We offer a 30-day return policy, giving you 30 days from the date you receive your item to request a return.

All returns must be arranged with our call centre before any item is sent back to us. To start a return, please contact our customer service team on 0203 763 5894 .

Condition of Returned Items

To be eligible for a return, your item should be returned complete and, where possible, in its original packaging with any tags, accessories, manuals, parts and free gifts included with the order. You’ll also need your receipt or proof of purchase.

You may inspect the goods as you would in a shop. However, if goods have been used, damaged, handled beyond what is necessary to inspect them, or returned in a condition that reduces their resale value, we may make a reasonable deduction from your refund to reflect the loss in value.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival. If your item is defective, damaged, faulty, incorrect or misdescribed, please contact us immediately on 0203 763 5894 so we can resolve the issue as quickly as possible.

Return Postage

For change-of-mind returns, including returns made under the cooling-off period, you are responsible for the cost of returning the item to us, unless we have agreed otherwise.

If your item is faulty, damaged, incorrect or misdescribed, please contact us before returning it and we will advise you on the next steps.

Non-Returnable Items

Certain items may not be eligible for return, including:

• Perishable goods, such as food, flowers or plants
• Custom, personalised or made-to-order products
• Sealed personal care, beauty, hygiene or health products where the seal has been broken after delivery
• Hazardous materials, flammable liquids or gases
• Gift cards

If you are unsure whether your item is eligible for return, please contact us on 0203 763 5894 before sending anything back.

Exchanges

The quickest way to receive a replacement item is to arrange the return of your original item with our call centre and place a new order once your return has been accepted.

Cooling-Off Period

For online, telephone and other distance sales, you have the right to cancel your order within 14 days of receiving your goods, unless the item is excluded from cancellation rights.

If you cancel your order during the cooling-off period, you then have 14 days to return the goods to us. All returns must still be arranged through our call centre on 0203 763 5894 before the item is sent back.

For change-of-mind cancellations and returns, you are responsible for the cost of returning the item to us, unless we have agreed otherwise.

Refunds

Once we’ve received and inspected your return, we’ll notify you to confirm whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to complete the transaction.

If more than 15 business days have passed since your refund was approved, please contact us on 0203 763 5894 or email info@shopunlimitedlive.com .