Refund policy

Returns & Refunds Policy

Our 30-Day Returns Promise

At Shop Unlimited, we want you to shop with complete confidence. That's why we offer a 30-day returns policy on eligible products, giving you 30 days from the date you receive your order to request a return.

Certain products, including watches, food supplements, sound amplifiers, hygiene products and digital downloads, are subject to additional return conditions, which are explained below.

All returns should be arranged with our customer service team before goods are sent back to us. Please telephone 0203 763 5894 so we can help you with your return.

How to Arrange a Return

To request a return, please contact our customer service team with your order number, product details and reason for return.

Telephone: 0203 763 5894

Email: info@shopunlimitedlive.com

Our team will provide the correct returns address and instructions.

Please do not send items back without contacting us first, as this may delay processing. This request does not restrict your statutory right to cancel an order by clearly notifying us within the applicable cancellation period.

Condition of Returned Items

To qualify for a change-of-mind return under our voluntary 30-day returns policy, products must be unused, in their original condition and suitable for resale.

Products should be returned complete with their original packaging, security tags, labels, accessories, manuals, certificates, spare parts and any complimentary gifts supplied.

You will also need your receipt, order confirmation or other proof of purchase.

Under your statutory cancellation rights, you may inspect goods as you reasonably would in a shop. Where handling goes beyond what is necessary to establish their nature, characteristics and functioning, we may make a reasonable deduction from your refund to reflect any resulting reduction in value, where permitted by law.

Watch Returns - Security Tags

To protect the authenticity, condition and value of the watches we sell, our watches may be supplied with an attached security tag.

For change-of-mind returns under our voluntary 30-day returns policy, watches must be returned with their original security tags still attached, intact and untampered with.

Watches must also be unworn, unused and returned with their original presentation boxes, warranty cards, certificates, manuals, spare links, straps and all accompanying accessories.

Once a security tag has been removed, cut, damaged or tampered with, we will not accept a change-of-mind return under our voluntary 30-day policy.

Your statutory rights remain unaffected. Removing a security tag does not automatically remove statutory cancellation rights or rights relating to faulty, damaged or misdescribed watches. Where legally permitted, any reduction in the watch's value caused by excessive handling may be reflected in the refund.

Food Supplements, Vitamins & Health Products

For health, hygiene and product safety reasons, special return conditions apply to food supplements, vitamins, nutritional products and other health-related consumables.

We do not accept change-of-mind returns of supplements or other health consumables under our voluntary 30-day policy once they have been opened, used or partially consumed.

Where a product has been supplied with a protective seal and is unsuitable for return for health protection or hygiene reasons, the statutory cancellation right is also lost if the seal is broken after delivery.

Unopened supplements in their original packaging, with any protective seals intact, may be returned where statutory cancellation rights apply. Eligible unopened products may also be returned under our voluntary 30-day policy.

We cannot accept an opened or partially consumed supplement simply because the customer has changed their mind, no longer wishes to use it or has decided it is unsuitable for their personal preferences, subject to any applicable statutory rights.

This does not affect your statutory consumer rights. If a product is faulty, unsafe, damaged, incorrectly supplied or not as described, please contact us so that we can investigate and provide an appropriate remedy.

Sound Amplifiers & Hearing Enhancement Devices

For hygiene and health protection reasons, special return conditions apply to in-ear sound amplifiers, personal sound amplification products, hearing enhancement devices and similar products designed to be inserted into, or worn directly inside, the ear.

We do not accept change-of-mind returns of these products under our voluntary 30-day returns policy once they have been worn, used or inserted into the ear.

These conditions help us maintain appropriate hygiene standards and protect future customers from receiving previously worn in-ear products.

Where a product has been supplied with a protective or hygiene seal, is unsuitable for return due to health protection or hygiene reasons, and that seal has been broken after delivery, the statutory right to cancel will also be lost.

Products that remain unused, unworn and sealed may be eligible for return under our standard returns policy.

If an item was not supplied with a qualifying hygiene seal, wearing or trying the product does not automatically remove statutory cancellation rights. Any legally permitted deduction for diminished value will be considered where appropriate.

Your statutory rights remain unaffected. If a sound amplifier or hearing enhancement device is faulty, damaged, incorrectly supplied or not as described, please contact our customer service team so we can resolve the matter in accordance with UK consumer law.

