods, and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
These exceptions do not remove your rights where goods are faulty, damaged or incorrectly supplied. Sale items retain the same statutory rights as full-price items.
Exchanges
We do not process direct exchanges. Return the original item following the process above and place a separate order for the replacement.
Refunds
We may withhold a change-of-mind refund until we receive the returned goods or you provide evidence that they have been sent back.
Qualifying refunds will be issued to the original payment method within 14 days after we receive the returned goods or acceptable proof of return, whichever occurs first.
Where you cancel the entire order under your statutory cancellation rights, we will also refund the cost of our least-expensive standard delivery option. Additional delivery upgrades are not refundable unless the goods were faulty, damaged or incorrect.
Your bank or payment provider may require additional time to display the refund.