Digital Downloads & Electronic Products

Digital products include, but are not limited to, downloadable artwork, craft patterns, templates, printable files, digital instructions, electronic publications and other electronically delivered content.

Digital downloads are not eligible for a change-of-mind refund under our voluntary 30-day returns policy.

Where you have expressly consented to receiving digital content immediately and acknowledged that you will lose your statutory cancellation right once supply begins, that cancellation right ends when the digital content begins to be supplied.

If the required consent and acknowledgement have not been obtained, your statutory cancellation rights may still apply.

This policy does not affect your statutory rights where digital content is faulty, defective, not as described or has not been supplied as agreed.

Items Excluded from Change-of-Mind Returns

The following items are excluded from our voluntary 30-day change-of-mind returns policy:

Watches with removed, cut, damaged or tampered security tags.
Opened, used or partially consumed food supplements, vitamins and nutritional products.
In-ear sound amplifiers and hearing enhancement devices that have been worn, used or inserted into the ear.
Opened hygiene, beauty, personal care and health protection products.
Digital downloads and electronically supplied content.
Custom-made, personalised or specially commissioned products.
Goods liable to deteriorate or expire rapidly, including certain perishable products.
Goods that have been worn, used or damaged beyond normal inspection, where the return is solely due to a change of mind.
Gift cards and gift vouchers.

These exclusions apply to our additional voluntary returns policy. Your statutory cancellation rights may still apply to some items listed above, while specific products may be legally excluded from cancellation. Nothing in this section restricts your rights relating to faulty, damaged, unsafe or misdescribed goods.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, faulty, incorrect or not as described, please contact us as soon as possible.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

You normally have a short-term right to reject faulty goods within 30 days, and additional rights to a repair, replacement or refund may apply beyond this period depending on the circumstances.

Where we are responsible for a faulty, damaged, incorrect or misdescribed product, we will cover reasonable return postage costs in accordance with your statutory rights.

Please call 0203 763 5894 so we can investigate and resolve your issue as quickly as possible.

Return Postage & Delivery Charges

For change-of-mind returns, customers are responsible for the direct cost of returning goods to us, unless we have agreed otherwise. This is subject to us having provided the legally required information about return costs.

We recommend using a tracked delivery service and retaining proof of postage until your return has been completed.

Where an entire order is cancelled under your statutory cancellation rights, we will refund the original standard delivery charge where required by law.

If you selected a premium or express delivery option, we are not normally required to refund the additional cost above our standard delivery charge.

If your item is faulty, damaged, incorrect or misdescribed, please contact us before returning it so we can arrange an appropriate return method and meet our obligations concerning reasonable return costs.

Exchanges

If you would prefer an alternative item, colour or size, please contact our customer service team. Where an exchange is not available, the quickest option is usually to arrange the return of your eligible item and place a new order for your preferred product.

Your 14-Day Statutory Cooling-Off Period

For most purchases made online, by telephone or through our television shopping service, UK consumer law gives you the right to cancel your order within 14 days after receiving your goods, without providing a reason.

To exercise this right, you must clearly inform us of your decision to cancel before the cancellation period expires.

You may do this by calling 0203 763 5894 or emailing info@shopunlimitedlive.com.

Once you have informed us of your decision to cancel, you normally have a further 14 days to return the goods.

Certain products are legally excluded from cancellation rights, including genuinely personalised goods, products liable to deteriorate or expire rapidly, qualifying sealed hygiene products that have been unsealed after delivery, and digital content supplied following the required express consent and acknowledgement.

Our voluntary 30-day returns policy is provided in addition to these rights and does not replace or restrict them.

Refunds & Processing Times

Once we have received your return, we will inspect the goods where appropriate and advise you of the outcome.

For eligible statutory cancellations, refunds will be issued without undue delay and within 14 days of receiving the returned goods, or receiving satisfactory evidence that the goods have been sent back, whichever is earlier, as required by law.

For approved returns under our additional voluntary 30-day policy, we aim to process refunds within 10 business days.

Refunds will normally be made to your original payment method unless you expressly agree otherwise.

Please note that your bank, card issuer or payment provider may take additional time to display the refund in your account.

If you have any concerns regarding a refund, please contact us on 0203 763 5894 or email info@shopunlimitedlive.com.